Service as an Expertise CAREERS IN PRIVATE SERVICE & LIFESTYLE MANAGEMENT ADMISSIONS WWW.STARKEYINTL.COM
The Certified Service Management Program for Homes, Private Service Concierge & Senior Services, and the Butler Profession Program Curriculum Starkey s specialized 255-hour, four-week Service Management Program culminates in a Service Management Certification. Starkey s 30 years in a sophisticated service world led to this uniquely designed program to meet the immediate service needs of our changing world, and for the new and growing service requirements within it. This is an advanced course in service and is for those with some experience in Private Service or Hospitality, or as a Military Enlisted Aide, or as a Culinary Chef, in the Senior Service industry, the Private Concierge s world, or for the Hospitality Butler Profession. It presents the advanced management tools necessary to specifically identify unique service expectations, set up service management plans and teaches the technical skills in ten service areas. It also helps students to identify their individualized service etiquette and service style and acquire the luxuryproduct knowledge required for all those entering the Service Management Profession. The capstone of the course is developing an actual service management plan for the particular service field the student is entering, or currently working within using StarkeyHQ Software and submitting the plan to complete the course. Students in this new Service Management Program offering will receive: Service Management Certification, Starkey Systems Certification, and StarkeyHQ Software and Complete Library of Service Management Publications, Products and Resources Luxury Service Etiquette and Protocols Entertainment and Event Planning Private Service Sommelier Certification Skills set for Private Concierge Services Skills set for Senior Services The ability to customize and set up a comprehensive Service Management Plan Professional Profiling for your Service Career Goals
SERVICE CURRICULUM The Certified Service Management Program comprises 255 curriculum hours. The Certified Service Management Program is divided into four areas. 1. The Relationship of Service, Service Etiquette & Professional Profiling of your Service Goals Students learn to identify why they have Chosen Service. Starkey s Personal Statement Exercise provides a transformational experience in self-discovery, individual Service Styles, and Personal Career Goals through the understanding of self! It also includes Service Etiquette, Personal Graces, Service Attitudes, and Protocol & Employment. Overview and Defining the Relationship of Service Service Philosophy and Attitudes Self-Assessment in the Relationship of Service Individual Myers Briggs and FiroB Assessment Profiles and Conflict Resolution Styles are identified Choosing Service & Service Leadership Management Service Styles and Cultures Developing your Employment Profile Family Tree Dynamics Service Code of Ethics Image and Personal Presentation Coaching for Private Service Interviewing Privacy and Professional Boundaries Roles and Perspectives Employability Critiques Personality Aspects of a Service Heart Understanding Life Balance 2. Starkey Service Management System Our unique Service Management System instructs how to identify service expectations and to customize a service delivery plan. This patented service management tool is a highly sophisticated process for identifying, organizing and prioritizing household staff duties and service expectations. Unique to the service profession, it provides a management foundation for Private Service. It includes Terminology, Zones, Housekeeping, Maintenance and Security Task Sheets, synthesizes service delivery hours, position descriptions and provides software for customizing a service delivery plan. Starkey Service Management System and StarkeyHQ Software. Introduction to Service Management and Management Tools Identifying Vision and Service Goals Employers Family Tree and Traditions Household Favorites and Preferences Establishing the Environment Employer s Service Standards & Matrix Provider s Technical Skills Qualifier Physical Structure and Service Flow Housekeeping and Maintenance Task Sheets Day in the Life Schedules & Position Descriptions Service Standards in: Administration, Calendars, Inventory Housekeeping Schedules Culinary Expectations Clothing and Valet Care Entertainment and Event Planning Property and Grounds Management Maintenance Task Schedules Transportation and Travel Schedules Safety and Protection Management Personal Care: Elder (Senior), Guest, Child (Nanny), and Pet Inventory and Collectibles Overall Service Matrix Managing Week One in Private Service StarkeyHQ Software & Application
3. Administrative Service Management Students are empowered with the skills needed to be leaders of people and managers of projects in Private Service. Accepted Human Resource Employment Practices, Day in the Life Time Management, and the Supervision of Vendors in the Business of Private Service Management. Students experience the different roles within service environments and learn that it can be as challenging to Receive Service, as it is to Give. This is the Environmental Management of Facilities Overview and administratively setting up a structure within a home or other service Environment. Administrative Standards Part I Introduction to Administrative Standards Service Flow Hiring and Retaining Staff Background Investigations, Immigration Managing Calendars, Cell Phones and other Electronic Devices Customizing Service Schedules Desired Management Traits Managing and Resourcing Support Vendors Inventory and Collectible Introduction to the Family Office Finances, Records and Budgets Listening and Anticipation Staff Presentation, Clothing and Uniforms Life Balance Administrative Standards Part II Customizing a Service Management Plan and Creating a Household Manager s Book Identifying the