Starkey International Institute for Household Management

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The Accelerated Certified Service Management Program

Now Enrolling for The Accelerated Service Management Program

4 Week Household Management Program

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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 for those with some experience in one of the following areas:  Private Service, Hospitality, as a Military Enlisted Aide, 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 luxury-product 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
  • Skills set for Private Concierge Services
  • Skills set for Senior Service
  • The ability to customize and set up a comprehensive Service Management Plan
  • Professional Profiling for your Service Career Goals

The Certified Service Management Program comprises 255 curriculum hours. The Certified Service Management Program is divided into five 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 Facilities 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 includes:
  • 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 include:
  • 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

Household Management - Administrative3.    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
  • Maintaining Appointments and Schedules
  • Customizing Service Schedules
  • Desired Management Traits
  • Managing and Resourcing Support Vendors
  • Inventory and Collectibles
  • 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

Private Service Event Planning (The Ballet of Service) is an inspirational and educational experience through which students become fully acquainted with 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, and 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, Gift Buying
  • 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 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
  • Terms and Titles
  • Private Concierge Service Management
  • Clothing Care
  • Chauffeurs, Transportation
  • Concierge Travel Services
Elder Care (Senior Service) Standards
  • Senior Service Management
  • Terms and Titles
  • Management of Care Givers and Schedules
  • Listening and Anticipation
  • Process of Aging
Guest Care Standards (for Butlers)
  • Guest Care Management
  • Terms and Titles
  • Guest Service Visions and Favorites
  • Entertainment
  • Packing and Unpacking
  • Service Standards and Tracking Favorites
Pet Care Standards
  • Pet Care Management
  • Terms and Titles
  • Service Standards for Household Pets
  • Suggested Schedules for Pets Bathing and Grooming