The Canadian Tourism Human Resource Council (CTHRC) Launches Updated, Front Desk Agent Professional Certification Program
Ottawa, Canada - October 22, 2001 - Today, the Canadian Tourism Human Resource Council (CTHRC) launched their updated Front Desk Agent Professional Certification program. The only one of its kind offered in Canada; it reflects changes and current realities in the occupation. Front Desk Agents from Fairmont Hotels & Resorts, Delta Hotels, Days Inn and numerous other properties, assisted CTHRC in developing the updated program.
"CTHRC's updated Front Desk Agent Professional Certification program, provides the coaching and development tools that enable agents to acquire the skills, knowledge and abilities to grow and progress to higher levels of professionalism. Optimizing employee performance, is integral to the success of a property," says Tony Pollard, President of the Hotel Association of Canada.
Updated Front Desk Agent certification products include National Occupational Standards, a Workbook, and Trainer's Guide. Standards are set by industry professionals, and describe the knowledge and skills necessary to be competent in the occupation. Workbooks can be used as part of a training strategy, and the multiple-choice certification exam and industry evaluation, test Front Desk Agents on the standards.
Professional Certification recognizes employee performance and their knowledge of National Occupation Standards. Benefits to employers include improved customer service, increased sales, reduced employee turnover, and a knowledgeable, nationally recognized, professional staff. In addition, employees will have greater work satisfaction, increased advancement opportunities, increased mobility with credentials recognized by the Canadian tourism industry, and greater job security.
"The Front Desk Agent occupation is much more technologically demanding than it used to be. The products associated with the new Front Desk Agent program include the technical information and practices required to succeed. Customer requests have also become more sophisticated and demanding on Front Desk Agents to provide a higher level of customer service. The revised program addresses these issues," says Marlene Slaney, Front Office Assistant Manager at the Fairmont Newfoundland.
To keep our twenty-seven certificate occupations current and relevant, the CTHRC undertakes updates and revisions on a five-year cycle, or as deemed necessary by industry. Certification revisions are currently underway for other occupations, including Housekeeping Room Attendant and Bartender.
About the Canadian Tourism Human Resource Council (CTHRC)
The Canadian Tourism Human Resource Council serves as a national forum to facilitate human resource development activities, which will support a globally competitive and sustainable Canadian tourism industry. Working with businesses, industry associations, labour, educators, and government, they establish and implement National Occupational Standards, training and Professional Certification for the tourism industry. Currently, they have over forty tourism related National Occupational Standards and offer Professional Certification for twenty-seven tourism occupations. For more information on the new Front Desk Agent Professional Certification program, and other CTHRC programs, contact your local provincial or territorial tourism education council at 1-800-486-9158 or www.cthrc.ca.
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For more information, contact,
Arden Redfern
Co-ordinator, Communications
Canadian Tourism Human Resource Council (CTHRC)
Ph: 613-231-6949 x 233
Email: [email protected]
Web: www.cthrc.ca