Guest Service Gold Training and

PROFESSIONAL CERTIFICATION Issue Date hereby recognizes President & COO Expiration Date 1953 CAMERICAN HOTEL & LODGING ASSO 14-04713 Guest Service Gold Training and Guest Service Professional (CGSP ) American Hotel & Educational Institute upon the recommendation of the Certification Commission Chris Jones as a requirements, reflecting a commitment to maintaining the highest standards of competence as a hospitality professional. Guest Service Professional attesting to successful completion of the knowledge and experience Chairman, Certification Commission EDUCATIONAL INSTITUTE IATION The Guest Service Gold program by the American Hotel & Educational Institute (AHLEI) has been widely received by multiple CVB and DMO organizations across the country Although the program s initial intent was specific to the hotel industry, other facets in the hospitality industry have embraced, adopted, and certified their team members with the Guest Service Gold training. These include participants from restaurants, attractions, transportation companies, museums, and other hospitality service providers. Guest Service Gold Training AHLEI offers a solution to the industry s need for qualified, skilled workers who are ready to be successful in the hospitality field. Guest Service Gold features seven brief stories designed to motivate and inspire participants to go for the gold when it comes to providing service above and beyond the call of duty. This comprehensive training program introduces employees on how to achieve a memorable guest experience. Available in a classroom-format or online for individual training. Guest Service Professional (CGSP ) Core components include training with the Guest Service Gold program, followed by a comprehensive exam. Passing exam will earn the participant a worldwide recognized certification designation Guest Service Professional (CGSP ). 15-04893 Travel Oregon and the Oregon Restaurant & Association Education Foundation have partnered with the American Hotel & Educational Institute (AHLEI) to offer an exclusively priced training and certification program: Guest Service Gold and Guest Service Professional (CGSP ). This program will be available soon online and in the classroom. With more than 55 million visitors to Orlando each year, we pride ourselves on providing the very best in terms of customer service. The Guest Service Gold training was a great opportunity for our team to hone their skills so that we continue to provide the level of service our visitors have come to expect. Daniel Courtenay Chief Marketing Officer Visit Orlando Our goal is to help our visitors have the highest guest experience when they visit Chicago, and that starts when they come to one of our two visitor information centers and interact with our City Concierges, who are all Guest Service Professionals. Earning the CGSP designation is a good step in the right direction for Choose Chicago. Melody Laviste, Director Visitor Services Choose Chicago Working with AHLEI to become a Guest Service Destination partner is a real honor. Knowing how to make every guest s visit enjoyable and memorable is the cornerstone to every successful hospitality entity. Tamara Pigott Director Lee County VCB, FL WWW.AHLEI.ORG/GUESTSERVICEGOLD +1 407 999 8100

ABOUT CERTIFICATIONS Travel Oregon s partnership with Oregon Restaurant & Association Education Foundation (ORLAEF) and the American Hotel & Educational Institute (AHLEI) creates an enhanced opportunity for Oregon s hospitality industry members to earn a Guest Service Professional (CGSP) designation. This designation also provides the base for further certifications for industry members seeking training to help them advance their careers. Below is a sample of the current stackable certifications. OVERVIEW OF Certification CURRENT Career AHLEI Path CERTIFICATIONS Front Office Revenue Management Food & Human Beverage Housekeeping Maintenance Resources Sales Specialty Line Supervisor Managerial Department Head CRDE Rooms Division Front Desk Representative CMHS Master Hotel Supplier CHRM Revenue Manager CFBE Food and Beverage CHS Supervisor CHE Educator Restaurant Server CHA Hotel Administrator CHHE Housekeeping CHI Instructor Guestroom Attendant CHFE Facilities Maintenance Employee CGSP Guest Service Professional CSS Spa Supervisor CLSD Director CLSS Supervisor Officer CHTMP & Tourism Management Professional CHT Trainer CHDT Department Trainer CHIA Certification in Hotel Industry Analytics CHSP Sales Professional For more information about AHLEI certifications go to AHLEI.org/Certifications/AHLEI-Professional-Certification ABOUT THE OREGON RESTAURANT & LODGING ASSOCIATION EDUCATION FOUNDATION (ORLAEF) Why is ORLAEF involved in the CGSP training? It is because our mission is to create and support education initiatives and training programs for the hospitality industry, as well as promote its philanthropic contributions. Our work benefits the sustainability of the hospitality industry via workforce and career path development efforts so that the industry can continue to make vital economic and social contributions to our state and to its citizens. As a 501c3 non-political foundation of the Oregon Restaurant & Association, we have a unique relationship with the industry s largest training entities, the National Restaurant Association Educational Foundation and AHLEI. Our relationship with AHLEI has given us the ability to negotiate Travel Oregon s special offering for customer training and allows us to deliver it on Travel Oregon s behalf. 15-04889 Other curriculum and programs we support include ProStart and the & Tourism Management Program, both school-to-work industry training programs for high school students. We seek additional partners, mentors, sponsors, and volunteers to assist in our efforts. To find out how your organization can get involved, go to OregonRLA.org/ EdFoundation, or contact Wendy Popkin, Director, 971.224.1505 or WPopkin@oregonrla.org. WWW.AHLEI.ORG +1 407 999 8100

