Key Outcomes from implementing this program:
• Strong and effective voice call handling skills
• Increased conversion of shoppers to bookers
• Strong and effective skills to sell room types and rates according to availability
• Increase revenue through hotel direct channels
• Increased guest experience and satisfaction
• Ongoing measurement of teams performance

Your reservations team speak to and therefore can influence, between 20-50% of the hotels reservations. Engaging either directly with the end customer or an intermediary responsible for making the booking for the end customer. Either way their impact on the potential revenue performance of the hotel is enormous.

Learn and perfect the skills to “convert shoppers to bookings”, how to “sell rooms and rates according to availability”, ensure “customer value recognition” for their booking decision, and “upselling” the customer to a product most suiting their needs. Skills that make your reservations team an extension of your sales team, not order takers. Maximising opportunities on each and every call.

Performance results can be measured through a combination of test calls, ensuring the consistent and effective application of the learnt skills. Ongoing one-on-one coaching continues to strengthen and sustain your teams performance and addresses individual development needs.