Certified Guest Service Professional

Guest Service Gold® Training Program and Certification
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 front-line employees who know how to engage with their guests to provide memorable guest service.

Prerequisite: None
Core components include training, employee certification and property certification and can be implemented by any service oriented business, such as restaurants, transportation companies, attractions, and retail outlets, not just lodging properties. Completion of Guest Service Gold® can lead to
the Certified Guest Service Professional (CGSP®) designation. Once all front-line employees pass the CGSP, the property or organization can apply for the
Certified Guest Service Property designation.

Certified Guest Service Professional (CGSP®)
Each employee who completes Guest Service Gold® training Pis eligible to become a Certified Guest Service Professional (CGSP®).
• Exam consists of 30 multiple-choice questions that must be answered within a one-hour time period.
• Passing score: 70% or higher.
• Exams available online and paper-based, language availability varies.

Components
Guest Service Gold® training is available between two separate programs that support the Certified Guest Service Professional (CGSP®) designation.
Each option features seven different guest service elements that allows you to select the training that best fits your needs.
Guest Service Gold® Making Connections ©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 ©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

Certified Guest Service Property
Once all front-line employees who have guest contact pass the CGSP® exam, your property can apply to be recognized as a Certified Guest Service Property. Successful properties will receive a CGSP® certification plaque to display prominently for guests to recognize their commitment to providing exceptional guest service.
• The Property designation is valid for one (1) year from the property issue date.
• Properties will need to certify their new hires in order to receive a new plaque.

This certification is essential to promote your property’s commitment to guest service and guest satisfaction.