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Certified Guest Service Professional

Presented by NorQuest College

Course topics include five modules: 1) Service Recovery 2) Inclusion, Personalization of Service 3) Personal Commitment to Service 4) Passion, Knowledge, and Bringing out your Personality 5) Real-world examples of how the world’s best guest service and hospitality companies create magic.

Additional topics discussed:

1) Service Recovery and Dealing with Difficult Guests: role play situations, the Disney HEART model for Service Recovery, resolving intoxicated guest issues, assisting guests where a language barrier exists or other communication barrier exists.

2) Courtesy Rules! Better Telephone Skills Now: relate, respect, value, and provide courtesy to your guests through what is often the first ‘touch point’ with your guest. Put a smile into your voice!

3) Enabling Independence, Service for Guests with Disabilities: Do you put your guest or their disability first? Disability etiquette and more with be discussed.

4) TripAdvisor, Reputation Management for Front-Line Staff: Where negative reviews come from, line-level and manager roles in reviewing guest content, how to ask a guest for a review, fraudulent reviews, reviews with threats or blackmailed content within.

Cost includes course materials

Clean Energy Technology Centre
5400 22 Ave
Drayton Valley, Alberta T7A 0C5 Canada
Clean Energy Technology Centre
780 514 2562
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