Certified Guest Service Professional (CGSP®)


A guest service professional has the responsibility to provide well-mannered and professional service to the hotel guests during their entire stay.  Therefore, this position has a great impact on the first and last service experience and impression of the guests and on whether they will visit or not the hotel again.


The Certified Guest Service Professional (CGSP®) certificate provides you with the necessary credentials in order to successfully connect with the guests, exceed their expectations and serve them in an exceptional manner in a variety of circumstances. The Certified Guest Service Professional (CGSP®) designation provides recognition for those individuals that know how to achieve and express exceptional service by engaging with their guests and creating memorable experiences. Recognized worldwide, the CGSP®  designation is the highest acknowledgment of awarding-winning guest service for employees in the lodging industry.


Upon completion of one of the following two seminars you will be able to acquire knowledge and perform effectively on the following:

1. Guest Service Gold® Making Connections (copyright 2011) 

  • Authenticity: Keeping 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


2. Guest Service Gold® Golden Opportunities (copyright 2015) 

  • 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


This certificate is suitable for employees having direct contact with guests (E.g. F&B, meetings and events, front desk, reservations, housekeeping).  In addition, it’s relevant to those professionals who consider to enter a career in the hospitality industry.



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


StudySmart™ is proud to be working with loyal professionals, our highly valued associate partners, that honour their word and add value to our clients. Behind our success lies teamwork. This is why we have been working with the same professionals for a significant amount of years as we value this loyalty and trust. As Michael Jordon once said, “talent wins games, but teamwork and intelligence wins championships”

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