Today's successful hospitality employee must have effective guest service skills in today's competitive market. They must be able to engage and connect with their guest to go above and beyond the call of duty.
The Guest Service Gold® features 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 seven stories—based on true stories of award-winning guest service—feature emotional elements or qualities that engage guests, unlock their need, and connect with them to make their stay unique.The elements in these stories focus on: authenticity, intuition, empathy, delight, delivery, initiative and being a champion!
The Certified Guest Service Professional (CGSP®) designation provides recognition for those individuals that know how to achieve and express exceptional service by engaging with their guests and creating memorable experiences. Recognized worldwide, the CGSP® designation is the highest acknowledgment of awarding-winning guest service for employees in the lodging industry.
Successful candidates will receive a certificate and CGSP® gold lapel pin, to be worn on their uniform in recognition of their knowledge and skills in guest service.
Hospitality employees must have effective guest service skills in today's competitive market. They must be able to engage and connect with their guest to go above and beyond the call of duty.
Supervisory Skill Builders Course
Hospitality supervisors must have effective skills such as leadership, time management, and communication. They must keep pace with change, improve their knowledge, and share their experience with others.
The nine workbooks provide supervisors with insight into the skills and competencies they need to manage their staff and time. Supervisors will gain the know-how to communicate effectively, motivate their employees, resolve workplace conflicts, and to gain the respect, trust and support from the people who work for them.
Upon completion of the course, the participant can decide if they would like to take the Certified Hospitality Supervisor CHS® exam. The exam consists of 100 multiple-choice questions that must be answered within a two hour time period. All test questions are designed to test the candidate's mastery of various competencies derived from nine key areas of knowledge in combination with on-the-job hospitality work experience. The Certified Hospitality Supervisor (CHS®) is the most prestigious certification available to a hospitality supervisor. It is part of an elite group of hospitality professionals who by combining education and experience with dedication to the industry have achieved a high level of expertise.
The CHS® designation provides recognition for these skills. Recognized worldwide, the CHS® designation is the lodging industry's highest acknowledgment of professionalism for supervisors in the hospitality industry.
The suggested track is to complete one supervisory skills workbook per week. It is also suggested that 2 x two hour classroom session per section to cover the skills, engaging in discussion and introduce concepts. The class times and days will be determined by the property to meet the best schedule of its staff.
Participants should be screened and prepared to take on the additional hours required to complete the assignments and study for the exam.
Front Desk Representative
The Restaurant Server certification recognizes the skills and knowledge needed to succeed as a food service professional at a front-line position in a dining facility. Great food isn't enough to make an outstanding dining experience. That takes great service, too. The Restaurant Server certification brings the professional clout to the people who are in the front-line
Hospitality Specialty Courses (HSC) – S.T.A.R.T
Skills, Tasks and Results Training
A hotel room attendant is responsible for keeping guest rooms in a hotel, lodge or inn clean, safe, stocked and maintained. The Guestroom Attendant certification brings the professional clout to the people who are in the front-line with guests. The Guestroom Attendant certification recognizes the skills and knowledge needed to keep guest rooms clean, safe and maintained at a lodging property.
Guest Service Professional (CGSP®)
The Front Desk Representative certification recognizes the skills and knowledge needed to succeed as a professional in a front-line position at a lodging property. A front desk representative's goal is to meet the needs of all guests staying at the hotel, and to provide any necessary services to ensure a customer's satisfaction. The Front Desk Representative certification brings the professional clout to the people who are in the front-line with guests.
The Maintenance Employee certification recognizes the skills and knowledge needed to succeed as a professional in a front-line position at a lodging property. A hotel maintenance worker must perform a variety of responsibilities to ensure hotel maintenance standards are achieved, from carrying out repairs to cleaning up facilities. The Maintenance Employee certification brings the professional clout to the people who are in the front-line with guests.
Island Training Solutions is the Licensee and Partner for the American Hotel and Lodging Educational Institute (AHLEI) in the Northern Mariana Islands. A wide variety of hospitality training courses are offered that will lead to your staff to becoming certified by the world’s largest hospitality group whose training is recognized globally as the premier in hospitality educations, certification and training. Jim Arenovski also carries the designation as Certified Hospitality Trainer, CHT from the AHLEI. Here are a few of the more popular courses;
The certification is supported by the START (Skills, Tasks, and Results Training) programs. START resources present concise instructions for training new or prospective employees on how to perform key tasks correctly, along with the general hospitality knowledge, and soft skills needed in the hospitality industry.
Successful candidates who complete the START program and pass the certification exam will receive a certificate, lapel pin and global recognition for their accomplishment. The course takes approximately 20 hours of class room time and can be taught in 2 to 3 hours sessions.*
* Specialty Class Workbooks have the option for the property to extend the program with 40 hours of OJT.