The American Hotel & Lodging Educational Institute (EI) has awarded theBEST WESTERN PLUS Chateau Granville Hotel & Suites & Conference Centre in Vancouver, British Columbia, Canada, the designation of Certified Guest Service Property. It is the first property in Canada to achieve this title.
To earn the Certified Guest Service Property designation, the Chateau Granville trained employees with EI's Guest Service Gold® training program. These employees then passed the Certified Guest Service Professional (CGSP®) exam. In all, 83 people at the 114-room downtown hotel participated in the training.
General manager Anastasios Theodoropoulos said that becoming a Certified Guest Service Property was a way for the property to show its commitment to its guests.
"Our management team is constantly looking for new ways to upgrade the level of customer excellence we offer to our guests. We took the initiative to inquire with Best Western International, which then recommended your certification to us," he explained. "We strive towards continuous learning at the hotel. We feel that quality staff training and recognition are the keys to success, and accomplishing this certification demonstrates the dedication of our team on being an industry leader in customer care."
Employee response to the training and certification program was positive. The training allowed employees to gain valuable skills and encouraged networking across all departments at the property.
"For staff new to the hospitality world, it was a great introduction to the meaning of high-quality customer service. It highlighted service standards needed in all mediums, and that customer service is an important practice within all departments. The training has really helped us to see the importance of the customer's perspective and we now better understand what it takes to provide great customer service," said Mr. Theodoropoulos.
Established in 1953 as a nonprofit education and training arm of the American Hotel & Lodging Association, the Educational Institute's mission is to continue being the preferred provider to the lodging industry, hospitality schools, and related hospitality industries by developing and providing quality resources to train, educate, and certify hospitality professionals worldwide.
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