Orlando, Florida, January 2015 – The Villas at Gervasi Vineyard, an independently-owned destination in Canton, Ohio, is the first property in the state to earn the Certified Guest Service Property designation from the American Hotel & Lodging Educational Institute (AHLEI). Gervasi Vineyard opened in March 2010 as a winery and restaurant. The lodging part of the property-six unique villas-opened in November 2011 as part of Gervasi’s expansion as a wedding and event destination.
To earn the designation, the property’s guest service employees completed AHLEI’s Guest Service Gold® training online and earned the Certified Guest Service Professional (CGSP®) designation.
“This is what our guests expect and what they deserve,” said Susan Monteleone, CGSP, villa operations manager. “We have to live up to and exceed our guests’ expectations. This training helps to make us more aware of what our guests are looking for.”
Monteleone said that she was introduced to Guest Service Gold® when she looked into the educational resources offered as a member benefit by the Ohio Hotel & Lodging Association (OH&LA).
“I thought that this was just the training that my guest service staff needs to give us the edge,” she recalled. “Why would we not want to do everything we can to go beyond our guests’ expectations?” She added that the training provided staff members with clear examples of extraordinary guest service and provided “food for thought” about what they could do to go above and beyond what they were already offering, to always think about the little details that would take their service to the next level.
“We are very proud of Gervasi’s achievement as the first property in Ohio to earn the CGSP designation-and the timing couldn’t be better,” said Phil Jenkins, OH&LA’s director of membership. “They are leading the path for 75 other small and independent properties in Ohio to receive Guest Service Gold® training through our new and exciting program, Unique Lodging of Ohio. I can’t think of a more powerful tool to benefit these members long-term.”
Monteleone said it was a great honor to be the first property in the state to earn the designation of Certified Guest Service Property.
“We’re very proud of that. I hope other properties follow in our footsteps. It’s definitely a worthwhile program,” she said.
For more information on Guest Service Gold® and becoming a Certified Guest Service Property, visit www.ahlei.org.
