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Guest Service Gold®

Training and Certification

Five-star service begins with your employees, and service is more important than ever in a tough, tight, and competitive market. Excellent guest service is not an expense, but an investment. Statistics prove that guests reward exceptional service with loyalty and increased spending. Look beyond the standard guest service training and get recognized for implementing and achieving guest service best practices with Guest Service Gold®.

Guest Service Gold® is a comprehensive program designed to accomplish the goal of creating guest service-oriented line level employees who know how to engage with their guests to provide memorable guest service. Core components include training, employee certification and property certification and can be implemented by any service oriented business, such as restaurants, transportation companies, attractions, retail outlets, not just lodging properties. It can also be used in academic settings to provide students with a solid foundation in guest service.

Core components include:   Training \ Employee Certification \ Property Certification (Industry-related)

The training features a choice between two separate programs: Guest Service Gold® Making Connections and the NEW Guest Service Gold® Golden Opportunities. Each option features seven different guest service elements presented through real stories that are designed to motivate and inspire your staff to 'Go for the 'Gold' when it comes to providing service that goes above and beyond what is expected.

Content
The choice between programs affords you the ability to select the training that best fits your needs.  The segments can be viewed individually to emphasize or strengthen particular deficiencies in service, or enjoyed together as one comprehensive program.  The segments are:

Guest Service Gold® Making Connections (copyright 2011)
Authenticity: Keeping it Real
Intuition: Read the Need
Empathy: Use your Heart
Champion: Be a Guest Hero
Delight: Provide a Surprise
Delivery: Follow Through
Initiative: Make the Effort

Guest Service Gold® Golden Opportunities (copyright 2015)
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

Group Training
Each Guest Service Gold® Training Program features a video (DVD format) with seven brief stories designed to motivate and inspire hotel employees to 'go for the gold' when it comes to providing service above and beyond the call of duty. These segments can be viewed individually to emphasize or strengthen particular deficiencies in service, or enjoyed together as one comprehensive program. Each Guest Service Gold® Training Program can be delivered in 2 to 4 hours.

Trainer/Instructor Resource(s) include:

DVD (22 minutes total running time)
Online portal access to downloadable instructions, templates, and forms
One Trainer's Guide included with each Guest Service Gold® Training Program
One Participant Workbook included with each Guest Service Gold® Training Program
(Participant workbooks, with accompanying exam scan sheet for the Certified Guest Service Professional (CGSP) exam, can be purchased separately.)

AH&LA member: $188.95 each version
Nonmember: $235.95 each version

Guest Service Gold Making Connections is available in Spanish.  Guest Service Gold Golden Opportunities will be available in Spanish soon.

Individual Training
If you are an individual currently employed in the hospitality industry and want to improve your guest service knowledge, we offer Guest Service Gold® Programs through online learning. These two-hour online training programs features the same video content found on the DVDs, as well as additional interactive activities with access to the certification exam upon completing the program.

Select from:  
Guest Service Gold® Making Connections or Guest Service Gold® Golden Opportunities

Bonus feature included in both programs include complimentary access to TripAdvisor® Reputation Management for Front-Line Staff online course. (Available only with the English online format.)

AH&LA member: $58.00 each version
Nonmember: $85.00 each version

Academic Institutions
Guest Service Gold® Training Programs are available to schools with additional materials to assist instructors with presenting the program in an academic setting. 
Click tab for Academic Resources.

For questions on the Guest Service Gold® Training and Certification program, please contact 800 349 0299 l +1 407 999 8100.

Certified Guest Service Professional (CGSP®)
Program elements cannot be combined, and selection of Guest Service Gold® Making Connections or the Guest Service Gold® Golden Opportunities, must be made during the purchasing process. Each program will lead to the same Certified Guest Service Professional (CGSP®) designation.

Prerequisites
Successfully complete one of AHLEI's Guest Service Gold® training programs online or by participating in a classroom or group training session.

