GUEST SERVICE TRAINING - TWO COURSES!

Providing a positive guest experience has never been more important than it is now–and it has never been more challenging.

The Oregon Hospitality Foundation (OHF) offers two courses, each available in English or with Spanish subtitles, that provide turn-key curriculum to minimize trainer preparation needs. Participants can take either course as self-directed online, or instructors can utilize the tools for virtual or in-person training. Guest Service Gold Tourism Oregon is internationally-accredited and offers foundation principles for providing consistent customer service. Providing Service While Supporting Safety specifically focuses on service challenges that are being encountered during the pandemic, such as lack of adherence to health protocols. 
GUEST SERVICE GOLD® TOURISM OREGON
Internationally-Accredited Professional Certification 
Developed in collaboration with the American Hotel & Lodging Educational Institute, the course introduces principles essential to providing quality customer service. Seven videos, each featuring real Oregon employees from a variety of organizations ranging from restaurants to hotels, the airport to a visitor center, share their service challenge stories and their solution-oriented approach. The curriculum builds upon these stories and summarizes attitude and actions that were essential to creating a positive guest experience.  Review materials and practice exercises provide solid models for participants to apply to their own encounters. Those who pass the final test earn the internationally-recognized credential Certified Guest Service Professional. Includes complimentary access to TripAdvisor® Reputation Management for Front-Line Staff. To see more details and purchase this course, click the button below.
PROVIDING SERVICE WHILE SUPPORTING SAFETY - New!
Focuses on Service Challenges Specific to the Pandemic
Developed in collaboration with Oregon hospitality industry partners, the course highlights four scenarios representing common challenges staff are experiencing while trying to balance service principles with safety protocols. There are two versions, one set in a restaurant and one set in a hotel. Each feature four scenarios with videos depicting unsuccessful approaches that lead to customer dissatisfaction and/or escalation. Narration follows each unsuccessful attempt and highlights what went wrong. This summary is followed by a second video that illustrates a more successful approach and concludes with takeaway action steps for staff to use when facing similar challenges. For more information and to request access to these free training courses, click the button below. 
Questions about either course? 
Please contact us at 503.682.4422 or send an email to Irina Bakun at IBakun@OregonRLA.org with "Guest Service Training Request" in the subject line.
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)