GUEST SERVICE GOLD® TOURISM OREGONThis comprehensive program is designed to train line-level employees how to engage with guests to provide positive experiences. Participants who successfully complete the course earn an internationally accredited credential, Certified Guest Service Professional (CGSP), which provides the basis for additional accredited certifications.
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ENGAGING THE SEVEN PRINCIPLES
The Guest Service Gold curriculum highlights seven principles of customer engagement and features true stories told by Oregon employees to illustrate:
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WHY TRAIN?
"9% of customers will leave because they are lured away by the competition, 14% will leave because of dissatisfaction with the product, and 67% will leave because of the attitude of one person in your organization." - American Quality Association |
TRAINING OPTIONS TO FIT YOUR NEEDS
Online Training | Oregon Custom Access $30
Purchase online training for individuals. If you'd like to pre-register and pay for a group of employees who will each receive individualized access codes, call 503.682.4422 for details.
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In-Person Group Instruction with Your Own Trainer
To offer training and the exam in person, the instructor/proctor will first need to complete the academic instructor application.
Resources include: Quizzes, Exams (English & Spanish), Facilitator PowerPoint Presentations, and Handouts. Notes: Guest Service Gold online exams are not proctored; students do not need to create an online account. If you have any questions, please contact Jennifer Bonilla with AHLEI. |
CERTIFIED ORGANIZATIONS
Service-oriented organizations such as hotels, restaurants, attractions, guide services, and welcome centers can earn recognition as a Certified Property, Partner, or Destination if all front-line staff are engaged in this training.
Service-oriented organizations such as hotels, restaurants, attractions, guide services, and welcome centers can earn recognition as a Certified Property, Partner, or Destination if all front-line staff are engaged in this training.
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