Orlando, Florida, January 2016—The American Hotel & Lodging Educational Institute (AHLEI) has awarded Rocky Mountain Lodge, Aurora, Colorado, with the designation of Certified Guest Service Property for the second year in a row. Rocky Mountain Lodge is the first Air Force 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®). Nearly 40 associates have earned the individual certification after completing the Guest Service Gold® training.
The property, which opened in December 2011, has 150 rooms, 30 of which are extended stay units. General manager Joshua Coleman, MBA, CHA, CGSP, said that he jumped at the chance to offer his staff the Guest Service Gold® training and certification.
“We require it of every staff member,” he explained. “If it’s good for the front line, then it’s good for everybody. All of our employees are proud of their certification, and that attitude ripples throughout the organization. It has definitely raised the bar across the board for our team.”
Several employees also hold other AHLEI professional certifications, including the Certified Hospitality Supervisor (CHS®), Certified Hospitality Department Trainer (CHDT®), and Certified Hospitality Housekeeping Executive (CHHE®).
Coleman said that while the property recognizes employees of the month, quarter, and year, it’s hard to pinpoint any individual staff member for their Gold service, because everyone aspires to that level of guest care.
“Our guest service standards are already high. As a Certified Guest Service Property, we try to exceed that. When guests see our plaques behind the front desk, they are impressed,” he said. “This is who we are. If you are in front of us, you are the most important person on the planet.”
