 Orlando,
Florida, May 2012—Members of Visit Orlando, one of the
nation’s largest convention and visitors’ bureaus, are learning how to
make all
of their guest service interactions golden with training provided by
the American Hotel & Lodging
Educational Institute
(EI). EI presented its Guest Service Gold program and the Certified Guest Service Professional (CGSP) certification exam to 118 people from 36 Visit Orlando member companies on March 23 in a class held at the UCF Rosen School of Hospitality Management. The attendees ranged from vice presidents to line level employees and represented hotels, restaurants, transportation companies, attractions, museums, and shopping malls. Everyone who took the class passed the CGSP certification exam. Guest Service Gold, a guest service training program introduced by the Educational Institute in 2011, shows employees and properties how to achieve a new standard of exceptional service based on emotionally engaging with guests in memorable ways. Because of the initial program’s success, Visit Orlando is planning additional Guest Service Gold training. The next session is scheduled for June 22 and will be divided into two classes: one for human resource directors and training managers, focusing on how to bring the Guest Service Gold training to their organizations; and another for any individuals from Visit Orlando member companies. “EI commends Visit Orlando for taking the initiative to ensure that gold-level service is the standard throughout the city’s hospitality and tourism venues,” said Robert L. Steele III, CHA, EI’s president and COO. “With the passage of the Travel Promotion Act and other efforts to increase visitors to the area, the importance of great guest service to attractions, hotels, restaurants, and other tourist sites has never been more critical.” For more information on Guest Service Gold, visit www.ahlei.org/guestservicegold, or call 800-349-0299 or 407-999-8100. About the Educational Institute Established in 1953 as a nonprofit educational foundation of the American Hotel & Lodging Association, the Educational Institute’s mission is to continue being the preferred provider to the lodging industry, hospitality schools, and related hospitality industries by developing and providing quality resources to train, educate, and certify hospitality professionals worldwide. For more information about the Educational Institute training resources and professional certification, visit http://www.ahlei.org |