    Exam

    • Available online or print, in English or Spanish. (Guest Service Gold® Golden Opportunities is currently only available in English.)
    • Individuals who pass the 30-question CGSP® exam with a score of 70% or higher will receive a certificate and CGSP® lapel pin

    Fee
    AH&LA member: $58.00 each version 
    Nonmember: $85.00 each version

    For additional information, contact the Professional Certification Department:
    Email: certification@ahla.com
    Phone: 888 575 8726 | +1 407 999 8100
     

    Certified Guest Service Property or Certified Guest Service Partner

    Prerequisites
    Once all guest service contact employees pass the Certified Guest Service Professional exam (using either Guest Service Gold® Making Connections or the Guest Service Gold® Golden Opportunities), your property or organization can apply to be recognized as a Certified Guest Service Property or Certified Guest Service Partner.

    Successful properties and/or organizations may receive a CGSP® property certification plaque to display prominently for guest to recognize their commitment to providing exceptional guest service.

    How to Apply
    Complete and return a CGSP® Property Application to AHLEI, along with the list of employees who obtained their Certified Guest Service Professional (CGSP®) designation. Contact an AHLEI account representative at 1 800 349 0299 or 1 407 999 8100, to submit your property's and/or organization's completed application for the Certified Guest Service Property or Certified Guest Service Partner designation.

    Recertification
    The Certified Guest Service Property or Certified Guest Service Partner designation is valid for one (1) year from the property issue date. AHLEI will send a notification letter 30 days prior to the expiration of a property's certification.

    Recertification Qualifications
    A verification letter to AHLEI from the General Manager of the property or the organization Human Resources department, acknowledging:

    • All current staff have been trained or received refresher training using AHLEI's Guest Service Gold® training program within the past 12 months
    • All current staff holds the Certified Guest Service Professional (CGSP®) designation

    Recertified properties will receive a new plaque with the updated year to display. For additional information, call 1 888 575 8726 or 1 407 999 8100.

    Guest Service Gold® Training Programs are 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. 

    Instructor Resources include:

  • Online portal access to downloadable instructions, templates, and proctoring instructions, class roster, and other forms
  • One Instructor Guide with each Guest Service Gold® Training Program

  • Student Materials include:  

  • Student workbook and certification exam scan sheet (sold separately)
       
  • Please note:

    The student materials are also available online. The instructor materials are not available in an online format. If students are accessing the Guest Service Gold® programs online, instructors will still need to purchase the print instructor materials.

    Academic Institutions call 1 800 344 4381 or +1 407 999 8100 for pricing.
     

    Abe Martin Lodge, Nashville, IN
    Allen Center, Evanston, IL
    American Hotel Register Co., Vernon Hills, IL
    ARAMARK Educational Services, Philadelphia, PA
    ARAMARK FDIC Training Center, Arlington, VA
    ARAMARK Federal Executive Institute, Charlottesville, VA

    Arizona Lodging & Tourism Association, Phoenix, AZ

    Asia American Hotel Management Co., Ltd., Shanghai, People Republic of China

    Asia World Hospitality, Makati City, Philippines

    Atmosphere, Kanifushi Maldives
    AyalaLand Hotels and Resorts Corp., Taguig City, Philippines
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    Beachbreak By The Sea, Panama City Beach, FL
    Beach Club I, Ft. Myers Beach, FL
    Beacon Hotel, Miami Beach, FL 
    Beijing Fenghua Education Consulting Co. Ltd., ChaoYang Dist., Beijing, China
    Bellows AFS, Waimanalo, HI
    Best Western Black Rock Inn, Fairfield, CT
    Best Western Clocktower Inn, Billings, MT
    Best Western Inn Sedona, AZ
    Best Western International, Inc., Phoenix, AZ
    Best Western Plus Chateau Granville, Vancouver, BC, Canada
    Best Western Plus Vineyard Inn & Suites, Penn Yan, NY
    Best Western Roundhouse, Boston, MA
    Best Western Seaport, New York, NY
    Best Western Woodbury, NJ
    Big Cedar Lodge, Ridgedale, MO
    Black Bear Casino Resort, Carlton, MN
    Black Orchid Management, Ltd., Monument, CO
    Boeing Crystal City Conference Center, Arlington, VA 
    Boeing Leadership Center, Florissant, MO
    Bushkill Inn & Conference Center, Bushkill, PA

