GUEST SERVICE GOLD®

Internationally Accredited Professional Certification

​Five-star service begins with your employees. Ensure your team has the tools needed to give the best guest service possible with Guest Service Gold® training and certification. This comprehensive program is designed to train line-level employees to engage and provide memorable guest service. Core components include training and employee certification. Service-oriented organizations such as hotels, restaurants, attractions, and retail outlets can earn recognition as a Certified Property, Partner, or Destination if all front-line staff are engaged in this training. Read more about how to utilize this training as a tool in "Empowering Guest Service."

There are two versions of this course, both using the same seven principles of customer engagement and featuring true stories told by actual employees to illustrate these core principles. 

  1. Recovery: Turn it around (Theory Restaurant at OMSI)
  2. Personalization: Provide an individualized experience (Timberline Lodge & Ski Area)
  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)
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Training Options to Fit Your Needs
Online
Receive the special Oregon rate of $30 (regularly $58-78). You can pre-register and pay for a group of employees or individuals can register with a credit card. Upon successful completion of the program, individuals will be recognized as a Certified Guest Service Professional (CGSP®). Learn more about these two versions of the course: 
In-Person Training​
  • Our trainers can come to you! Packages, which include the instructor and 10 course workbooks and texts, begin at $1,000. Additional participants (up to 24 total) can be accommodated in one session. Each participant, after 10, needs their own workbook and test; the cost per additional person is $30 + $5 shipping. Travel reimbursement may be additional, depending on your location. Request an instructor to teach at your location.
Scholarships
Scholarship funding may be available through these Regional Destination Management Organizations:
Download the Guest Service Gold flyer. 

​Partners:
TRAINING & EVENTS
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
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)
This project is a joint collaboration between the Education Foundation of the Oregon Restaurant & Lodging Association and AHLEI, and made possible by the generous sponsorship of Travel Oregon. ​

Contact Wendy Popkin, executive director of ORLAEF with questions or comments.