Orlando, Florida, September 2015—The American Hotel & Lodging Educational Institute (AHLEI) has awarded Navy Lodge Everett with the designation of Certified Guest Service Property. It is the first Navy lodging operation to earn this title, which is presented to properties that train their employees using AHLEI’s Guest Service Gold® program and certify all guest-facing staff as Certified Guest Service Professionals (CGSP®). Fifteen associates earned the individual certification after completing the paper-based Guest Service Gold® training.
“Our goal was to learn more about guest service skills and to provide memorable premier guest service to our service members and their families,” said Dominic Lewis, general manager. “Being a Certified Guest Service Property shows our guests that we understand each and every one of their needs and work diligently to meet those needs.”
Lewis gave one example of a recent Guest Service Gold® moment that touched a guest.
“Jacqueline Barbon, my guest representative lead, saw one of our PCS (permanent change of station) guests with her daughter in the lobby reading the first Harry Potter book. Jacqueline went out of her way to find the complete Harry Potter series for her and they were grateful and happy,” he said.
This is not the first “gold” award that Navy Lodge Everett has won. This past April, AHLEI presented the property with the Military Training Excellence Gold Award, which recognizes military hotels that achieve exceptional standards by placing a high value on professional development, training and continued education with the results of increased guest satisfaction and associate certification.
