GUEST SERVICE GOLD® TOURISM OREGON

Guest service is the foundation and heart of every hospitality career. With solid guest service skills, your staff will be perfectly prepared for serving guests at your hospitality operation. Through Guest Service Gold, trainees learn how to anticipate guest needs, deliver memorable guest experiences, and turn around difficult situations. Participants who successfully complete the course earn an internationally-accredited credential, Certified Guest Service Professional (CGSP). This course was developed in partnership with AHLEI and the Oregon Hospitality Foundation.
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Access Training

TRAINING OPTIONS TO FIT YOUR NEEDS
​Guest Service Gold®: Oregon Tourism 

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 (contact for pricing)

• 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 30-45 minutes (study hours: 2.5)​

Have questions or need to email exams? Contact [email protected].

Access TRAINING & Resources

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: ​

1. Recovery: Turn it around (Theory Restaurant at OMSI)
2. Personalization: Provide an individualized experience (Timberline Lodge)
3. Knowledge: Be in the know (Sheraton Portland Airport Hotel)
4. Passion: Inspire others (St. Josef’s Winery)
5. Commitment: Be all in (Portland International Airport)
6. Inclusion: Include everyone (Oregon Convention Center)
7. 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."
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- American Quality Association 

SHOW YOUR COMMITMENT TO SERVICE:
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
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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)