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    California Hotel & Lodging Association, Sacramento, CA

    Canalta Assiniboia

    Canalta Brooks

    Canalta Camrose

    Canalta Esterhazy

    Canalta Hanna

    Canalta Humboldt

    Canalta Jurassic

    Canalta Lac La Biche

    Canalta Martensville

    Canalta Melfort

    Canalta Moosomin

    Canalta Oyen

    Canalta Ponoka

    Canalta Provost

    Canalta Rimbey

    Canalta Rocky Mountain House

    Canalta Selkirk

    Canalta Shaunavon

    Canalta Stettler

    Canalta Tisdale

    Canalta Weyburn

    Cape Town Hotel School Restaurant

    Central Florida Hotel & Lodging Association
    Chancellor Hotel, San Francisco, CA 
    Charles F. Knight Center, St. Louis, MO
    Chauncy Conference Center, Princeton, NJ
    Coakley & Williams Hotel Management Co., Greenbelt, MD 
    Coastal Hotel Group, Seattle, WA
    Comfort Suites, Nassau, Bahamas
    CONPEHT, Carolina, Puerto Rico

    Weisbaden Army Lodge, Wiesbaden, Germany
    Cunningham Children's Home, Urbana, IL

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    Desmond Hotel, Albany, NY
    Desmond Tutu Center, New York, NY

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    East West Hospitality, Beaver Creek, CO
    East West Resorts Beaver Creek, Avon, CO
    Elmendorf AFB Lodging, 
    Elmendorf AFB, AK
    El Nido Resorts, Makati City, Philippines
    Elounda S.A. Hotels & Resorts, Crete, Greece
    Emirates Academy of Hospitality Management, Dubai, UAE
    Entergy Powerhouse Conference Center, Jackson, MS
    Evaluation & Staffing Africa Ltd., Victoria Island, Nigeria 

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    Federacion Nacional de Hoteles de Venezuela, Caracas, Venezuela 
    Federal Executive Institute, Charlottesville, VA

    FHI360 Conference Center, Washington, DC
    Fluno Center, Madison, WI
    Fort Jackson Lodging, Ft. Jackson, SC
    Fort McCoy, Ft. McCoy, WI
    Four Points by Sheraton Colon, Colon, Panama  

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    Galt House Hotel, Louisville, KY
    Georgetown University Hotel and Conference Center, Washington, DC
    GHL Hoteles, Bogota, Colombia 
    Goldman Properties, Miami Beach, FL
    Good Nite Inn Management, Inc., Los Angeles, CA

    Good Nite Inn Buena Park

    Good Nite Inn Calabasas

    Good Nite Inn Camarillo

    Good Nite Inn Fremont

    Good Nite Inn Redlands

    Good Nite Inn Sea World
    Goodwill Career Training Center, Panama City, FL

    Grand Gateway Hotel, Rapid City, SD
    Grand Teton Lodge, Moran, WY 
    Grand Traverse Resort & Spa, LLC, Acme, MI
    Great Emperor Hotel, Macau

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    Hacienda de Goa Resort, Goa, India
    Hampton Inn, Cottondale, AL
    Hampton Inn, Fishkill, NY
    Hampton Inns of Tuscaloosa, AL

    Hampton Inn, Tuscaloosa East, AL

    Hampton Inn, Tuscaloosa University, AL
    Heritage Hotel, Southbury, CT
    HFL Corporation, State College, PA
    Highland Lake Inn, Flat Rock, NC

