Explore Monroe County, Michigan

Certified Tourism Ambassador Program Frontline Training Ambassador

Guest Experience | Positive Destination Image | Community Awareness

Tourism Brings numerous economic benefits to our County – revenue, jobs, taxes and more. We will learn how many visitors we see on average annually and how this impact brings REVENUE to our County. It’s bigger than you may think!

Course Description

This course is designed to prepare an individual with skills for success as a customer service representative and an understanding of what Tourism is in our region. This course will emphasize the skills and behaviors associated with customer service and develop an Ambassador mindset, one that goes beyond the brief encounter with a guest to one that understand the whole experience is an influence on the hotel and our local community. Upon successful completion of this course, students will take the Guest Service Gold® exam, offered through AHLEI® to earn the Certified Guest Tourism Professional (CGSP) designation

Course Objectives

The outcome for this course is to increase regional tourism by inspiring front-line hospitality professionals to make every visitor encounter a positive experience. Training and curriculum are designed around guest service traits to connect with guests on a personal level and learn how to engage guests to provide memorable service.

Timing Of This Program

Classes will cover 8 hours of instruction scheduled with your company that best suits your needs. Class curriculum to cover the Seven Elements of Service:

•Introduction of the program
•Recovery
•Personality
•Commitment

•Passion
•Inclusion
•Personalization
•Knowledge

Students will sit for the EXAM during the last session.

Upon completion of this program participants will be invited into the Tourism Ambassador Program which is an Attraction Based Experience.

•Platinum Certified Ambassador – Upon completion of the full program, our participants will receive the designation of a Platinum Certified Ambassador for Monroe County. This designation is awarded after completion of the classroom curriculum and completion of each three-month session of attraction visits.

•Gold Certified Ambassador – Complete nine attraction experiences

•Silver Certified Ambassador – Complete six attraction experiences

•Bronze Certified Ambassador – Complete three attraction experiences

Hotel Partners Reimbursement Process

To participate in the Frontline training program, our hotel partners are required to register each participating employee for the entirety of the program at no cost to the hotel facility. Once the employee(s) have successfully completed the program, the hotel property will be reimbursed $20.00/hour for each employee for all hours completed in the program. The Bureau will confirm completion with the program facilitator, and then issue a reimbursement payment in the form of a check for all eligible staff members. Thank you for your cooperation in this process 

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