Five-star service begins with your employees, and service is more important than ever in a tough, tight, and competitive market. Excellent guest service is not an expense, but an investment. Statistics prove that guests reward exceptional service with loyalty and increased spending.
Applying the American Hotel and Lodging Educational Institute principles of educate, develop and certify, Asia World Hospitality held the Certified Guests Service Professional workshop last November 7 to 9 at the PHINMA Education – University of Iloilo that targeted hospitality industry practitioners, educators and learners.
The workshop was designed for 27 fourth year students of the university’s hotel and restaurant Management College.
The three-day workshop was specifically designed as an entry-level approach in the hospitality industry, suitable for HRM students intending to further enhance their knowledge and understanding of the field. This includes the best practices and principles derived from actual scenarios and experiences enclosed within the American Hospitality and Lodging Educational Institute (AHLEI) and AWH programs.
The workshop facilitator introduced the rubrics and basic tools commonly used in work environments that the participants can learn from in view of the possibility that they may encounter the same in the future. These rubrics and tools, combined with the seven Elements of Guest Service Gold are all beneficial to and of good use to the attendees’ day to day dealings with people and their careers. The seven elements are authenticity, intuition, empathy, champion, delight, delivery and initiative.
Guest Service Gold® is a comprehensive program designed to accomplish the goal of creating guest service-oriented line level employees who know how to engage with their guests to provide memorable guest service. Core components include training, employee certification, and property certification and can be implemented by any service oriented business, such as restaurants, transportation companies, attractions, retail outlets, not just lodging properties. It can also be used in academic settings to provide students with a solid foundation in guest service.
Asia World Hospitality’s upcoming events:
Academic Certified Guest Service Professionals workshops – December 2016
Certified Hotel Administrator workshop February 1 – 4 2017
Certified Hospitality Educator workshops
January 18 – 21 2017
January 23 – 26 2017
January 28 – 31 2017
For more information, you may log on to our website at asiaworldhospitality.com or please email us at [email protected] or you may call on 63 2 5567994 or +63 917 523 2128
Contact person: Margarita “Machi” B. Borja
Other social media tools:
LinkedIn: Asia World Hospitality