Certified Guest Service Excellence Program

Course Overview

The Certified Guest Service Excellence Program is recently introduced by the Geneva Institute of Business Management to provide participants with advanced skills and knowledge required to deliver exceptional guest service across a variety of industries. This course will equip you with the tools to enhance guest satisfaction, manage customer interactions professionally, and build strong service cultures within your organization. By completing this program, participants will be awarded the prestigious Certified Guest Service Professional (CGSP) certification, recognized globally as a standard of service excellence.

Course Objectives

The objectives of this program are to:

• Equip participants with effective communication techniques for improved guest interactions.
• Enhance skills in problem-solving and conflict resolution to handle challenging customer situations.
• Foster a deep understanding of guest service principles and how they can be applied in various settings.
• Enable participants to create a guest-focused environment, improving customer loyalty and service ratings.
• Provide insights on building a service-driven culture within an organization to maximize team performance.

Course Outline

This intensive program is broken down into five core modules designed to build your expertise in guest service:

• Module 1: Foundations of Guest Service Excellence
  Understand the core principles of outstanding service, customer expectations, and how to exceed them.
• Module 2: Effective Communication Strategies
  Learn techniques for clear, respectful, and engaging communication that fosters positive customer relationships.
• Module 3: Handling Guest Complaints and Problem Resolution
  Develop strategies for resolving customer complaints effectively, turning negative situations into opportunities.
• Module 4: Building a Guest-Centered Culture
  Explore ways to create an organizational culture that prioritizes guest satisfaction at every level.
• Module 5: Enhancing Guest Experience Through Innovation
  Discover new trends and technologies that can elevate the guest experience, including personalization techniques and service automation.

This program is designed to be flexible and is available on various dates upon request, allowing participants to choose a schedule that suits their needs.

Target Group

This course is ideal for:

• Hospitality professionals such as hotel managers, front desk staff, and customer service representatives.
• Retail professionals seeking to improve customer interactions and loyalty.
• Individuals in customer-facing roles across industries who aim to enhance their service skills.
• Business owners and managers who want to foster a guest-centered culture within their organization.

Program Cost

• 5 training days: €3700
• 10 training days: €6500

This program is available on various dates upon request. Participants can choose the schedule that best suits their needs, ensuring flexibility for working professionals.

Organizers
The Geneva Institute of Business Management organizes this course with its European partners.