People s Lifestyle Service Vision Identifying the Environment Identifying the Service Standards Working with the Service Management System s Tools Presenting the plan to your Principals and Fine Tuning Housekeeping Philosophy, Development of Zones and Task Sheets and Amenities Management of Grounds and Property Standards Management of Maintenance Management of Security, Safety and Protection Management of Transportation, Travel, and Jets 4. Entertaining and The Ballet of Service The Ballet of Service is an inspirational and educational experience through which students become fully acquainted with Private Service Event Planning, including the use of Starkey s Event Planning Management Tool. The Formal Dinner is scheduled; Table Etiquette, Protocol, Formal and Informal Entertaining, Table Service, Table Settings are practiced, along with Care of Fine Linens. Students also have Organoleptic Tasting, Wine Cellar Management, Classic Cocktails, and Cigars. This is the essence of all event-planning learning of the highest order, Etiquette, and the Protocols of Formal Service and Wine Overview. Part I Event Planning & The Ballet of Service Setting up for Entertaining The Formal Table Seating Charts Table Settings Table Service Styles Table Linens Identification and Care of China, Crystal, and Silver Correspondence and Etiquette Event Planning, Caterers, and Rental StarkeyHQ Software for Entertaining and Event Planning Flower Arrangements and Design Part II Etiquette and Personal Graces, Principals of Service Entertaining Etiquette Stationary and Fine Paper Linens Invitations, and RSVPs Personal Service Graces Grooming, Speech, and Writing The Luxury Market, Products, & Resources Service Strategies for serving the High-Net Worth Part III International Protocol and Diversity Part IV Level I Sommelier Course The History of Wine Components of Wine Wine Cellar Management The Pairing of Food and Wine Tasting Organoleptic (involving the use of sense organs) Old-World and New-World Winemaking Liquor and Bar Set-up
5. Personal Services Management Defines all the traditional and new areas of the growing personal service venues requiring a service expertise. Areas include, but are not limited to, those for Principals in private homes and estates, Professional Concierge, Butlering, and Senior Care. We will cover terminology, standards, existing organizational structures, and expected skills. This presents the Skills Sets and Terminology as it pertains to Personal Service in the Private Service Industry in new Service Management venues. Concierge Service Standards Identifying Private Concierge Service Possibilities Private Concierges Service Management Clothing Care Chauffeurs, Transportation Concierge Travel Services Elder Care (Senior Services) Standards Senior Service Management Management of Care Givers and Schedules Listening and Anticipation Process of Aging Guest Care Standards (for Butlers) Guest Care Management Guest Service Visions and Favorites Entertainment Packing and Un Packing Service Standards and Tracking Favorites Pet Care Standards Pet Care Management Service Standards for Household Pets Suggested Schedules for Pets Bathing and Grooming
ACCEPTANCE CRITERIA Certified Service Management Program Acceptance into the Service Management Program (255 curriculum hours) is based on specific criteria established by Starkey International and requires adherence to certain terms. Not for those new to Service as an Expertise, application to Starkey International Institute is open to all persons who qualify and desire advance career training in the Service Management and Private Service Profession. The Institute reserves the right to request any additional information necessary to evaluate an applicant for admission. Acceptance is granted by Starkey s Acceptance Committee and based on the following conditions: A Minimum of 2 Years of Documented Managerial Experience A Minimum of 3 Years of Professional Employment in Private Service or in Such fields as Hospitality or Hotel Management, Concierge, Senior Services, Security and Protection, Housekeeping, Culinary Chef, Event Planning, or Other Private Service-Related Careers An Official High School or College Transcript; Graduation Date and 60 Hours Minimum (2 Years) of Post-Secondary Education Computer proficiency in Outlook, Word, Excel and the Internet A Documented Employment History A Minimum of Three Letters of Reference Verifying Your Aptitude for a Service Career Minimum of 30 Years of Age or Demonstration of Specialized Service Skills A Completed Application Form and Registration Fee A 150-Word Personal Statement Articulating Your Service Aptitude Acceptable Criminal Record, Driving Record, and Credit History Demonstrated Proficiency in the English Language Be Willing and Able to Perform Typical Physical Tasks Required in Private Service In-Person or Webcam Interview Required for Acceptance Experience will be reviewed by the Acceptance Committee to verify if the student is eligible to enroll in the four-week program. Students will be given the opportunity to attend the four-week Certified Service Manager Program by demonstrating their expertise in a particular field that is applicable to a service setting. This can be accomplished by presenting a certificate from an approved training program or by having the equivalent of certification in terms of professional experience. Any professional experience must be verifiable through references from previous employers. Previous training, education, and/or experience are considered in the admissions process in qualifying for the Household Management (eight weeks) or Service Management (four weeks) Programs. However, due to the uniqueness of the Service and Private Service Management Profession and Certification process, credit cannot be granted in lieu of full course completion. Employer-sponsored and military students are subject to the same admissions procedures and policies as other student applicants.