Guest Service Training
Guest Service Gold® Tourism Oregon
Guest Service Gold builds the essential skills every hospitality professional needs to create exceptional guest experiences. Trainees learn to anticipate needs, exceed expectations, and resolve challenges with ease. Graduates earn the internationally recognized Certified Guest Service Professional (CGSP) credential. Developed with AHLEI and the Oregon Hospitality Foundation.
Training Options to Fit Your Needs
Guest Service Gold®: Oregon Tourism – To get started, click the Access Training link below. Once on the AHLEI website you will first need to create an account or login to an existing account and then see the purchase options for training.
Online Training | Oregon Custom Access $40
- Includes online training course and its certification exam
- Students who pass the exam will earn the Certified Guest Service Professional (CGSP) designation
- Available in English and Spanish
- Exam does not require a proctor
- Course length 2-4 hours (study hours: 2.5)
Classroom Training | Oregon Custom Access (email)
- Includes workbook and exam answer sheet
- Students who pass the exam will earn the Certified Guest Service Professional (CGSP) designation
- Available in English and Spanish
- Exam requires a registered proctor
- Course length 2-4 hours (study hours: 2.5)
Engaging the Seven Principles
The Guest Service Gold curriculum highlights seven principles of customer engagement and features true stories told by Oregon employees to illustrate:
- Recovery: Turn it around (Theory Restaurant at OMSI)
- Personalization: Provide an individualized experience (Timberline Lodge)
- Knowledge: Be in the know (Sheraton Portland Airport Hotel)
- Passion: Inspire others (St. Josef’s Winery)
- Commitment: Be all in (Portland International Airport)
- Inclusion: Include everyone (Oregon Convention Center)
- Personality: Be yourself (Travel Oregon Welcome Center)
Why Train?
"9% of customers will leave because they are lured away by the competition, 14% will leave because of dissatisfaction with the product, and 67% will leave because of the attitude of one person in your organization."
- American Quality Association
Become a Certified Guest Service Property
Once all guest service contact employees pass the Certified Guest Service Professional (CGSP) exam, your property or organization can apply to be recognized as a Certified Guest Service Property. Successful properties and/or organizations may receive a CGSP property certification plaque to display prominently for guest to recognize their commitment to providing exceptional guest service.
Contact Jennifer Bonilla with AHLEI for more information.
Program Partners
What the Industry is Saying
"As an owner and a chef, I can tell you that usually we say we are too busy to train or it is too expensive but this training will pay for itself. The feedback from the team was off the charts and everyone found it to be time well spent. Thanks again for providing us such a valuable experience!"
- Brian Williams, Big Wave Cafe (Certified Guest Service Gold Property)