DS9 Document EFTA00459223

PALM BEACH ESTATE ACADEMY Curriculum Certified Estate Management Program Spring 2017 EFTA00459223 The Certified Estate Management Program Program Curriculum The PBEA Estate Management program is a 6 week, 270 Hour intensive training schedule that provides a solid foundation for students interested in pursuing a career in Estate, Property or House management in the private service industry. It presents the technical skills, the management tools, personal development and broad range knowledge required to succeed in the Service Management Profession After completing our training, students will leave with the following tools:  Estate Management Certification  Entertainment & Event Planning  Luxury Service Etiquette and Protocols  Fine Housekeeping techniques  Security & Smart Home Technology  Property & Grounds Maintenance  Culinary for Private Service  Private Service Sommelier Service The program is designed by industry professionals and is constantly updated to reflect the ongoing developments in technology and Industry requirements. 2 EFTA00459224 Relationship of Service and Leadership Being successful at a career is not only a matter of understanding the job, it is also about understanding of one self. Why do I want to work in the Service Industry, what are my Service Styles? We cover:  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 vs. 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 3 EFTA00459225 Management Techniques As an Estate Manager your most important job is to identify service expectations and then customize a service delivery plan. We teach the process of identifying, organizing and prioritizing household staff duties and service expectations. Areas of emphasis include:  Introduction to Service Management and Management Tools  Identifying Vision and Service Goals  Employers Family Tree and Traditions  Household Favorites and Preferences  Family Schedules  Establishing the Environment  Physical Structure and Service Flow  Housekeeping and Maintenance Task Sheets  Employer's Service Standards & Matrix  Provider's Technical Skills Qualifier and Matrix  "Schedules & Position Descriptions Service Standards in:  Administration, Calendars, Inventory Housekeeping Schedules  Culinary Expectations  Clothing and Valet Care  Entertainment — Event Planning  Property and Grounds Management Maintenance Task Schedules  Transportation and Travel Schedules  Safety and Protection Management  Personal Care: Elder, Guest, Child (Nanny), and Pet  Special Events, Budgets/Expenses,  Maintenance Projects, Inventory, art and Collectibles  Overall Service Matrix 4 EFTA00459226 Service Standards and Technical Skills Students are empowered with the skills needed to be leaders of people and managers of projects in Private Service. Accepted Human Resource Practices, Time Management, and the Supervision of Vendors in the Business of Private Service Management are taught. Students experience the different roles within the home environment and learn that it can be as challenging to Receive Service, as it is to Give.  Introduction to Administrative Standards Time Management  Managing Calendars, Cell Phones and other Electronic Devices  Service Flow  Hiring and Retaining Household Staff  Background Investigations  Desired Management Traits  Managing and Resourcing Support Vendors  Inventory, Art and Collectibles  Introduction to the Family Office Household Finances,  Records and Budgets (QuickBooks)  Staff Clothing and Uniforms Housekeeping and Valet Techniques & Standards:  Housekeeping Standards and Philosophy  Household Housekeeping Techniques and Tool Box  Daily, Weekly and Detail Cleaning  Detail Housekeeping & System Schedules Cleaning Products (Green)  Chemicals, Tools, and Cleaning Closet Organization  Care and Identification of Fine Bed Linens  Bed Making and Turndown Service  Care of Fine Art and Collectibles  Conservation of Fine Art  Oriental Rugs and Care  Staff Training Inspections and Supervision s EFTA00459227 Service Standards and Technical Skills continued... Clothing & Valet Standards:  Closet Organization  Sewing Skills, Emergency Repair  Recognition of Designer Clothing  Understanding of Dry Cleaning  Valet, Folding, and Packing for Travel  Ironing and Steaming Skills  Laundry Skills  Care of Fine Table Linens and Spot Removal  Leather and Shoe Polishing Basic Culinary Training for Private Service As an Estate Manager you are typically not expected to be in charge of every day cooking at the household, but we provide you with the skills needed to prepare simple, tasty meals if