LEAD Customer Service Program

Learn. Explore. Apply. Develop


L.E.A.D  is Explore Gwinnett’s comprehensive Customer Service Training initiative tailored for frontline workers in the hospitality industry. The program is specifically designed to equip frontline staff with the essential skills and knowledge to elevate their communication, problem-solving, and relationship-building abilities when interacting with guests. Through a series of interactive workshops, practical training sessions, and insightful resources, L.E.A.D empowers frontline workers to not only meet but exceed guest expectations by going above and beyond the call of duty. By fostering a culture of exceptional customer service, this program aims to create memorable experiences for visitors and enhance the overall reputation of businesses within the Gwinnett community.

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Course Outline

Wednesday, June 5, 2024
10:00 AM – 1:00PM
Location: Homewood Suites Lawrenceville
1775 North Brown Rd., Lawrenceville, GA 30043

  1. Recovery: Turn it Around!

In the hospitality industry, once a guest leaves your establishment, it becomes significantly more challenging to rectify any service issues they may have encountered. This course focuses on the importance of addressing service failures promptly and effectively to enhance guest satisfaction and loyalty.

  1. Personalization: Provide an Individualized Experience

Tailoring services to meet the specific needs and preferences of guests makes them feel truly valued and special. By offering personalized service, guests are recognized as individuals with distinct requirements, rather than just transient visitors. This course explores brainstorming and discusses strategies and uncomplicated methods to customize the guest experience.

Wednesday, June 12, 2024
10:00 AM – 1:00 PM
Location: Homewood Suites Lawrenceville
1775 North Brown Rd. Lawrenceville, GA 30043

  1. Knowledge: Be in the Know!

Being well-informed as an employee can significantly enhance the experience of your guests. It enables guests to quickly obtain the information they need and stay informed about local events and general area information. This section explores the importance of knowledge in delivering exceptional guest service.

  1. Passion: Inspire Others!

Passion serves as the driving force behind achieving excellence. It not only signifies a strong desire for exceptional outcomes but also attracts attention when integrated into your work. In this section, we will discuss the significance of passion and its transformative impact on the services you deliver.

Wednesday, July 17, 2024
10:00 AM – 1:00 PM
Location: Hilton Atlanta Northeast
5993 Peachtree Industrial Blvd., Peachtree Corners, GA 30092

  1. Commitment: Be all in!

At your establishment, everyone plays a crucial role in delivering exceptional guest service. Just like a chain's strength relies on its interconnected links, your team's effectiveness is dependent on every member fulfilling their duties. If one person falters in providing excellent service, the entire process is compromised. It is vital for all staff members to recognize the significance of their contributions towards creating a flawless guest experience. In this segment, we will explore the importance of commitment and its impact on the service you deliver daily.

  1. Inclusion: Include Everyone!

Were you aware that over 50 million Americans live with a disability? A disability refers to a physical or mental impairment that restricts one or more major life activities. In this segment, we will explore understanding guests' specific needs and how to accommodate them effectively.

Wednesday, August 7, 2024
10:00 AM – 1:00 PM
Location: Hilton Atlanta Northeast
5993 Peachtree Industrial Blvd., Peachtree Corners, GA 30092

  1. Personality: Be Yourself!

Meeting and interacting with local people are often mentioned as one of a traveler’s most important reasons for traveling. People travel for unique experiences, and using your personality to engage a guest can create lasting memories for both of you. In this section we will discuss appropriate ways to let your personality shine through in your service.

  1. Exam Review

We revisit all seven modules in preparation for the guest service gold exam.

Wednesday, September 11, 2024
10:00 AM – 12:00 PM
Location: The Maison. Willow Room (A)
6405 Sugarloaf Parkway, Duluth, GA 30097

  1. Guest Service Gold Examination


Important Information

Attendance | Dress Code Guidelines

This program will feature enjoyable and interactive group discussions and activities. Participants are required to attend all classes punctually, wearing professional business attire or hotel uniform. Active class participation is also expected.

Class Size | Registration

The class can accommodate up to 25 participants and is ideal for guest service agents, guest experience professionals, front office managers, servers, receptionists, sales coordinators, and any other frontline workers who interact directly with guests.


Meals will be provided.

About Guest Service GOLD Certification

Guest Service GOLD is centered around mastering the seven key elements essential for consistently providing exceptional guest service continuously. The goal is to exceed typical expectations without a defined beginning or end. Exceptional guest service should be ingrained in every interaction, driven by a genuine commitment to offering guests the finest experience a property can provide.

Through the Guest Service GOLD program, individuals will receive the necessary training to excel in the Certified Guest Service Professional exam, ultimately earning the prestigious designation of a Certified Guest Service Professional.