Educational Mission

The International School of Hospitality in Las Vegas has partnered with Les Clefs d'Or USA to include  The Art of Concierge (AOC) certificate program in their Executive Deploma department courses.  It is designed to provide comprehensive training and an insider’s view into world-class concierge service skills, along with the required supervisory and communication skills to succeed in hospitality operations.

Course objectives include introducing the concierge industry, understanding the quality and traits of becoming a concierge, daily operations, five star/five diamond training, developing a critical eye, using outside suppliers, best practices, entertainment & nightlife recommendations and restaurant relationships.

All instructors are Les Clefs d’Or (French for “Gold Keys”) professionals – the best in their field. Students will learn 5-star customer service skills from lectures, projects, readings, case studies, guest lecturers and more. Students will also be introduced to the roles of the hotel, residential, condo, personal and corporate concierges.

A 15 hour externship is required. Online students are welcome to contact the school for assistance in arranging for an externship in Las Vegas or to request for an introduction letter for an externship in their home city.

This course is one of the most comprehensive concierge training programs in the nation. It has received scholarships from Les Clefs d’Or USA and sponsorship from the Southern Nevada Hotel Concierge Association. The instructors, guest speakers and Advisory Board members represent some of the most prominent individuals in the field.

Jeanne Mills, President of Les Clefs d'Or USA and Chef Concierge MGM Grand Hotel, is the Advisory Board Chair.

Prestigious universities such as UNLV, Cornell, Penn State, Johnson & Wales, and Stockton College have reached out to Les Clefs d’Or members to bring our prestige and knowledge to educational symposia and full-semester courses for their hospitality students. We have sponsored a scholarship at Penn State University.

The Marjorie Silverman Education Fund is a scholarship dedicated by Les Clefs d'Or USA to honor Ms. Silverman wuth a Life Time Achievement Award as a concierge professional since she began her career at the Westin Hotel Chicago in 1980. After ten distinguished years at the Westin Hotel Chicago, she joined Hotel InterContinental as Chef Concierge and was there for 15 years. Due to her competence and mastery of the Concierge Department, she was sent by Westin to help open
the Westin O'Hare as well as the Westin in Washington, DC in addition to consulting at The
Plaza in New York to improve that hotel's delivery of concierge services.

In addition to her job duties, Ms. Silverman was active in several concierge organizations.
She was a founding member of the Chicago Hotel Concierge Association as well as an early
member of Les Clefs d'Or USA and has seen the organization grow from 28 members to
more than 650. She has held every office in Les Clefs d'Or USA and after the completion of
her presidency in 1990, she was invited to be an Advisor to the Board of Directors, a position
that she holds until this day.

Ms. Silverman also enjoys teaching about the profession. She taught at the International
Concierge Institute in Montreal and Fort Lauderdale as well as conducting seminars for
concierge professionals in Brazil, Mexico, Singapore, China, Jamaica and Anguilla. Under
her leadership as Director of Development of Les Clefs d'Or in the Americas, Mexico and
Brazil were accepted as Les Clefs d'Or sections. Ms. Silverman serves the international Les
Clefs d'Or as an Honorary President, member of Le Conseil des Sages, with the duty of
assessing the membership process for new countries to be admitted to the Clefs d'Or family.  The most recent addition is India, making a total of 42 sections worldwide.

Many have benefited from our involvement with the International Concierge Institute. Members of our organization taught aspiring hotel concierges, many of whom have gone on to become leaders themselves in Les Clefs d’Or USA.