ise

Retail, Customer Service & Hospitality

The Institute for Service Excellence logo

The Institute for Service Excellence offers training to potential workers in retail, dining, tourism, hospitality, financial services and other service industry employers. The ISE provides learning opportunities for our clients to achieve improved economic prosperity, individual performance and productivity, and implementation and mastery of technology.

The American Hotel & Lodging Educational Institute offers students an opportunity to acquire guest service skills that can lead to a successful career in the hospitality industry. Guest Service Gold® features seven brief stories designed to motivate and inspire participants to “go for the gold” when it comes to providing service above and beyond the call of duty. This comprehensive program is designed to create guest service-oriented employees who know how to engage with their guests to provide memorable service.

The Guest Service Professional training provides participants with instruction in The Power of the Guest Story; Guest Service Factoids; Exploring the Seven Elements; Authenticity: Keep 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!; and The GOLD Elements. Learn more at www.ahlei.org/guestservicegold.

Passing the exam will earn the student a portable, globally recognized certification as a Certified Guest Service Professional (CGSP®).

This course will provide the training necessary to prepare you for an entry-level position in the retail, sales and service industry. Upon completion, you will be ready to sit for the National Retail Federation’s exam that leads to certification in Professional Customer Service. This certification will give you an edge as you continue your career in the retail, sales and service industry.

The computer portion of the class will provide an introduction to the Windows operating system, Microsoft Word and the internet. This program offers training in business math, communication, loss prevention, professional customer service and selling basics. Instruction is also provided in resume writing and interviewing skills. The cost of the certification exam is included.

Feeling like your career in retail is going nowhere? Then the Retail Management Certification through the National Retail Federation may be the answer for you. Earning this credential will help show your potential for career advancement as a manager or assistant manager in retail. The course content includes information in the primary retail disciplines: 

  • Sales and Customer Service
  • Merchandising
  • Human Resources
  • Operations
  • Administrative and Financial Accountability

This classroom-based course consists of 40 hours of instruction and 20 hours of exam prep. The cost of the certification exam is included.

The American Hotel & Lodging Educational Institute offers students an opportunity to acquire the skills to become a Certified Front Desk Representative. Learn the important foundations to work the front desk in a hotel or motel. This certification will cover room reservations and assignments, registering guests, key controls, assisting with guest requests. This program will also provide you with training in The Power of the Guest Story; Guest Service Factoids; Exploring the Seven Elements; Authenticity: Keep 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!; and The GOLD Elements.

Upon successful completion of this program you will earn the Certified Front Desk Representative (CFDR®) credential and the Certified Guest Service Professional (CGSP®).

 

The Institute for Service Excellence (ISE) provides training to potential workers in retail, dining, tourism, hospitality, financial services and other service industry employers. The ISE provides learning opportunities for our clients to achieve improved financial prosperity, individual performance and productivity, and implementation and mastery of technology.

  • Recruitment - Graduates of the ISE will receive credentials proving attainment of competencies in sales and service techniques. Our graduates will be ready for employment in a variety of service industries.
  • Education and Training - Training at ISE is geared to providing potential employees the customer service, sales and computer skills needed to enter the field. Vocational English as a Second Language is available for individuals with Limited English Proficiency.
  • Retention - By providing potential employees with strong sales and service skills, ISE will help the industry to reduce turnover rates.
Career Advancement - Incumbent workers will have the opportunity through ISE to upgrade their skills and prepare for career advancement. Upward mobility programs will provide employees with skills for higher wages and advanced careers.

Guided Learning Programs

The new Guided Learning Program option allows students to register and begin their program within a few weeks. Students are assigned an instructor who will work with them to complete the required coursework to sit for the Guest Service Professional exam.

Explore Careers

The Institute for Service Excellence (ISE) provides training to potential workers in retail, dining, tourism, hospitality, financial services and other service industry employers. The ISE provides learning opportunities for our clients to achieve improved financial prosperity, individual performance and productivity, and implementation and mastery of technology.

  • Recruitment - Graduates of the ISE will receive credentials proving attainment of competencies in sales and service techniques. Our graduates will be ready for employment in a variety of service industries.
  • Education and Training - Training at ISE is geared to providing potential employees the customer service, sales and computer skills needed to enter the field. Vocational English as a Second Language is available for individuals with Limited English Proficiency.
  • Retention - By providing potential employees with strong sales and service skills, ISE will help the industry to reduce turnover rates.
Career Advancement - Incumbent workers will have the opportunity through ISE to upgrade their skills and prepare for career advancement. Upward mobility programs will provide employees with skills for higher wages and advanced careers.

  • Employers find trained, motivated, professional employees and associates.
  • Workers build customer service skills and credentials to succeed and advance in service sector careers.
  • Trainees develop valuable skills for entry-level employment while meeting academic goals.
  • Educators work with employers to prepare trainees with competencies and credentials for exciting new careers.
  • Customers receive the highest level of customer service from nationally certified and trained workers.

  • Assessment of skills based on industry established sales and service skill standards.
  • Access to public workforce system programs and services.
  • Linkages to academic support and career advancement strategies.
  • Career counseling and support services.
  • Job bank, job fairs and placement services.
  • Job preparation for non-English speaking populations.

  • Customer Service Certification: The National Professional Certification in Customer Service helps individuals demonstrate knowledge and skills in areas that employers value. Most participants are students, job seekers or current retail employees looking to take their careers to the next level. The credential is appropriate for anyone interested in obtaining a job or pursuing a career in retail and other industries that value customer service skills. If you're job searching or looking to move up in the job you already have, this certification will give you an edge. This professional certification shows retail employers that you know how to: learn about products or services; assess customer needs; educate customers; meet customer needs and provide ongoing support. (National Retail Federation, 2014)
  • Sales Certification: The National Professional Certification in Sales helps individuals demonstrate core sales skills that can be applied to careers in retail and other sales-focused industries. Most participants are students, job seekers or current retail employees looking to take their careers to the next level. The credential is appropriate for a broad range of entry-level through first-line supervisory positions across sales and service industries. If you're job searching or looking to move up in the job you already have, this certification will show hiring managers you're prepared to succeed. This professional certification shows retail employers that you know how to: prepare for selling; gain customer commitment and close a sale; develop and implement plans for selling and follow-up. (National Retail Federation, 2014)
  • Retail Management Certification: The National Professional Certification in Retail Management helps existing and potential managers demonstrate knowledge and skills needed to grow in their retail careers. Most participants are retail employees looking to take their careers to the next level. The credential is appropriate for new sales managers and assistant managers, as well as anyone pursuing a management career in retail or a related industry. If you're job searching or looking to move into a management or supervisory role, this certification will demonstrate your potential for long-term career and company growth. This professional certification validates knowledge in primary retail disciplines, including: Sales and customer service; merchandising; human resources; operations; administrative and financial accountability. (National Retail Federation, 2014)
  • Retail Business Credential: The Professional Retail Business Credential helps industry partners and consultants demonstrate their understanding of key retail disciplines. This credential is appropriate for non-retailers working for solution providers and consulting firms, and can also be used by retail companies looking to assess new hires who don't have prior retail experience. If you're a consultant or industry partner who sells or markets to retailers, this credential will help you demonstrate your commitment to understanding retail clients' needs and will allow you to better serve your clients in the retail industry. This professional certification shows retailers you understand core retail functions, including: retail operations; merchandising; sales and marketing; retail management and planning; the retail context and customer; the retail organization and human resources; warehousing and logistics. (National Retail Federation, 2014)

For additional information on the Institute for Service Excellence programs email Sherwood Taylor or call (609) 343-4816.