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Orlando, Florida, October 2015 — The American Hotel & Lodging Educational Institute (AHLEI) has introduced a new Guest Service Gold® training program that offers seven NEW elements to inspire and motivate hospitality professionals. Guest Service Gold®: Golden Opportunities prepares individuals for the Certified Guest Service Professional (CGSP®) certification exam. Organizations can also use the original Guest Service Gold® (now renamed Guest Service Gold®: Making Connections) to prepare employees for professional certification.

The program, which is available in print and online formats, focuses on the following elements:

  • Recovery: Turn it Around!
  • Personalization: Provide an Individualized Experience!
  • Knowledge: Be in the Know!
  • Passion: Inspire Others!
  • Commitment: Be All In!
  • Inclusion: Include Everyone!
  • Personality: Be Yourself!

These segments can be viewed individually to emphasize or strengthen particular service issues, or presented together as one comprehensive program. A trainer's guide covering additional topics, procedures, discussions and exercises enhances the program and allows for customization by property or organization.

Guest Service Gold®: Golden Opportunities can be delivered in two hours in a group setting or as individual training. Program components include:

• DVD (22 minutes total running time)

• Pre-shift lesson plans

• One Trainer's Guide (plus access to an online Instructor Portal)

• One Participant Workbook (additional workbooks may be purchased separately).


The online versions of Guest Service Gold®: Golden Opportunities and Making Connections also include complimentary access to the TripAdvisor® Reputation Management for Front-Line Staff online course.

The new Guest Service Gold®: Golden Opportunities is currently available in English. The program will be available in Spanish and Simplified Chinese later this year. For more information, visit  

About the American Hotel & Lodging Educational Institute (AHLEI)

Established in 1953 as the nonprofit education and training arm of the American Hotel & Lodging Association (AH&LA), AHLEI’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 educate, develop, and certify hospitality professionals worldwide.

Contact: Elizabeth Johnson, Senior Public Relations & Marketing Manager / +1.517.318.2359

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