Hospitality worker pushing a bell cart after taking SuperHost.
SuperHost®
Customer Service Training
The SuperHost® suite of courses brings relevant, up-to-date customer service training to front-line staff in every industry at an affordable price. Delivered online and in the classroom, SuperHost® equips customer service employees with the practical skills and knowledge they need to meet and exceed their customers’ expectations. Since its launch in 1985, SuperHost® has become the gold standard for customer service excellence in BC.
See Online TrainingWhy Become SuperHost® Certified?
Individual Benefits
- Competitive advantage in the job market
- Enhanced transferable skills such as communication, conflict resolution, and teamwork
- Practical knowledge to create exceptional customer service experiences
Business Benefits
- Greater customer satisfaction
- Increased revenue and business bottom line
- Improved employee competence and a happier, more productive workplace
Diverse hospitality employee at work at restaurant.
Shape the Next Generation in Hospitality & Tourism
Weather you’re an employer, a teaching professional, or an educational institution, you have the power to shape the future of customer service in the Tourisms & Hospitality industry. Take a look below to see how you can impact the next generation!
Did you know?
You can get discounts on our SuperHost®: Foundations of Service Quality™ Online Course when you purchase at least 20 seats. The more seats you buy, the bigger the discount! No expiry date, no deadlines!
Online Learning | $65
We’re excited to announce our newly updated SuperHost® Foundations of Service Quality Course!
SuperHost® Foundations of Service Quality is a comprehensive, practical introduction to the principles of providing quality customer service.
Develop foundational skills to provide a great service experience in a variety of situations. This course is ideal for people entering the workforce for the first time, are switching careers or who are relatively new at working in entry-level customer service roles.
What you’ll learn:
- Customer expectations: learn how your roles applies to the Customer Journey, how customers develop expectations, the importance of service standards and positive first impressions and how feedback contribute to growth
- Effective communication: Examine the different types of communication and apply the most appropriate method while providing customer service
- Service Recovery: Learn and apply the 7 steps of service recovery; learn practical techniques for conflict resolution and de-escalating tense situations, with a focus on supporting others while taking care of your own well-being
- Apply Your Knowledge:Â Apply communication, service recovery, conflict resolution and de-escalation skills in a variety of customer service situations including during unexpected events and emergencies
Classroom Learning
Are you a business operator interested in arranging private classroom training for your employees? The Foundations of Service Quality™ classroom course is estimated to be 6 hours long. The lessons include fun, interactive activities, and students will go home with ideas and skills that they can apply to their job immediately.
Intended for:
- Individuals functioning at a solid level 2 or higher in their Essential Skills (250+ IRT Score)
- Individuals with a good command of the English language at Canadian Language Benchmarks Level 6, or higher
We’re excited to announce our newly updated SuperHost® Foundations of Inclusive Service: Service For All course!
This comprehensive program is designed to equip you with the skills to provide personalized, inclusive service to every customer.
Develop the skills to provide inclusive customer service, that helps you to personalize an approach to meeting each customer’s needs. This course is ideal for people who may be entering the workforce for the first time, are switching careers, or are relatively new at working in entry-level customer service roles. Experienced frontline people who work with a wide variety of customers will also benefit from this course as it introduces key customer-facing diversity training while providing the often missing link between how diversity, equity, and inclusion topics can affect peoples’ service experiences.
What you’ll learn:
- The importance of an inclusive service experience – how to build a practice, scenario-based to practice skills throughout the course
- Serving everyone – the basics which includes: exploring customer expectations, assumptions, the role of privilege, stereotypes, and biases
- Empathy in action – understanding empathy, the role of care in service, cultural humility, and listening to understand
- How to create memorable experiences – equity in customer service, flexibility and customer needs, setting and maintaining positive spaces
- Common missteps in customer service & how to correct them – inclusive language, getting pronouns right, handling disrespect professionally, service recovery techniques, relevant legislation and more!
If you are interested in becoming a Certified SuperHost Instructor to deliver Foundations of Service Quality, here is some information you’ll need to know.
Instructor Training and Certification Process
- Complete course pre-work as assigned by go2HR
- Attend virtual training sessions
- Pay $395 for the SuperHost Instructor Training, which includes the certification training and one-year instructor certification dues.
- Pay annual certification dues (currently $200 per year) and deliver a minimum of two (2) courses per year to maintain the status as an active Certified Instructor.
Instructor Qualification
- A certificate, diploma or degree in facilitation, training or education, plus 200 hours of recent training or teaching experience (within the last 5 years); or an equivalent combination of teaching/training education and experience
- Work experience in a customer-facing role
- Strong English language, communication, and facilitation skills
If you are interested in becoming a Training Provider to deliver Foundations of Service Quality, check what kind of organization is suitable to become a SuperHost Training Provider:
- Secondary and post-secondary institutions offering workplace skills training in the curriculum
- Business or industry organizations offering customer service training to members or stakeholders
- Employers wanting to include SuperHost as part of their in-house training program
- Organizations offering skills training to prospective and current front-line employees
Requirements
- Delivering a minimum of 2 SuperHost courses in each 12-month period following the initial certification date
- Adhering to terms and conditions of SuperHost Training Provider License Agreement
Restaurant Server in BC serving patrons.
Frequently Asked Questions
Looking for more information on SUPERHOST®? Check out some of the common questions users have below.
Can’t find what you’re looking for, please use the link below to contact us so we can better assist you!
Contact UsA. You can obtain a SuperHost® certificate by completing a SuperHost course and passing the final exam. You can take the course online, or in the classroom through an approved SuperHost Training Provider.
The quickest way to achieve SuperHost certification is online through our website. The self-directed online course offers you the flexibility to learn at your own pace. The cost of the online training is $59, and you will receive your exam results immediately.
Regardless of the delivery method, students are required to pass the online exam. Upon successful completion of the online exam and short survey, you will receive a congratulation email with a link to access your account and download your certificate.
A. You need to achieve a grade of 70% or higher in your final exam to receive a SuperHost certificate.
A. You will have five attempts to pass the final exam.
A. If you do not achieve a grade of 70% or higher on your fifth attempt of the final exam, you need to register again and re-take the course.
A. At this time, all SuperHost courses are only available in English.
A. No, your certificate does not expire.
A. If you have completed the course after September 2021, you can login to your online account and download another copy of your certificate.
Go to Login PageA. If you have completed the course prior September 2021, please use the link below to request the copy of your certificate.
Request a CopyA. We can change your name on your SuperHost certificate if you provide us with a copy of a legal document showing your previous name and current name. Documents can be any government issued ID, including your birth certificate or marriage certificate. Please use the below link to write a short email requesting your name change.
Typically, your request will be processed within 5 business days. You will be notified once your name has been updated, and you can log in and print out your new certificate.
Request a Certificate Name ChangeA. SuperHost certification is designed to provide students with fundamental customer service skills and help them prepare for a career in the tourism industry. The SuperHost Foundations of Service Qualityâ„¢ course is ideal for people who are either entering the workforce for the first time or after a significant break, or are fairly new at working in a front-line, customer-facing role.
Learn More & RegisterA. WorldHost was a series of customer service training workshops managed and administered by Destination British Columbia. Prior to that the program was called SuperHost® and was originally launched in 1985 in preparation for Expo 86.
go2HR took over the program in 2017 and since then, a new suite of classroom and online courses has been developed and launched under the revitalized, refreshed SuperHost brand. While the WorldHost program is still recognized by employers and the tourism industry, you are encouraged to complete the new SuperHost program as it includes updated and relevant content along with best practices required to meet the current demands and expectations of employers and visitors.