YOUR NAME YOUR TITLE DATE Guest Service Gold® Training and Certification YOUR NAME YOUR TITLE DATE

About Us American Hotel & Lodging Association (AH&LA) Headquartered in Washington DC Provides focused advocacy, communications support, and educational resources for lodging industry Serving the hospitality industry for more than 100 years Representing 2.2 million Hotel rooms with over 16,000 member properties American Hotel & Lodging Educational Institute (AHLEI) Founded in 1953; the non-profit education and training arm of AH&LA Offices in Florida, Michigan, India and China Preeminent leader in hospitality certification 74 licensed affiliates in 45 countries More than 100 products in a variety of training media (online, video, print, distance learning, mobile applications) Product development in conjunction with direct industry input

Industry Recognized Certifications: Career Pathway

Professional Certification Over 20 Certifications Executive Level Department Heads Managers Supervisors Line

Certification Process Application Qualification Proctored Examination (paper-based or online) Certificate & Pin

Guest Service Gold® Training, Employee Certification, Property Certification Achieve a new standard of exceptional service based on emotionally engaging with guests in memorable ways.

Why guest do not return

Benefits of QUALITY Service Excellent service will bring more business than any marketing tool. Creates a link to the customer. Making him/her feel important is the most successful way to create loyalty. Confidence and comfort are the foundation of hospitality!

Guest Service Gold® Training Seven true brief stories designed to motivate and inspire hotel employees to ‘go for the gold’ when it comes to providing service above and beyond the call of duty. Segments focus on: authenticity, intuition, empathy, delight, delivery, initiative and being a champion

Connect with your guest Stay real – BE AUTHENTIC Make the effort – TAKE THE INITIATIVE Use your heart – BE EMPHATIC Read the need – BE INTUITIVE Offer a surprise - DELIGHT Follow up - DELIVER Become a hero of hospitality - CHAMPEON!!

Guest Service Gold® Employee Certification Employee who completes the Guest Service Gold® Training Program or an equivalent training program offered by the property is eligible to become a Certified Guest Service Professional (CGSP®). Passing score: 70% or higher.

Guest Service Gold® Nickelodeon - Property Certification

Guest Service Gold® Property Certification A property that certifies all of its line-level employees that are in contact with guests will become a Certified Guest Service Property.  Example line employees in: Front Office, Food & Beverage, Housekeeping, Security The property will receive a plaque to proudly display in their lobby/front desk area for guest to recognize their commitment to providing exceptional guest service. 

How do you see your guest? Important Valued Respected Special