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Certified Guest Service Professional

25 mars 09:00 - 18:00

Learn how to achieve and express exceptional service by engaging with your guests and creating memorable experiences. 

Today's successful hospitality employee must have effective guest service skills in today's competitive market. They must be able to engage and connect with their guest to go above and beyond the call of duty. The CGSP demonstrates how to provide a level of guest service that leaves a lasting impression on each of your guests, inspires your coworkers and helps you build friendships that will last a lifetime. 

The Certified Guest Service Professional (CGSP®)designation provides recognition for those individuals that know how to achieve and express exceptional service by engaging with their guests and creating memorable experiences. Recognized worldwide, the CGSP®designation is the highest acknowledgment of awarding-winning guest service for employees in the lodging industry. 

The Guest Service Gold® programs features a video (DVD format) with procedures, discussions and exercises. It also includes complimentaryaccess to the TripAdvisor® Reputation Management for Front-Line Staff online course. 

Topics include :

  • The Power of the Guest Story
  • Guest service Facts
  • Gold Guest Service
  • Unlock Guest Opportunities
  • Connect with Your Guests
  • Exploring the Seven Elements
  • Authenticity: Keep It Real! 
  • How to provide guest service that feels authentic and real.
  • Empathy: Use Your Heart!
  • How to understand the difference between Serving and Caring for guests.
  • Champion: Be a Guest Hero!
  • How to be willing to step in and provide expert assistance with challenging situations.
  • Delight: Provide a Surprise!
  • How to treat each guest as an individual.
  • Delivery: Follow Through!
  • How to ensure that the guest was satisfied after you handled a guest situation.
  • Initiative: Make the Effort!
  • How to make a difference in guest experience

Workshop followed by Exam

As the official partner of the American Hotel and Lodging Educational Institution (AHLEI) for Switzerland, we provide workshops led by a certified instructor to familiarize candidates with topics and materials in preparation for an exam. Upon enrollment into the CGSP®program, each candidate receives a package containing the Resource Materials in English covering the main Guest Service Competencies. All CGSP workshops consist of 8 hours of instruction in English and French.

At the end of each workshop, the instructor will proctor a paper-based exam available in three languages (English, German and French). The CGSP®exam consists of 30 multiple-choice questions that must be answered within a one-hour time period, and candidates must achieve a minimum score of 70% to earn the CGSP®designation. Upon successful completion of the Exam the candidate receives Certificates from both AHLEI and the Swiss Hotel Association « hotelleriesuisse », and the CGSP®Lapel Pin.

How to Apply :
Apply for Certified Guest Service Professional (CGSP®) program online by visiting the URPEAK website:

You may also call us at +41 79 151 18 18, or send us an email at

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Lieu Urpeak, Avenue Gratta-Paille 2, 1018 Lausanne
Site web Urpeak - Formation
Horaires 09:00 - 18:00
Type Workshop
Téléphone +41 79 151 18 18
Public visé Olga Novitskaya
Prix 520 francs
Organisateur Urpeak
Responsable Olga Novitskaya

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