A typical business receives feedback from only around 4% of its unhappy customers — 96% just go away … and 91% will never come back. (Source: “Understanding Customers” by Ruby Newell-Legner)
Service Excellence is something that we all strive for in our industry.  Everyone knows just how hard it can be to recover from a bad reputation caused by bad service. When service is top of mind, staff are able to treat guests in a way that ensures they have a memorable experience and want to come back again. Great service feels brilliant and natural and that’s why the training division of the International Hotel School offer a number of hospitality customer service training programmes.

 

The perfect customer service training programme

As an exclusive training partner of The American Hotel & Lodging Educational Institute  in South Africa, International Hotel School’s Training arm offers a prestigious internationally recognised Guest Service Gold® programme. The programme is a firm favourite with leading hotels the world over and aims to create guest service-oriented frontline employees who know how to engage with their guests to provide memorable service. The course content includes: Keeping it real; reading the guests needs; becoming a guest hero; following through and making an effort. This programme offers a Professional Certification from The American Hotel & Lodging Educational Institute, which is beneficial for those seeking career advancement and skills development.

What is Professional Certification?

Professional Certification demonstrates proficiency in a skill that you are already using as part of your daily job. It is a concrete indication of your skill and shows employers and guests that you are committed to your profession and are well-trained with proven abilities.

Why get certified?

Benefits of certification include career improvement; a competitive edge in the industry; employment opportunities, higher wages; job retention and eligibility for promotion.

Who is this course aimed at?

Guest Service Gold® can be implemented by any service-oriented business, such as restaurants, transportation companies, attractions, and retail outlets, not just lodging properties.

Keeping it local

IHS recently presented the plaque for the prestigious Certified Guest Service Property Designation to Ashwin Jose, General Manager at The Maslow Hotel in Sandton. The designation – a first to be awarded to a South African property – is the result of a successful application to AHLEI once front-line employees with guest contact pass the Guest Service Gold® training programme, followed by the Certified Guest Service Professional (CGSP®) exam.  International Hotel School presented the internationally recognised Guest Service Gold® course, with 65 Maslow Hotel employees earning the CGSP® designation. CGSP® is widely considered as the highest acknowledgement of award-winning guest service for employees in the lodging industry.

“At IHS, we believe that genuine engagement with guests is key to being competitive and relevant in the local hospitality industry. The CGSP® programme equips employees to go above and beyond their call of duty through modules that develop authenticity, intuition and empathy,” explains Stuart Blackburn, Managing Director for Training at International Hotel School.

Make service count in your business

“Being on par in terms of price and quality only gets you into the game. Service wins the game.” ~ Tony Allesandra.

Don’t allow poor or mediocre service let your business down. Empower your employees or colleagues by taking service to the next level, and join International Hotel School’s Guest Service Gold® programme for excellent results. If you would like to know more, email info@dev.brokenpony.club or give us a call on 0861 44 33 00 and chat to one of our consultants about your guest service vision, and how we can help you make that connection.