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Orlando, Florida, July 2014-The American Hotel & Lodging Educational Institute (EI) recently presented 25 employees of The Mall at Millenia in Orlando with their Certified Guest Service Professional (CGSP®) pins and certificates as the culmination of their Guest Service Gold® training. The employees included 15 members of The Mall at Millenia's concierge team, as well as security department and facilities department supervisors.  The Mall at Millenia is a 1.2 million-square-foot shopping destination featuring more than 150 stores and restaurants. It is the first retail property to train using Guest Service Gold®. 

"The Mall at Millenia is a world-class property that attracts a loyal shopper base of Central Florida residents, as well as guests who are visiting Orlando from around the world.   We are very appreciative of their patronage and want to ensure their interaction with our team conveys this message clearly," said Brenda Lounsberry, marketing director for The Mall at Millenia. "We committed to the Guest Service Gold® training program to give our staff the tools to attain our goal of providing guests the best possible experience."  

The Mall at Millenia guest services director Jaime Rhing first learned about EI's Guest Service Gold® training program in 2012, during a presentation to Visit Orlando, the city's official tourism association.  The mall rolled out the training in May to the concierge, security, and facilities departments, and plans to expand the training in the future. 

About the American Hotel & Lodging Educational Institute

Established in 1953 as a nonprofit education and training arm 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.

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

About The Mall at Millenia

Conveniently located just minutes from every major attraction in Orlando, The Mall at Millenia's overall shopping experience includes the opportunity to partake in a wide range of experience-enhancing services and amenities, including personal shoppers, trunk and fashion shows, special signature events, full-service salons, valet parking, a full-service concierge, currency exchange, multi-lingual staff and VIP "meet and greet" program, as well as an onsite U.S. post office with international shipping.

Daily shopping hours are Monday through Saturday from 10 a.m. until 9 p.m. and Sunday, 11 a.m. until 7 p.m. Many restaurants are open through midnight 7-nights per week. For more information, call (407) 363-3555 or visit the Mall's website at

About The Forbes Company

Based in Southfield, Michigan, The Forbes Company is a nationally recognized owner, developer and manager of iconic regional shopping centers, recognized throughout their respective markets for their retail innovation, fashion leadership, distinctive architecture and luxury appointments. These properties include: The Mall at Millenia in Orlando, Florida; The Gardens Mall in Palm Beach Gardens, Florida; Waterside Shops in Naples, Florida; and Somerset Collection in Troy, Michigan. For more information, visit

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