    High River Super 8
    Hilton Garden Inn, Panama 
    Holiday Inn City of Knowledge, Panama City, Panama 
    Holiday Inn North Haven, CT
    Holloman Inn AFB, NM
    Hospitality & Tourism Consultants SRL, Lima, Peru
    Hotel at Arundel Preserve, Hanover, MD 
    Hotel Coral Reef, Kapaa, HI
    Hotel Deluxe, Portland, OR
    Hotel Fifty, Portland, OR
    Hotel Lucia, Portland, OR
    Hotel Max, Seattle, WA
    Hotel Monteleone, New Orleans, LA 
    Hotel Murano, Tacoma, WA
    Hotel Preston, Nashville, TN
    Hotel SENA-Colombia, Bogota, Colombia 
    Huvafen Fushi, Maldives
    HVS Hotel Management, Boulder, CO

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    IDW Esperanza Resort

    Illinois Hotel & Lodging Association (IHLA), IL
    Inn at Seaside, Seaside, OR

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    Janelia Farm Research Campus, Ashburn, VA

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    Kamat Hotels India Ltd., Mumbai, India
    Kirtland AFB, NM

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    La Jolla Beach & Tennis Club, La Jolla, CA
    Lee County Visitor & Convention Bureau, Fort Myers, FL
    Lethbridge Lodge, Lethbridge AB, Canada 
    Liberty Inn, DuPont, WA  

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    Madison Concourse Hotel, Madison, WI

    March AFB, CA

    The Maslow, South Africa
    Microtel Inn & Suite, Uncasville, CT
    Mt. Washington Conference Center, Baltimore, MD
    Musgrave Hospitality Inns & Suites, Fort Saskatchewan, AB, Canada 
    Muskita Hotels Ltd (Four Seasons Hotel), Limassol, Cyprus 

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    NAF Atsugi, FPO, AP

    Navy Lodge- Everett, WA
    Navy Lodge- Jacksonville, FL
    Navy Lodge- Lemoore, CA 
    Navy Lodge Program, Norfolk, VA
    Navy Lodge- Washington, DC
    Navy Lodge- Yokosuka, FPO, AP
    Nickelodeon Suites, Orlando, FL 
    Northwest Inn, Woodward, OK 
    NYLO Dallas South Side Hotel, Dallas, TX
    NYLO Dallas/Las Colinas Hotel, Irving, TX
    NYLO Hotels LLC, Irving, TX
    NYLO Plano at Legacy Hotel, Plano, TX
    NYLO Providence/Warwick Hotel, Warwick, RI

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    Occidental Hotel & Resorts, Palm Beach, Aruba

    Oregon Restaurant and Lodging Association

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    Palestine, Ambassador Hotel
    Palestine, Azzahra Hotel
    Palestine, Caesar Company for Tourism Investment
    Palestine, Jacir Palace Hotel
    Palestine, Jericho Resort
    Palestine, Manger Square Hotel - Bethlehem
    Palestine, Mövenpick Hotel Ramallah
    Palestine, Murad Tourist Resort
    Palestine, Ritz Hotel
    Palestine, Royal Court Hotel
    Palestine, St George Hotel 

    PGA National Resort & Spa, Palm Beach Gardens, FL
    Plaza Beach Resort, St. Pete Beach, FL
    Potawatomi Carter Casino Hotel, Wabeno, WI
    Provenance Hotels, Portland, OR
    Providence Hotels, Portland, OR 
    Ptarmigan Inn, Hay River, NT, Canada 

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    Quality Suites- The Royale Parc Suites, Kissimmee, FL

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    Ramada Airdrie

    Ramada Brooks

    Ramada Camrose

    Ramada Cochrane

    Ramada Drayton Valley

    Ramada Drumheller

    Ramada Inn & Suites High River

    Ramada Lac La Biche

    Ramada Maingate at the Park, Anaheim, CA
    Ramada Maingate, Kissimmee, FL 

    Ramada Olds

    Ramada Pincher Creek

    Ramada Stettler

    Ramada Wainwright

    Ramada Westlock

    Ramada Weyburn
    Rataj Al Rayyan Hotel, Doha, Qatar 
    Red Coach Inn, Niagara Falls, NY
    Retaj Hotels & Hospitality, Doha, Qatar 
    Riverview Inn, Clarksville, TN
    Riverwind Hotel, Norman, OK

