Guest Service GOLD focuses on the seven key elements required to consistently deliver the highest level of guest service on an ongoing basis. In this highly interactive and hands-on course, participants will work in small group sessions and watch real-world training videos with multiple scenarios. Participants will walk away with an actionable guest service plan to take back to their establishment for immediate implementation.
9:00 a.m. – Introductions & Course Overview
9:15 a.m. – Guest Service Gold Topics: Recovery, Personalization, Knowledge, Passion, Commitment, Inclusion & Personality
12:00 p.m. – Break for Lunch
1:00 p.m. – Guest Service Simulation Exercises
4:00 p.m. – Certificates of Completion & Course Conclusion
What You Will You Learn:
• Recovery: Learning to recover from service failures and rebuild/strengthen guest relationships
• Personalization: Identifying approaches to individualized guest experiences
• Knowledge: Understanding the importance of knowing the services your organization offers
• Passion: Utilizing your passion to improve guest experiences and team morale
• Commitment: Leveraging commitment to improve guest service and team mindset
• Inclusion: Identify approaches to promote inclusion and ensure guests feel welcomed
• Personality: Utilizing your personality to improve the guest experience and differentiate yourself
Hone your adaptability and problem-solving skills with a state of the art, mixed reality simulation module that puts you in front of a 'living customer service avatar' while facing a real-world issue in the hospitality industry. This component of the course will allow you to immediately implement the powerful skills you have just learned in the Guest Service Gold course and put them into practice using your special brand of hospitality. This 'safe zone' approach will allow you to make mistakes and learn through individualized feedback as we wrap up the class.
Hotels, parks, entertainment companies, hospitals, and other organizations and professionals seeking to improve guest experiences, increase guest loyalty, and build best practices in guest service.
Willingness to be an engaged learner.
Mr. Mike Flores
Mike Flores is an experienced guest service and tourism professional with an undergraduate in Political Science and a Master’s in Business Administration from UTRGV. After serving in the military for eight years, Mr. Flores received an honorable discharge and returned to the Rio Grande Valley to begin his career in tourism. Since his departure from the military, he has had the opportunity to work in high-traffic tourism destinations such as the City of South Padre Island Convention and Visitor Bureau. In his career, Mr. Flores has acquired a wealth of experience in convention sales, sporting and special events, destination marketing, international tourism, business development, and tourism analytics. He currently specializes in group business convention services and marketing analytics. Mike is thrilled to be partnering with the University of Texas Rio Grande Valley and the American Hotel & Lodging Educational Institute (AHLEI) to certify guest service professionals and provide best practices to individuals & organizations seeking to improve their guests’ experiences.
Edinburg Course Information
Edinburg CESS Building
Mr. Mike Flores
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