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      Common Guest Service Philosophy Unites EI and New Partner Welkom-Expertise

      Michel Thomas - Ed Kastli - Yves Ridel

      While attending the AMFORHT forum in Paris last fall, EI's international vice president of sales Ed Kastli met Michel Thomas, director general, France and Monaco, of Welkom-expertise International, a hospitality training organization. They soon discovered that they both shared the same vision of the importance represented by high quality service. They spent a lot of time discussing guest service philosophy and how hotel staff can be more effective in the role of "ambassador of their company."  Ed later visited with them in March of this year at their office located in Nice as seen here in the photo.

      With EI and Welkom-expertise sharing the same ideas, Thomas, a 30-year hospitality industry veteran, decided to give the opportunity for the company to become a European partner of EI. Originally set up to deal with business image to expand communication for companies and individuals, Welkom-expertise now specializes in hotel and tourism industry training. All of the company's trainers have hotel and tourism industry experience as well as experience in training adults.

      As an EI partner, Welkom-expertise promotes and utilizes the Guest Service Gold training program and the Certified Guest Service Professional (CGSP®) certification in France, and also offers supervisors the Supervisory Skill Builders training program and the Certified Hospitality Supervisor (CHS®) designation.

      "For Welkom-expertise, there is no doubt that the way hotel staff act, the way they welcome their guests, determines the perception of the hotel by its customers, its competitors and the hospitality marketplace," said Thomas. "Along with EI, Welkom-expertise hope to reinforce its presence on the French market teaching hospitality employees how to act in a professional manner, communicate well and interact positively with others, turn an 'ordinary ' job into an 'extraordinary' one, refine communication skills and polish professional image, get a better knowledge in etiquette and international protocol, and discover the keys to customer service excellence." 

      With their commitment to providing effective hospitality training and with their belief in the Guest Service Gold training program, Welkom-expertise undertook the translation of the workbook and the subtitling of the DVD in French.

      Published June, 2013.

      About the American Hotel & Lodging Educational Institute
      Established in 1953 as a nonprofit educational foundation of the American Hotel & Lodging Association, the Educational Institute’s mission is to continue being the preferred provider to the lodging industry, hospitality schools, and related hospitality industries by developing and providing quality resources to train, educate, and certify hospitality professionals worldwide.