    Rocky Mountain Lodge
    Ross-ELCC 1270, Ann Arbor, MI
    Royal Caribbean Cruise, Ltd., Miami, FL
    Royal Sonesta Hotel & Casino, Panama 

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    Sanctuary Camelback Mountain, Paradise Valley, AZ
    Sandals Corporate University, Montego Bay, Jamaica 

    Sanibel Beach Club
    Schulich, Toronto, ON, Canada
    Sea Mist Resort, Myrtle Beach, SC
    Seda Hotels, Taguig, Philippines
    SENA (Servicio Nacional de Aprendizaje), Bogota, Colombia 
    Seneca College, Markham, ON, Canada 
    Sheraton Bijao, Santa Clara, Panama 
    Silver Mountain School of Hotel Management, Kathmandu, Nepal
    Snoqualmie Casino, WA
    Sonesta Hotel Cusco, Peru
    Sonesta Hotel El Olivar Lima, Peru
    Sonesta Posadas Del Inca- Arequipa, Peru
    Sonesta Posadas Del Inca- Cusco, Peru
    Sonesta Posadas Del Inca- Miraflores, Lima, Peru
    Sonesta Posadas Del Inca- Puno, Peru
    Sonesta Posadas Del Inca- Yucay, Cusco, Peru
    South Beach Biloxi Hotel & Suites, Biloxi, MS
    South Seas Island Resort, Captiva Island, FL

    St. Jame's Club, St. Johns, Antigua & Barbuda

    Super 8 Drumheller

    Super 8 St. Paul

    Swinosmish Casino & Lodge, Anacortes, WA

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    Taylor's Dining Room at Oklahoma State University

    Terenga International Hospitality Academy
    Terenga Limited, Victoria Island, Lagos. Nigeria
    The Hotel at Arundel Preserve, Hanover, MD
    The Sands at Grace Bay, Providenciales, Caicos

    The Villas at Gervasi Vineyard
    The Waterfront Shaw, Pune, India 
    The Wren at Vail, Vail, CO
    TownHouse Inn, Hamilton, MT
    Training Solutions of Department of Tourism & Commerce Marketing, Dubai, UAE

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    USAG Guest Stuttgart - Panzer Hotel

    USAID's Rritje Albania/CED Project, Albania

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    Vantage Hospitality Group, Inc., Coral Springs, FL
    Value Hotel Worldwide High End, Suwon, South Korea

    Verkiai Restaurant
    Visit Orlando, Orlando, FL 

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    Weisbaden Army Lodge

    Westin Hotel Atlanta North, Atlanta, GA

    Windward Passage Resort, Fort Myers Beach, FL

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    Xiamen Fliport Hotel Group, Peoples Republic of China

    Schools

    Airways School of Hospitality, Port Moresby, Papua New Guinea 
    Akron Public Schools- Office of Career Education, Akron, OH
    Alief ISD, Houston, TX
    Arkansas Tech University, Russellville, AR 

    Auburn University, Auburn, AL 

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    Bahamas Ministry of Education, Nassau, Bahamas

    Bahrain Institute of Hospitality & Retail, Barbar, Bahrain

    Business College of Athens, Athens, Greece

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    Cheyney University of Pennsylvania, Cheyney, PA
    Colorado Mountain College, Steamboat Springs, CO
    Community College of Baltimore County, Hunt Valley, MD
    Community Work Services, Boston, MA
    Coronation College of Hospitality, Toronto, ON, Canada 
    Cuesta College, San Luis Obispo, CA 
    Cuesta College, San Luis Obispo, CA  

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    Durham Technical Community College, Durham, NC

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    Eagle Point Resort, Vail, CO
    East Carolina University, Greenville, NC 
    EC Link Ltd., Taipei, Taiwan
    Empire Business College, Santa Rosa, CA 
    Estonian School of Hotel & Tourism Management, Harjumaa, Estonia

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    Flint Genesee Job Corps, Flint, MI 
    Florida International University, N. Miami, FL 
    Forest Career Tech Center, Leonardtown, MD
    Forest Hill High School, West Palm Beach, FL 

