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The Value of Guest Services Training

Because online reviews play a crucial role in marketing and developing a reputation with consumers, improving the quality of guest services has nearly instant impact. Guest services training leads to more positive reviews, which leads to more customers, who leave more positive reviews, which leads to… success. The success of your company and your associates.

The Maryland Center for Hospitality Training has trained thousands of Maryland residents for rewarding careers in Hospitality and Customer Service. As the tenth largest employment sector in the state of Maryland, the Tourism industry accounts for 1 in 20 jobs in our state. The opportunities are there; let us prepare you for them.

American Hotel & Lodging Certification

Through a partnership with the American Hotel & Lodging Educational Institute, we offer certifications for those in the Hospitality and Tourism Industry. Certification by AHLEI gives job seekers an advantage: employers recognize the investment they’ve made to train and be tested for the skills needed for exceptional guest services. Companies know they have an advantage when their employees are trained in the highest standards of customer care.

One of our most popular training sessions is AHLEI Guest Services Gold®. Internationally recognized, this course teaches the essentials of guest services excellence. It is the perfect introduction to the industry or a great way to improve the quality of your entire team’s services.

In addition to Guest Services Gold®, which is applicable to everyone in hospitality and customer service, we offer job specific training such as telephone skills, front desk operations, restaurant staff, housekeeping, reception, security officers.

Management Training

For those taking the next step up, ready to learn or enhance their management skills, we offer courses that focus on building supervisory skills, revenue management, hiring, hospitality management, and more. The AHLEI offers professional certifications in many areas of hospitality management, and we have the experienced instructional staff to guide you along your path.

Whether embarking on a new career or advancing on your chosen career track, we have the training you need to reach your goals. Contact us to learn more about how The Maryland Center for Hospitality Training can help you achieve success in the Tourism Industry.

Training Service Categories

A leader in workforce development, The Maryland Center for Hospitality Training has the experience in customer service training our clients need. Our multifaceted approach promotes professional development and a positive organizational culture, while providing direct instruction in the technical skills required for superior customer service. We offer training for every career level and will design a suite of courses to fit your training needs.

Customer Service

Know Your Mission
Develop Relationships
Establish Trust
Cultivate Collaboration

Customer Loyalty

Respect Your Customer
Listen Attentively
Respond with Empathy
Find Solutions

Employee Engagement

Build Competency
Acknowledge Contributions
Recognize Strengths
Coach for Professional Growth

Etiquette/Professionalism

Communicate Clearly
Act with Integrity
Take Responsibility
Resolve Conflict

Process Improvement

Define Corporate Goals
Understand Processes
Identify Efficiencies
Eliminate Redundancies

Current Certifications

Customer Service

In competitive markets, Customer Service is an element that sets a business apart. Feeling valued as a customer boosts sales, improves positive reviews, and leads to customer loyalty. Providing exceptional customer service requires more than having designated Customer Service agents. It requires a fully trained staff ensuring your customers receive the attention and care they desire.

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Conflict Resolution

Conflict is inevitable. Everyone brings their own expectations, values, personalities and histories to work with them. Those differences are a source of strength and creativity. They’re also a source of conflict. Conflict will happen, but conflict, in and of itself, is not a bad thing. Handled correctly, it is an opportunity to learn and grow.

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Active Shooter

Active Shooter Training prepares us to survive the worst. It reduces panic and saves lives. The Department of Homeland Security states that the best way to effectively respond to an active shooter and help minimize loss of life is to create an Emergency Action Plan and conduct training exercises.

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Hospitality Professionals

Because online reviews play a crucial role in marketing and developing a reputation with consumers, improving the quality of guest services has nearly instant impact. Guest services training leads to more positive reviews, which leads to more customers, who leave more positive reviews, which leads to… success. The success of your company and your associates.