needed. But, most of all, the ability to pair wine and food and prepare menu suggestions is a valuable skill Culinary Standards:  Food and Kitchen Safety  Kitchen Organization, Equipment  Nutrition, Healthy Cooking  Food Purchasing, Fresh and Bulk  Storage, Refrigeration  Menu Planning  Product Identification  Health Food and Use of Fresh Ingredients Hors d'oeuvres  The Marriage of Food and Wine  Family Favorites, Menus and Comfort Food 6 EFTA00459228 Entertainment in Private Service The Ballet of Service is an inspirational and educational experience where students become fully acquainted with Private Service Event Planning. The Formal Dinner is scheduled; Table Etiquette, Protocol, Formal and Informal Entertaining, Table Service, Table Settings are practiced with Floral Design along with Care of Fine Linens. Students also practice the Marriage of Food and Wine, Sommelier Service, Organoleptic Tasting, Wine Cellar Management, Classic Cocktails, and Cigars. Event Planning and Ballet of Service:  Setting-up for Entertaining (the Ballet of Service)  Event Planning and Logistics  The Formal Table  Seating Charts  Table Settings  Table Service Styles  Table Linens  Caterers, and Rentals  Identification and Care of China, Crystal, and Silver  Flower Arrangements and Design Etiquette and Principals of Service:  Entertaining Etiquette  Personal Service Graces and Formal Introductions  Grooming, Speech, and Writing Personal Presentation  The Luxury Market  Fine Stationary 7 EFTA00459229 Entertainment in Private Service continued... Sommelier Course:  The History of Wine  Components of Wine  Wine and Beverage Service  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  Sommelier Service  Liquor and Bar Set-up  Coffee, Tea and Water Service  Introduction to Cigars Property and Grounds, Maintenance, Transportation & Travel and Security Standards Master gardening and Smart Home Technology has become essential knowledge to the Private Service Profession. In the Estate Management Program the student will learn from landscape experts, technology gurus and security professionals the major points of knowledge required of a Household Professional  Care of Grounds and Property  Horticulture and Landscaping  Basic Household Maintenance  Intelligent Home Technology Home & Security Systems  Luxury Car Care & Chauffeuring  Concierge & Travel Services  Fire Protection  Advanced Care: CPR and First Aid a EFTA00459230 Personal Care Standards Personal care is the center of the relationships you will create with your principals and their families and guests. You will learn about each of the personal care disciplines as they pertain to Children, Elders, Guests, and Pets; how to set up support staff and schedule daily care Child Care Standards:  Nanny Management System  Terms and Definitions  Nanny Management  Politics and Etiquette of the Household  Conflicts Between Nannies and Parents  Schedules Elder Care Management:  Senior Service Management  Aging of America  Mental, Spiritual, and Physical support  Social Support and Staying Active  Management of Care Givers and Schedules Guest Care Standards:  Guest Care Management  Concierge Services  Guest Service Visions and Favorites  Entertainment  Service Standards and Tracking Favorites Pet Care Standards:  Pet Care Management  Service Standards for Household Pets  Suggested Schedules for Pets  Bathing and Grooming 9 EFTA00459231 Setting up a Service Management System This is the capstone of the Household Management Certification and it is where you actually create and customize a service management plan. The student will utilize all aspects of the service management system presented at the beginning of the course and demonstrate knowledge and ability in identifying specific service standards for Principals in all service categories and put the service plan into action. This is where you complete a Household Manager's book.  Customizing a Service Management Plan and Creating a Household Manager's Book  Identifying the Principal's Lifestyle Service Vision  Identifying the Environment  Identifying the Service Standards  Working with the Service Management System's Tools  Presenting it to Your Principals and Fine Tuning The Schedule The Estate Management Course runs 5 days a week, Monday through Friday for 6 full weeks. 270 hours of classroom and hands-on tuition will be done at the magnificent PBEA Estate in Palm Beach, Florida, for a hands on training that realistically mimics the real life working conditions the candidates will experience upon employment. 2017 classes will start in May 10 EFTA00459232