Certified Guest Service Professional, CGSP

Today’s travelers expect more than competence, they want excellence and a personal connection. Certified Guest Service Professionals are those who go above and beyond the call of duty to deliver that personal touch. You engage and connect with guests, anticipating their needs and helping to set your properties apart in today’s competitive market with excellent service.

The Certified Guest Service Professional (CGSP®) designation provides recognition for those individuals who know how to deliver exceptional service and create memorable experiences.

Properties who certify all guest-facing staff as Certified Guest Service Professionals can earn a Certified Guest Service Property plaque.

The CGSP® designation is the highest acknowledgment of awarding-winning guest service for employees in the hospitality and tourism industry.

Prerequisite: None

Components: The Guest Service Gold training is available between two separate programs. Each option features seven different guest service elements that allows you to select the training that best fits your / your team’s needs.

Guest Service GoldMaking Connections

Authenticity: Keep it Real!

Intuition: Read the Need!

Empathy: Use your Heart!

Champion: Be a Guest Hero!

Delight: Provide a Surprise!

Delivery: Follow Through!

Initiative: Make the Effort!


Guest Service GoldGolden Opportunities

Recovery: Turn it Around!

Personalization: Provide an Individualized Experience!

Knowledge: Be in the Know!

Passion: Inspire Others!

Commitment: Be All In!

Inclusion: Include Everyone!

Personality: Be Yourself!


The CGSP® exam consists of 30 multiple-choice questions and candidates must achieve a minimum score of 70% to earn the CGSP® designation.

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