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  • Logo - AHLEI 60 Years
    • Guest Service Gold® Training and Certification

    • 
      • Look BEYOND the standard guest service TRAINING with GUEST SERVICE GOLD.

    • Five-star service begins with your employees, and 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. Look beyond the standard guest service training and get recognized for implementing and achieving guest service best practices with Guest Service Gold®.

      Guest Service Gold® is a comprehensive program designed to accomplish the goal of creating guest service-oriented line level employees who know how to engage with their guests to provide memorable guest service. Core components include training, employee certification and property certification and can be implemented by any service oriented business, such as restaurants, transportation companies, attractions, retail outlets, not just lodging properties. It can also be used in academic settings to provide students with a solid foundation in guest service skills.

      Training Resources

      Training;
      Guest Service Gold® 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 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 one participant workbook* and can be delivered comprehensively in 2 to 4 hours.

      AH&LA member: $179.95
      Nonmember: $224.95

      *additional workbooks can be purchased separately

      Also available in Spanish.

      Individual Training
      If you are an individual currently employed in the hospitality industry and want to improve your guest service knowledge, we offer Guest Service Gold through online learning. This two-hour online training features the same video content found on the DVD, as well as additional interactive activities.

      AH&LA member: $35.00
      Nonmember: $50.00

      Academic Institutions
      Guest Service Gold® is available to schools with additional materials to assist instructors with presenting the program in an academic setting. Schools may choose to use the program with or without the Certified Guest Service Professional (CGSP) exam. Student materials are available with or without the certification exam. Please note that instructor materials are not available in an online format. Even if students are accessing the program online, instructors will still need to purchase the print instructor materials.

      Instructor materials include a DVD, leader's guide, one sample participant manual, and instructor's resource disk that includes the certification exam, proctoring instructions, and class roster.

      Student materials include a participant workbook and optional certification exam scan sheet. Students who successfully complete the 30-question exam can earn the designation of Certified Guest Service Professional (CGSP) and receive a lapel pin, certificate, and congratulatory letter. The student materials are also available online.

      Academic Institutions call 1.800.344.4381 l +1.407.999.8100 for pricing.
      For all other inquiries, please call 1.800.349.0299 l +1.407.999.8100.

      Certification


      Certified Guest Service Professional (CGSP)


      Prerequisites

      An individual currently employed in any lodging, hospitality, tourism, or food and beverage position.
      Employees who complete the Guest Service Gold training (or equivalent property or brand-specific guest service program).
      Students who complete the Guest Service Gold training through an Academic Institution.

      Please note: students enrolled in an academic institution may waive the experience/time in position requirement for the Certified Guest Service Professional (CGSP) certification. In addition, they are not required to complete a separate certification enrollment application. The instructor's academic roster serves as the student's enrollment.


      How to Apply

      • Download the CGSP application form (PDF) or request by mail, phone, or fax.
      • Complete and return the application form by mail or fax, along with all supporting documentation and the application/examination fee.
      • The Educational Institute will review the application and send notification of acceptance within three weeks of receiving the application.

      Exam

      • Available online or print, in English or Spanish. All exams must be administered under the supervision of a proctor.
      • Individuals who pass the 30-question CGSP exam with a score of 70 percent or higher will receive a certificate and CGSP lapel pin.

      Fee
      AH&LA member: $50.00
      Nonmember: $75.00

      For additional information, contact the Professional Certification Department:
      Email: certification@ahla.com
      Phone: 888-575-8726 | 407-999-8100

      Property Certification


      Certified Guest Service Property or Certified Guest Service Partner

      Prerequisites

      Once all guest service contact employees pass the Certified Guest Service Professional exam, your property can apply to be recognized as a Certified Guest Service Property or Certified Guest Service Partner.

      Successful properties and/or organizations will receive a CGSP property certification plaque to display prominently for guest to recognize their commitment to providing exceptional guest service.

      How to Apply

      • Complete and return a CGSP Property Application to the Educational Institute, along with the list of employees who obtained their Certified Guest Service Professional (CGSP) designation.  An Educational Institute account representative can be contacted, at 800-349-0299 or 407-999-8100, to submit your property's and/or organization's completed application for the Certified Guest Service Property or Certified Guest Service Partner designation.

      Recertification
      The Certified Guest Service Property or Certified Guest Service Partner designation is valid for one (1) year from the property issue date. The Educational Institute will send a notification letter 30 days prior to the expiration of a property's certification.

      Recertification Qualifications

      A verification letter to the Educational Institute from the General Manager of the property or the organization Human Resources department, acknowledging:

      • All current staff have been trained or received refresher training using the Educational Institute's Guest Service Gold (or comparable) guest service training program within the past 12 months.
      • All current staff holds the Certified Guest Service Professional (CGSP) designation.

      Recertified properties will receive a new plaque with the updated year to display. For additional information, call 888-575-8726 or 407-999-8100.

      Schools

      Guest Service Gold® is available to schools with additional materials to assist instructors with presenting the program in an academic setting. Schools may choose to use the program with or without the Certified Guest Service Professional (CGSP) exam. Student materials are available with or without the certification exam. Please note that instructor materials are not available in an online format. Even if students are accessing the program online, instructors will still need to purchase the print instructor materials.

      Instructor materials include a DVD, leader's guide, one sample participant manual, and instructor's resource disk that includes the certification exam, proctoring instructions, and class roster.

      Student materials include a participant workbook and optional certification exam scan sheet. Students who successfully complete the 30-question exam can earn the designation of Certified Guest Service Professional (CGSP) and receive a lapel pin, certificate, and congratulatory letter. The student materials are also available online.

      Academic Institutions call 1.800.344.4381 l +1.407.999.8100 for pricing.

      For a complete list of participating schools click here.