Skip to main content
UTRGV
Give Apply
UTRGV Logo
  • Directory
  • myUTRGV
  • Maps
  • Give
  • Apply
  • Search
  • Home
  • Professional Education and Workforce Development
  • Language Programs
  • Campus Food Security Initiative
UTRGV
The University of Texas Rio Grande Valley

Continuing Education Office of Professional Education & Workforce Development

  • Home
  • Professional Education and Workforce Development
  • Language Programs
  • Campus Food Security Initiative
Guest Service Gold Tourism

Guest Service Gold Tourism  


This course prepares current and future guest service professionals to become an American Hotel & Lodging Educational Institute (AHLEI) Certified Guest Service Professional (CGSP ®).

Subscribe
  • Programs (current)
    Business and Legal Education Executive Education Health and Fitness Information Science Leadership and Management Marketing and Creative Technology Personal Enrichment Test Preparation
  • Scheduled Courses
  • Information

Description:


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.

Course Itinerary:
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


Details:



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

Days:
TBA

Dates:
TBA

Times:
TBA

Duration:
6 hrs

Format:
In-Class

Location:
Edinburg CESS Building

Instructor:
Mr. Mike Flores

Cost:
$ 270

- More of What You're Looking For -


Certificate in Business Communications

Certificate in Business Communications

This certificate offers instruction on crafting many of the most common business communication formats.

Certificate in Grant Development

Certificate in Grant Development

This program is designed to provide you with the resources, expert guidance, and mentoring needed to write a competitive grant proposal.

Certificate in Human Resource Management

Certificate in Human Resource Management

In this program, you will gain the practical skills needed to manage critical HR functions on a daily basis and avoid legal pitfalls.

Certificate in Business Writing

Certificate in Business Writing

In this course, you will learn to create well-written emails and documents to earn respect from your peers.

Paralegal Certificate Program

Paralegal Certificate Program

Train to interview witnesses, research the law, create legal documents, and prepare cases for courtroom litigation.

Real Estate Certificate Program

Real Estate Certificate Program

This program is designed for individuals interested in earning a Texas Real Estate License which requires you to complete six qualifying education courses of study.

Supply Chain Management Basics

Supply Chain Management Basics

This course introduces the core concepts and components of supply chain management, including supplier evaluation, logistics, inventory management, and other supply chain practices.

Play Stop

Contact Us - UTRGV Continuing Education


UTRGV CESS BLDG

1407 E Freddy Gonzalez 
CESS Building, Rm. 1700
Edinburg, TX 78539-2999

Phone: (956) 665-2071
continuinged@utrgv.edu

Brownsville Campus

101 St Joseph Dr, 
Brownsville, Texas 78520

Phone: (956) 882-7711

Hours

Monday - Friday
8:00 AM - 5:00 PM CST

Find us on Social Media


LIKE. FOLLOW. SUBSCRIBE. ADD.


Download the UTRGV App for Apple Download the UTRGV App for Android
UTRGV

The University of
Texas Rio Grande Valley

Connect with us:


  • Site Policies
  • Contact UTRGV
  • Required Links
  • Fraud Reporting
  • UTRGV Careers
  • Clery Act Reports
  • Web Accessibility
  • Texas Veterans
  • Mental Health Resources
  • Sexual Misconduct Policy

©2019 - The University of Texas Rio Grande Valley.