Oregon Guest Service Training

As consumers and travelers we all know the difference a good customer service experience can make on your impression of a business or community, but did you know that only 9% of customers will leave because they are lured away by the competition? Fourteen percent will leave because of dissatisfaction with your product and a whopping 67 % will leave because of the attitude of one person in your organization.

*American Society for Quality

Providing good customer service is essential to your business’s reputation, a guest’s return intent and TripAdvisor reviews. A study from the Center for Hospitality Research found higher review scores allow hotels to charge up to 11.2% more while maintaining occupancy rates.

Travel Oregon and the Oregon Restaurant & Lodging Association Education Foundation have partnered with the American Hotel & Lodging Educational Institute (AHLEI) to bring the Oregon travel and tourism industry an accredited and internationally recognized customer service training program, Oregon Guest Service Gold.* (This program replaces the Oregon Q Care Customer Service Training Program)

As a result of this partnership, Oregon travel and tourism industry businesses and organizations are able to enroll employees in the certification program for an Oregon exclusive price of $30 per person. Organization’s can pre-register and pay for a group of employees or individuals can pay via credit card. Upon successful completion of the program, individuals will be recognized as a Certified Guest Service Professional (CGSP®). The option to immediately print a verification certificate of completion is available. A diploma and lapel pin will be mailed.

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The Guest Service Gold® training program offered through AHLEI offers a solution to the industry’s need for qualified, skilled workers who are trained to provide quality guest service. The program has been widely received by multiple Convention & Visitors Bureaus and Destination Marketing Organizations across the country. Although the program’s initial intent was specific to the hotel industry, other facets in the hospitality industry have embraced, adopted, and certified their team members with the Guest Service Gold® training. These include participants from restaurants, attractions, transportation companies, museums, and other travel, tourism and hospitality service providers.

Guest Service Gold® features seven brief stories designed to motivate and inspire participants to ‘go for the gold’ when it comes to providing service above and beyond the call of duty.  This comprehensive training program is an introduction for employees on how to achieve a memorable guest experience.


Become confident in engaging and connecting with visitors to create a memorable Oregon experience.
Learn how you can provide visitors with authenticity, intuition, empathy, delight, delivery, and initiative and be a champion for them.
Be recognized worldwide, as a Certified Guest Service Professional®, currently the highest acknowledgement of award-winning guest service for employees in the industry.
Complimentary TripAdvisor Reputation Management online course.

Tens of millions of travelers share reviews of their hotel stays on TripAdvisor®, the world's largest travel ratings website, and millions of others read those reviews when planning trips for business and pleasure. This training shows how managing your online reputation is essential and how guest reviews can contribute to a property's bottom line.

This 30 minute online course, developed by AHLEI in partnership with TripAdvisor®, provides clear information on how front-line staff can encourage positive reviews by providing exceptional guest service.

Forms of Training

The Oregon Guest Service Gold® customer service training program is available online and the Oregon Restaurant & Lodging Association is offering some in-person classroom trainings as well. Check out the schedule on their website. Personalized in-person trainings may also be possible for your employees at your place of business (there is a minimum number of people needed). If you would like more information on this program, please contact: Wendy Popkin, ORLAEF Executive Director at WPopkin@OregonRLA.org.

Have Questions?

Inquire about Oregon’s Guest Service Gold® Training Program

For further questions, contact:

Wendy Popkin, Oregon Restaurant & Lodging Association Education Foundation (ORLAEF) Executive Director

WPopkin@OregonRLA.org | 971.224.1505

Find out more about Oregon Guest Service Gold ® and the Certified Guest Service Professional ®

For questions regarding the discontinued Oregon Q Care Customer Service Training Program contact:

Allison George, Travel Oregon Industry & Visitor Services Manager

AGeorge@TravelOregon.com | 503-967-1562