Guest Service Gold, a new guest service training program from the American Hotel & Lodging Educational Institute (AHLEI) shows employees and properties how to achieve a new standard of exceptional service based on emotionally engaging with guests in memorable ways.
Five-star service begins with your employees. Service is more important than ever in a tough, tight, and competitive market. Excellent guest service is not an expense, but an investment. Statistics prove that guests reward exceptional service with loyalty and increased spending. Guest Service Gold, a new guest service training program from the American Hotel & Lodging Educational Institute (AHLEI) shows employees and properties how to achieve a new standard of exceptional service based on emotionally engaging with guests in memorable ways.
There are three main components to Guest Service Gold: training, employee certification, and property certification. Employees who complete the training (or equivalent property or brand-specific guest service program) can apply for the designation of Certified Guest Service Professional (CGSP). Candidates who pass the 30-question CGSP exam with a score of 80 percent or higher will receive a certificate and CGSP lapel pin. In addition, every property that achieves 100 percent guest service certification among its line-level employees will be designated as a Certified Guest Service Property and will receive a plaque denoting its achievement to display in the lobby or front desk area. Property certification can be renewed annually.
The Guest Service Gold training program features seven brief stories designed to motivate and inspire hotel employees to ‘go for the gold’ when it comes to providing service above and beyond the call of duty. These seven stories—based on true stories of award-winning guest service—feature emotional elements or qualities that engage guests, unlock their need, and connect with them to make their stay unique. These segments can be viewed individually to emphasize or strengthen particular deficiencies in service, or enjoyed together as one comprehensive program. The program includes a DVD, pre-shift lesson plans, one trainer’s guide, and five participant workbooks (additional workbooks can be purchased separately).
Guest Service Gold will also be available as an online course, featuring the same video content and participant activities found on the DVD, as well as additional interactive activities to engage learners.
For Guest Service Gold pricing and additional details, please visit www.ahlei.org/guestservicegold or call 800-752-4567 or 517-372-8800. Outside the U.S. and Canada, please call 407-999-8100.