Certified Hotel Concierge

The Certified Hotel Concierge designation may be pursued by those who qualify under 3 tracks:

A, Currently employed hotel concierges with at least 90 days’ experience on the job

Evidence- supervisor verification

B, Les Clefs d’Or members in good standing

Evidence- verification by Les Clefs d’Or administrative office

C, Alumni of The International School of Hospitality Diploma in Hospitality Operations program, with an emphasis in Hotel Operations and Guest Services, who completed their required externship in concierge services.

Evidence- verification by TISOH Admissions and Recruitment office

Applicants should complete the application accurately and truthfully providing all the information requested. Failure to fully complete the application or supply the supporting information as requested may result in a denied application.

Applicants will register with a user profile to manage their personal information and monitor the status of the application and certification process. Applicants begin the process by submitting their application and fees via the online portal. Once adjudicated as complete and qualified, applicants should purchase learning materials and begin studying. Applicants then schedule their examination.

Step 1: Application Process

1, Applicants should carefully review all the eligibility criteria prior to submission and confirm that all supporting documentation are available.

2, Register for an account based on eligibility (see eligibility tracks above), submit required documentation, and pay the application fee.

3, Once all steps in the application are complete (the status of each step will show “pending verification” or “completed”), your application will be reviewed. Please allow up to one week.

After review, applicant will be notified of one of the following status:

● Approved Applications: Once approved, certification candidates will be notified. Candidates should then purchase CHC Workbook, optionally enroll for a review course or session. Candidates must schedule an exam and pay the exam fee within one year of the approval date. Failure to schedule an exam within the year will require restarting the application process.

● Denied Applications: Applicants may be denied approval for the certification program due to failure to provide the required documentation or meeting the requirements as outlined for eligibility. Applicants will be notified outlining the deficiencies for meeting the criteria and may resubmit their application for review within thirty days at a reduced fee. After thirty days, applications are subject to full application fees.

● Disqualified Applications: Applicants submitting purposely erroneous or fictitious information will be disqualified from current and future certification eligibility. Applicants may not resubmit an application if disqualified.

Appeals: Applicants may appeal a denied application, providing clarification or support for information provided in the application. Appeals may not be made for missing information or disqualified applications. Only the applicant may appeal the results and must submit their request via email to contact@certplace.com within two weeks of issuance of the initial notice, clarifying any information which was found to be incomplete or did not meet the requirements.

4, Once application approval is received, candidate will be moved to the examination stage and eligible to register for the exam. Candidate should also review and purchase optional learning materials:

As preparation for the exam, candidates have a variety of resources to become familiar with the content of the CHC Workbook.

o CHC Workbook: The official CHC certification manual is The CHC Workbook. The book features 14 chapters written by Les Clefs d’Or members, each focusing on a competency identified as being of critical importance to the success of a hotel concierge. Topic areas include communication, operational management, professionalism, perception and knowledge, and relationships.

o Online Certification Review Course: Candidates may purchase access to a self-paced, asynchronous online certification review course.

o Certification Review Session: A one-day review session based on the online certification review course is available with a live instructor to supplement the study process. The review session will cover key topics from the CHC Workbook, review sample questions, and discuss test-taking strategies. These sessions are scheduled in different locations throughout the year.

Step 2: Certification Exam

Within one year of initial application, candidates must apply to take the certification exam. The exam is available to be taken online or at scheduled events. There is a fee to reschedule exam dates. Failure to schedule an exam within the period, will render the application denied.

The exam consists of multiple-choice questions based on the competency domains detailed in the competency study. Questions are derived from certification workbook content and representative of industry-recognized standard practices and bodies of knowledge.

Once a candidate registers for the exam, they will receive an access link within 72 hours. Candidates should only use the link when ready to take the exam. All exams are proctored by a cloud-based artificial intelligence; candidates will enable web cameras and accept examination terms before proceeding to the examination website.