INTRODUCING OREGON S NEW CUSTOMER SERVICE TRAINING OPPORTUNITY Only 9% of customers will leave because they are lured away by the competition; 14% will leave because of dissatisfaction with the product; a whopping 67% will leave because of the attitude of one person in your organization, according to a study by the American Quality Association. Providing good customer service is essential to your business s reputation, a guest s return intent, and TripAdvisor reviews. In fact, a study from the Center for Research found higher review scores allow hotels to charge up to 11.2% more, while maintaining occupancy rates. But is there an accredited and reasonably priced resource available to help restaurants, hotels and hospitality organizations train their employees to provide better customer service? YES! A new partnership between ORLA s Education Foundation (ORLAEF), Travel Oregon, and the American Hotel & Educational Institute (AHLEI) provides special Oregon-only access to the internationally recognized Guest Service Gold training and certification suite used by industry leaders such as the Chicago CVB, Aramark, Royal Caribbean Cruise Lines, Universal Orlando Resort, and Provenance Hotels to name a few. ABOUT THE COURSE Guest Service Gold, an internationally accredited training program created by the American Hotel & Educational Institute, offers a comprehensive solution to the industry s need for an accessible, consistent, and affordable customer service training program that is applicable to any employee in the hospitality industry restaurants, attractions, visitor information, transportation companies, accommodations, and other hospitality service providers. Those who successfully complete the course and pass the test, are awarded the Guest Service Professional (CGSP) designation currently held by more than 12,000 hospitality industry employees worldwide. FORMAT: When taken online, the course and test typically takes from 45 minutes to two hours to complete. It can be stopped and resumed at any time and is compatible with PCs, MACs, and portable devices. A video features seven brief stories based on actual employee incidents that illustrate the program s core elements of providing excellent customer service. These elements are; Authenticity Intuition Empathy Delight Delivery Initiative Being a Champion

After each video segment, participants complete an exercise and take a review test in the workbook they downloaded from the course s Learning Center. These exercises reinforce attributes of the service element reviewed, immediately notes whether the student s answers are correct, and prepares them for the certification test at the course end. After participants complete all seven segments, they proceed to the online certification test. They must correctly answer 70% of the exam s questions to receive a passing grade. Results are immediately known and can be printed. A certification diploma and a CGSP pin will be mailed within 30 days. OREGON BENEFITS Oregon s hospitality industry colleagues can participate in this statewide training initiative and take the course at the lowest price available nationally. (Current rate is $85 for non-ah&la members/$58 for members). The price for Oregon participants is $30. As an added bonus, Oregon participants will also have access to the TripAdvisor Reputation Management for Front-Line Staff course, at no extra charge, when they use the online course materials. HOW TO ACCESS Online Takes an average of 1-2 hours to complete Can be stopped and started in between the seven learning segments and taken from desk, laptop, or mobile devices The Guest Service Gold curriculum and test is available in English and Spanish. The TripAdvisor course is available in English. Both courses comprise the exclusive Oregon package If you have any issues with purchasing and/or taking the on-line course, please call the AHLEI helpline at 877-767-1543 which is staffed Monday-Friday 8:00 a. m.-5:00 p.m. EST. You may also email them at helpdesk@ahlei.org. For individuals wanting to pay for and take the course: Go to www.ahlei.org/oregon After creating an account and paying the $30 fee, participants will receive access to the two courses, a downloadable workbook, and the certification test. Instructions for accessing the program are available here. For employers wishing to pre-pay for a quantity of courses that can be reassigned, go to www.ahlei.org/oregon and follow the instructions below; To pre-purchase by credit card: Courses can be pre-purchased in any quantity; follow instructions beginning on page 3 of this guide. A confirmation email will be sent to the purchaser with individual key codes that can be reassigned to participants. Using the pre-paid code, individuals can then set up their own accounts and proceed with taking the courses and test. To pre-purchase via check:

Please email Wendy Popkin at WPopkin@OREGONRLA.org. Be sure to include the following information; your name, organization, title, phone, mailing address, email address, and the number of courses/tests you want to pre-purchase. In-person training: ORLAEF will soon have certified trainers that will offer pre-scheduled classes throughout the state. Our goal is to have these up and running beginning fall 2015. If you are interested in a 3-hour customized session, complete the online request form at the end of this document Cost will vary depending on location, but the anticipated trainer s fee will be a minimum of $300 plus $30 per participant for course materials and test. Train the Trainer: Organizations may choose to have their own trainers certified so that they can operate inperson classes for their staff. The fee begins at $189 for a teacher s coursework edition and DVD. Each participant s printed workbook and test is $30. Questions? If you have any issues with purchasing and/or taking the on-line course, please call the AHLEI helpline at 877-767-1543 which is staffed Monday-Friday 8-5:00 p.m. EST. You may also email them at helpdesk@ahlei.org. If you have any questions/ideas about the Oregon program partnership, or in-person training, please contact Wendy Popkin, Director, ORLA Education Foundation, WPopkin@OregonRLA.org or Carole Astley, Industry Services & Visitor Information Senior Manager for Travel Oregon, Carole@TravelOregon.com.