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    Gainsville High School, Gainsville, FL

    Goodwill Career Training Center, Panama City, FL 
    Great Oaks Institute of Technology, Cincinnati, OH
    Greater Lowell Regional Vo-Tech School District, Tyngsboro, MA 

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    HAAGA-HELIA University of Applied Sciences, Helsinki, Finland
    Hialeah Gardens High School, Hialeah Gardens, FL 
    Hocking College, Nelsonville, OH 
    Hokusei Gakuen University Junior College, Sapporo, Japan
    Hospitality Associates International, Nairobi, Kenya
    Hospitality High School of Washington DC, Washington, DC 
    Houston Community College System, Houston, TX 
    H.R. Academy, Yongsangu, Seoul, South Korea 

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    IHTTI International Hotel School, Switzerland
    IHTTI School of Hotel Management, Neuchatel, Switzerland
    Imperial Hotel Management College, Vancouver, BC, Canada 
    International Hospitality and Tourism Institute, Miami, FL
    Israel Academy of Cuisine, Jordon Valley, Israel
    Ivy Tech Community College Bloomington, IN

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    Jindal School of Hotel Management, India
    Johnson County Community College, Overland Park, KS

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    Kansas City Kansas Community College, Kansas 

    Keiser University, Ft. Myers, FL
    KRA Corporation, Camden, NJ 

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    Metropolitan Public Schools, Nashville, TN 
    Miami Beach Senior High School, Miami, FL 
    Mid-Florida Tech, Orlando, FL 
    Mobile Housing Board, Mobile, AL 
    Monroe Career and Technical Institute, Bartonsville, PA 
    Monroe Community College Assn. Bookstore, Rochester, NY
    MTI Community College, Burnaby, BC, Canada 
    MTI Community College, Burnaby, BC, Canada 
    MTI Community College, Surrey, BC, Canada
    MTI Community College, Vancouver, BC, Canada
    MTI Community College, Vancouver, BC, Canada 

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    Nato School Lodge, Oberammergau, Germany
    Newbury College, Brookline, MA

    New York City College of Tech., Brooklyn, NY
    Niagara University, Niagara University, NY 
    North America Education Institute (Taiwan) Inc., Richmond, BC, Canada 
    North Orange Community College, Anaheim, CA
    Northampton Community College, Bethlehem, PA 
    Northwest Career and Technical Academy, Las Vegas, NV
    NSHM Knowledge Centre, Durgapur, India
    Nunez Community College, Chalmette, LA

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    Petra Travel & Tourism Institute, Amman, Jordan

    Project Live Love, Alpharetta, GA 

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    Oklahoma State University, Stillwater, OK

    Orange Coast College, Costa Mesa, CA  

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    ResCare Workforce Services, Indio, CA

    Robertson College, Winnipeg, MB, Canada 

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    San Diego State University, CA
    San Mateo County Superintendent of Schools, Redwood City, CA 
    Seneca College, Markham, ON, Canada 
    Southern University, Baton Rouge, LA 
    Southern Utah University, Cedar City, UT 
    Sprott Shaw College, Vancouver, BC, Canada 

    Sullivan University, Louisville, KY
    Swiss IH&M Institute for Management & Hospitality, Weggis, Switzerland 

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    The Brooks Group, LLC, Washington, DC

    The Hotel Institute, Miami, FL 

    The International Bali Tourism Institute, Bali, Indonesia
    Trenton Central High School, Trenton, NJ 
    Tulsa Community College, Tulsa, OK 
    Tulsa Technology Center, Tulsa, OK

    Tuscaloosa Career & Technology Academy, Tuscaloosa, AL 

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    University of Houston, Houston, TX

    University of Macau, Taipa, Macau
    University of New Mexico Division of Continuing Education, Albuquerque, NM

    University of Phoenix, Phoenix, AZ
    University of Pittsburgh at Bradford, PA

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    Vicksburg Community Schools, Vicksburg, MI

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    White Mountains Regional High School, Whitefield, NH 
    Workforce Central Florida, Orlando, FL

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