Guest Service Program Offers a Complete Training Plan and Certification

Guest Service Gold, a new guest service training program developed by the Educational Institute shows employees and properties how to achieve a new standard of exceptional service based on emotionally engaging with guests in memorable ways. It can also be used in academic settings to provide students with a solid foundation in guest service skills.

Employees/Properties

• Training for Groups
  Guest Service Gold features a video with seven brief stories —based on true stories of award-winning guest service—focusing on the emotional elements used to motivate and inspire hotel employees to ‘go for the gold’ when it comes to providing service above and beyond guests expectations.  This training can be delivered in 2 hours, and includes: a DVD, pre-shift lesson plans, one trainer’s guide, and five participant workbooks. 
  Download a SAMPLE Copy  

• Training for Individuals
  Guest Service Gold is now available as an online program ideal for individuals to complete independently. Individuals can purchase the program through EI's online shopping cart and receive an access code by e-mail. The code provides three months' access to the program from date of purchase.

• Employee Certification
  Each line-level employee who completes the Guest Service Gold Training Program or an equivalent training program offered by the property is eligible to become a Certified Guest Service Professional (CGSP). The participant materials and certification exam are available in both print and online formats.
   
• Property Certification
  A property that certifies 100% of its line-level positions will become a Certified Guest Service Property.  The property will receive a plaque to proudly display in their lobby/front desk area for guest to recognize their commitment to providing exceptional guest service. 

In order to become certified by the Educational Institute, employees must meet the knowledge requirements, the experience requirements and then successfully complete a certification examination.

Please note: students enrolled in an academic institution may waive the experience/time in position requirement for the Certified Guest Service Professional (CGSP) certification. In addition, they are not required to complete a separate certification enrollment application. The instructor’s academic roster serves as the student’s enrollment.

Academic Institutions

Every hospitality student needs to have a strong grounding in the art of guest service as the foundation for all of their hospitality knowledge and skills. Guest Service Gold is available to schools with additional materials to assist instructors with presenting the program in an academic setting. Schools may choose to use the program with or without the Certified Guest Service Professional (CGSP) exam. Student materials are available with or without the certification exam. Please note that instructor materials are not available in an online format. Even if students are accessing the program online, instructors will still need to purchase the print instructor materials.

Academic Program Features:

Instructor materials: 

• 1 DVD
• 1 Instructor resource disk with class roster and instructions (for using program and ordering certification exams)
• 1 hard copy Trainer's Guide
• 1 hard copy Participant Workbook

Student materials (print): 

• Participant Workbook and Certified Guest Service Professional (CGSP) scan sheet/exam, OR
• Participant Workbook only

Student materials (online): 

• Student online course and Certified Guest Service Professional (CGSP) online exam, OR
• Student online course only

For additional information, please call:

Academic Institution       1-800-344-4381 or 1-517-372-8800  

All other inquiries           1-800-349-0299 or 1-407-999-8100