Guests First Customer Service Training Program

Guests First is proud to announce...

Harvard names Lee County VCB’s ‘Guests First’ program as one of 111 Bright Ideas in government. The Bright Ideas initiative serves to complement the innovations in American Government Awards program by shining a light on noteworthy and promising government programs and practices.

We are also pleased to announce a first-of-its-kind partnership with the American Hotel & Lodging Educational Institute (EI) that offers the Certified Guest Service Professional (CGSP) certification to tourism industry employees as part of the VCB’s Guests First Customer Service Training Program. Further information and the schedule will be released soon.

Have fun in your job. Be prepared for the public with good customer service skills and enjoy what you do by keeping your outlook positive. As Norman Vincent Peale once said about attitude:

"Change yourself and your work will seem different."

The sessions offer a unique opportunity for front-line and management professionals to improve their customer service skills and create a self-awareness of our interactions with others.

The program consists of seven modules, each lasting 2.5 hours. The modules are:

  • First, our Guest Basics
  • Do you hear what I see? (Impressions)
  • If you think you can, you can!
  • Resolving less than perfect situations
  • Let's look inside (Internal relationships)
  • The icing on the cake (Providing exceptional service)
  • Make the training stick (Supervisors/Managers only)
  • If you click on any of the topics, you will be linked to an outline explaining the content for that module.

    Many industry professionals have attended Guests First training, and from those, many have been nominated for or recognized at the Elaine McLaughlin Outstanding Hospitality Service Awards(the "E"Awards), a program designed to recognize the extraordinary customer service received from hospitality employees. Nominations are submitted by visitors vacationing on the Beaches of Fort Myers & Sanibel.

    Guests First builds solid stepping stones to practicing and maintaining good customer service. If you are not on our mailing list and would like to be notified when the new schedule is released, please email your contact information to Christine. For more information, contact Christine Davlin at or Emily Sosa at