‘Guest Service Gold’ Now Available in Spanish

The American Hotel & Lodging Educational Institute (EI) has translated its Guest Service Gold training program into Spanish. Servicio Dorado al Huésped Programa de Entrenamiento features a Spanish-language training DVD and participant manuals presented in Spanish. The leader’s guide and lesson plans are presented in English.

AHLA Approximately 22 percent of U.S. hotel employees are Latino, and in some areas of the country, a hotel staff may be as much as 75 percent Hispanic.  The Spanish version of Guest Service Gold will also benefit EI’s customers in Spanish-speaking countries worldwide.

Guest Service Gold, a guest service training program introduced by the Educational Institute in 2011, shows employees and properties how to achieve a new standard of exceptional service based on emotionally engaging with guests in memorable ways.

The Guest Service Gold training program features seven brief stories designed to motivate and inspire hotel employees to ‘go for the gold’ when it comes to providing service above and beyond the call of duty. These seven stories—based on true stories of award-winning guest service—feature emotional elements or qualities that engage guests, unlock their need, and connect with them to make their stay unique.Guest Service Gold participants learn how to recognize these qualities and implement them in their work to achieve gold-standard service for all guests.

Employees who complete the Guest Service Gold training are eligible to apply for the Certified Guest Service Professional (CGSP) designation.  The certification exam is available in both English and Spanish, and can be taken online or in print format.  Separate certification fees apply.

The online version of Guest Service Gold is expected to be available in Spanish in the second quarter of the year.

For more information, visit or call 800-752-4567 or 517-372-8800.   Outside the U.S. and Canada, call 407-999-8100.

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