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.