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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Apply for the 2025 Cohort!
Course Outline

Wednesday March 12th, 2025 – Explore Gwinnett Office 6500 Sugarloaf Parkway, Suite 200, Duluth, GA 30097

  1. From setback to comeback: Turn it around!

Once a guest leaves your establishment, it becomes significantly more challenging to rectify a service failure. This class will focus on why it’s crucial to tackle issues before guests say “goodbye” and discover some snazzy tools to elevate your service game.

  1. Custom Fit: Provide and Individualized Experience

Tailoring your services are all about making each guest feel like a VIP, recognizing their unique needs and preferences. Forget the one-size-fits-all approach; every guest deserves to feel special and valued. This class will help you create the perfect “fits” to elevate the guest unique style.

Wednesday April 9th, 2025 – Home2 Suites Lawrenceville 1765 North Brown Road Lawrenceville, GA 30043

  1. Know-it-All: Be in the know!

Being a know-it-all isn’t just a badge of honor; it’s your superpower! With your insider info, you’ll craft unforgettable experiences for guests, guiding them to local events and attractions. Get set to be their go-to guru for all things fun and fabulous!

  1. The Passionate Pursuit: Inspire others!

Passion isn’t just the secret sauce for reaching excellence; it’s the spark that makes your work shine bright like a diamond. When you pour your heart into what you do, people can’t help but notice! This class is all about stepping into your passion and its transformative impact on others.

Wednesday May 7th, 2025 – Crowne Plaza Norcross 6050 Peachtree Industrial Blvd. Norcross, GA 30071

  1. Going for Gold: Be all in!

At your establishment, every team member is a superstar in the quest for exceptional guest service! Think of it like a relay race: if one runner stumbles, the whole team loses momentum. When everyone is fully "all in," you create a seamless experience that leaves guests cheering for more. In this segment, we’ll explore how commitment can turn everyday service into an award-winning performance. Let’s lace up our shoes and go for the gold—because when we shine, everyone wins.

  1. Inclusion Revolution: Include Everyone!

Did you know over 50 million Americans live with a disability? That’s a lot of potential for connection! In this class we’ll explore how to understand and embrace the unique needs of all guests. You’ll learn practical tips and creative strategies to ensure everyone feels welcome.

Wednesday June 11th, 2025 – Embassy Suites  2029 Satellite Blvd. Duluth, GA 30097

  1. The Real Deal: Be Yourself!

Traveling isn’t just about the sights; it’s about the connections we make along the way. Meeting and engaging with local people are often cited as a top reason for exploring new places. By letting your true personality shine, you can create unforgettable experiences for both you and your guests. In this class, you’ll explore fun and authentic ways to showcase your unique self while providing exceptional service.

Wednesday June 25th, 2025 – AHLEI Guest Service Professional Examination (Location TBD)

  1. CGSP Exam Celebration

Taking this exam might not be the highlight of your day, but it’s a bittersweet adventure! Think of the friendships you’ve forged, the laughter that echoed throughout the rooms, and those unforgettable moments that will forever warm your heart. This isn't just any exam—it's a joyful celebration marking the end of a successful certification journey. Let’s embrace the memories as we turn the page to the next chapter!

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

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.