Credentials for the examination website are as follows:

USERNAME: Candidate’s email address on the portal registration

PASSWORD: Candidate’s date of birth (MMDDYYYY).

All anomalies detected by the proctoring intelligence during the examination are reviewed by a live certification professional.

Official scores are available as soon as the exam is completed. The score indicated is final. The identities of candidates are confidential, as is all information concerning them. Information regarding exam results is communicated directly to the candidate. Exam results are never provided over the phone.

The passing score is 70%. If unsuccessful in passing, the candidate may register to retake the exam. Registering for the exam will require paying the exam fee again. There is no waiting period to retake the exam or limit to how many times one can take the exam. However, all attempts must be completed within 1-year from the date of initial application to the certification.

Recertification will be required after five years of earning the certification.

DOWNLOAD AND READ: EXAM ACCESS GUIDE

The following represents the fees associated with the application, studying materials, scheduling the exam, and recertification. All payments are non-refundable and must be submitted for processing.

Fee Schedule

Application Fee- $100

CHC Workbook- $50

Online Certification Review Course- $50

Certification Review Session- $300

Exam Fee- $225

Additional Printed Certification- $25

Recertification- $150

Late Recertification (up to 1-year after expiration)- $250

Fees are non-refundable, non-transferable and may be made with a credit card through the secure payment portal. A business check is acceptable but may require up to two weeks for processing. A $30.00 service charge will be assessed for returned checks or chargebacks. All payments must be received and processed in advance of scheduling training sessions or exam date.

Certified professionals will need to recertify every five years. The initial certification award is valid for five years from successfully passing the exam. Once initially certified, if the certification is maintained without lapse, recipients do not need to retake the exam. Certified Hotel Concierge certificants must continue to meet the requirements of eligibility. and have twenty (20) hours of continuing education in hospitality or hospitality skills.

Recertification paperwork includes completing the certification application with updated information in the online portal. All paperwork must be submitted prior to the expiration of the certification. Failure to submit all the required items will result in the recertification application being denied.

Certificants will be notified to complete their recertification within 6 months of expiration via the online portal.

There is a recertification fee. The fee is higher if the recertification application is received from expiration up to 1-year post expiration. After having expired for 1-year, certificants must restart the entire process, including taking the exam.

Continuing Education

To be eligible for recertification, candidates must have a minimum of twenty (20) contact hours. These hours are accumulated from education programs in the fields of concierge, service, hospitality or hospitality skills. The continuing education participation must have occurred within the past 5 years. Types of accepted education include those offered by: company sponsored continuing education or training, in class or online certificate programs and seminars.

All information from the application process and exam are confidential and will not be shared over the phone or with a third party. The applicant or candidate should not attempt to have a third party reach out on their behalf regarding any portion of the certification process.

Upon successful completion of the exam, the certified professional will be included in the online directory.

Applicants and candidates may not use the CHC designation or logo. Use of the CHC designation is reserved for certificants during the active time of the certification. Use of the CHC logo or virtual or physical materials is prohibited without written consent.

Certification administered by Certplace.

Certification developed by:

Les Clefs d’Or USA

Recognized by the crossed gold keys on our lapels, Les Clefs d’Or Concierges are a welcomed sight in many of the world’s best hotels. Les Clefs d’Or USA is the only national association of professional hotel concierges, with desks in the lobbies of mostly 4- and 5-star hotels nationwide.

TISOH: THE INTERNATIONAL SCHOOL OF HOSPITALITY

The International School of Hospitality (TISOH) was founded in Las Vegas, Nevada, in 2005. TISOH offers quality short-term, practical training and career development programs in hospitality. Developed for the industry and by the industry, TISOH's small class sizes and online courses focus on practical knowledge from industry professionals. Class topics include concierge, conference management and event planning, catering, exhibition & tradeshow management, hospitality leadership and supervision, hospitality human resources, hospitality marketing & sales, hotel operations, and wedding coordination and design. TISOH is accredited by the Accrediting Council for Continuing Education and Training.