Delivery staff must be certified in order for this training to be considered Training with a big T. More information to follow. (announcement dated 10.18.2022)
This comprehensive program is designed to train line-level employees how to engage with guests to provide positive experiences. Service-oriented organizations such as hotels, restaurants, attractions, guide services, and welcome centers can earn recognition as a Certified Property, Partner, or Destination if all front-line staff are engaged in this training.
- View the introduction video here
- Download the Guest Service Gold flyer
- Read more about the importance of this tool in “Empowering Guest Service“
The Guest Service Gold curriculum highlights seven principles of customer engagement and features true stories told by actual Oregon employees to illustrate the core principles below.
- Recovery: Turn it around (Theory Restaurant at OMSI)
- Personalization: Provide an individualized experience (Timberline Lodge & Ski Area)
- Knowledge: Be in the know (Sheraton Portland Airport Hotel)
- Passion: Inspire others (St. Josef’s Winery)
- Commitment: Be all in (Portland International Airport)
- Inclusion: Include everyone (Oregon Convention Center)
- Personality: Be yourself (Travel Oregon Welcome Center)
For more details, see the Oregon Restaurant and Lodging Association Website
For training access information, see the attached GSG Information Sheet