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Arden, AHLEI training workshop on Guest Service Gold and Trip Advisor Reputation Management


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Arden Institute in collaboration with American Hotel and Lodging Educational Institute (AHLEI) successfully concluded its first ever public program for the hospitality industry. The response was overwhelming, and several leading hotels in Sri Lanka and Internationally branded boutique hotels in the south nominated their key frontline hospitality professionals to follow the workshop on Guest Service Gold Training and Trip Advisor Reputation Management workshop that was held at the Cinnamon Grand end of last year. 

Arden Institute invited Gladvin Rego to be the Facilitator. He is one of the regular and most respected Master Trainers of American and Hotel Lodging Association (AHLA) in India. Gladvin has spent 25 years of his life in hospitality and service sector, of which 18 were in teaching and training. 

This interactive workshop covered almost all that the frontline professionals should know when dealing with guests by exploring the seven key elements of guest service on how to be authentic in your dealings with guests, read the need, provide a surprise, make the effort, use your heart, follow through and be a guest champion. The comments from the participants such as “The Trip Advisor – Reputation Management too thought us how staff can encourage positive reviews by providing exceptional guest service”, “customer service should not merely be a service but something we should do within”, “learnt how to transform guest into our guest with the 7 key elements” “Bravo for the Facilitator”, “one of the best Facilitators I have met so far – well experienced and highly skilled” were most encouraging. 

“Gladvin was a breath of fresh air infusing much needed vim, vigour and newness to the art and science of hospitality lecturing and of guest service. Arden has received several requests on different topics of hospitality workshops, and we will be conducting them for some of our clients in-house, as well as public programs right through-out this year,” says Nedra Wickremesinghe – Executive Director of Arden Institute. They are located at 36 B, Bagatalle Road, Colombo 03, and can be contacted on T: +94 112500910, +94 777890060 e: info@ardeninstitute.com.


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