GUEST SERVICE GOLD®

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.

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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Get Training Online:
Guest Service Gold online training is offered at the special Oregon rate of $30 (regularly $58-78). Organization’s 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:

Guest Service Gold® Tourism: OR Edition

Oregon tourism scenarios, applicable to all hospitality-related organizations.

Guest Service Gold® Golden Opportunities

Hotel specific scenarios, applicable to accommodations-based organizations.
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
Participants Will Receive: 
  • Workbook with practice tests and practical ideas for implementation
  • Diploma and lapel pin for those who successfully pass the test
  • Bonus course online: TripAdvisor® Reputation Management for Front-Line Staff

Get Training On-site:
Guest Service Gold training is also available on-site. In-person training packages begin at $1,000, which includes the instructor and 10 course packages. Depending on distance, travel expenses may be extra. 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. Request an instructor to teach at your location:
Please complete the inquiry form so that we can address your specific needs. If you have questions before doing that, please contact Wendy Popkin, executive director of ORLAEF.
Partners:
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. ​