Service Heroes in Hospitality

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A Guest Service Workshop
Expanded Description and Dates

A Train-the-Trainer Certificate Program
Expanded Description and Dates

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Instructor Bios

Testimonials

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About the Instructors* and Testimonials

Mr. Ben Sharpton
A trainer for over 30 years, Ben Sharpton has managed training and development departments for several Fortune 500 companies. He is a prolific freelance writer whose works have appeared in many books and magazines, winning him freelance writing awards. His guest service training publication, Service Heroes in Hospitality, provides the structure for the customer service workshops. Mr. Sharpton holds two Masters of Arts degrees, the most recent in Human Resource Management from Rollins College in Winter Park, FL.

Dr. Jan Smith
Jerry Ann "Jan" Smith is Curriculum and Program Developer for the Certificate Programs Department at the University of Georgia Center for Continuing Education. A public service faculty member and trainer for many years, she has extensive experience as program developer, content specialist, and instructor in patient relations, meeting management, and academic success. In addition, her experience includes over ten years of conducting customer service, train-the-trainer workshops in over 15 states. Dr. Smith holds degrees in education from the University of Louisville and the University of Georgia.

Mr. Herbert "Buddy" Rice
Buddy is both a speaker and a master facilitator who works with companies, teams and individuals in building long-term successful relationships with their customers. He has been in the airline and customer service industry for over 30 years and is responsible for customer lounge operations for a major airline based in Atlanta. He has 12 years of experience with the Southern Polytechnic University Center of Quality Excellence as a consultant, trainer and facilitator specializing in leadership and quality service. Mr. Rice holds a Bachelor of Arts degree in Sociology from the University of Mississippi and a "Master Facilitator" certification from The Forum Corporation.

*Instructor assignments and locations are subject to change

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Course Testimonials
"Wow, finally a customer service training program with a real-world focus on hotel/motel restaurant service standards. I can't wait to begin to reap the benefits of Service Heroes."
— Tony Higdon, Training Manager, Walt Disney World Swan and Dolphin Hotel

"Service Heroes in Hospitality is a practical, interactive, hands-on learning experience. The fun is in the doing as participants learn the 'whys' of customer service in personal, rather than academic way."
— Marty Fisher, Starbucks Coffee Company

Testimonials about Georgia Center for Continuing Education Conference Center & Hotel
"I experienced the best and most consistent customer service in my life. The hotel staff should give lessons to other lodging organizations on excellence customer service. When I say 'excellent,' I mean above average, unique, and one of a kind. Your leadership team and their employees separated themselves from other businesses."
— Ronald Reese, CWA local 3902, Birmingham, Alabama

"The Georgia Center staff, in my opinion, outdid themselves hosting the 2006 Georgia Association of Curriculum and Instructional Supervisors (GACIS) Conference. Our conference was a success because of the advanced planning, on-site support throughout the conference, and the attention to detail. The technological support needed for the keynote presenters and break-out presenters was handled in a professional manner with state of the art equipment. The food was great and the room set-up and wait-staff were responsive to the needs of the conference attendees. It is amazing how the Georgia Center can keep things moving for almost 600 people -- things ran like a finely tuned orchestra, and I was impressed with the conference from start to finish."
— Sally J. Zepeda, Ph.D., Associate Professor and Graduate Coordinator, Department of Lifelong Education, Administration, and Policy, University of Georgia, Consultant to GACIS

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