Orlando, Florida, October 2015 — The American Hotel & Lodging Educational Institute (AHLEI) has introduced a new Guest Service Gold® training program that offers seven NEW elements to inspire and motivate hospitality professionals. Guest Service Gold&rreg;: Golden Opportunities prepares individuals for the Certified Guest Service Professional (CGSP®) certification exam. Organizations can also use the original Guest Service Gold® (now renamed Guest Service Gold®: Making Connections) to prepare employees for professional certification.
The program, which is available in print and online formats, focuses on the following elements:
- Recovery: Turn it Around!
- Personalization: Provide an Individualized Experience!
- Knowledge: Be in the Know!
- Passion: Inspire Others!
- Commitment: Be All In!
- Inclusion: Include Everyone!
- Personality: Be Yourself!
These segments can be viewed individually to emphasize or strengthen particular service issues, or presented together as one comprehensive program. A trainer's guide covering additional topics, procedures, discussions and exercises enhances the program and allows for customization by property or organization.
Guest Service Gold®: Golden Opportunities can be delivered in two hours in a group setting or as individual training. Program components include:
• DVD (22 minutes total running time)
• Pre-shift lesson plans
• One Trainer's Guide (plus access to an online Instructor Portal)
• One Participant Workbook (additional workbooks may be purchased separately).
The online versions of Guest Service Gold®: Golden Opportunities and Making Connections also include complimentary access to the TripAdvisor® Reputation Management for Front-Line Staff online course.
The new Guest Service Gold®: Golden Opportunities is currently available in English. The program will be available in Spanish and Simplified Chinese later this year. For more information, visit www.ahlei.org.
