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

2. 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

3. Industry Recognized Certifications: Career Pathway

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

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

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

7. Why guest do not return

8. 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!

9. 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

10. 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!!

11. 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.

12. Guest Service Gold® Nickelodeon - Property Certification

13. 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. 

14. How do you see your guest?
Important
Valued
Respected
Special