Your front desk team is the gatekeeper to the majority of your top line revenue. Period. Sure, OTA’s and online booking are very prevalent, but there is still a large percentage of customers who like to call properties direct and speak with a live person. This ever changing landscape makes this training even more important. Bottom line, your front desk agents are sales people.
If you don’t have a consistent selling system and proven way of handling those incoming calls, you will have inconsistent results. Your front line team will convert some calls and not convert others. If you don’t have a system of selling at the front desk, you will default to the system of the customer which is often times one in which they turn the call into an auction or bidding war trying to get deep, deep discounts.
Jay has developed and fine tuned a proven sales system which is a 7 step process for answering incoming calls at a hotel front desk.
The training is engaging, fun, and is re-enforced with ongoing support to help your agents reach their full selling potential. Check out the worksheet below which will prove how important the conversion of 2 more reservations per shift can mean to your top line.
We offer packages for all size hotels, which includes the initial training, ongoing training, mystery shop calls as well as access to other resource libraries. Contact Jay for a customized proposal to meet your needs.
Complete the worksheet to your left to see how much more revenue your property can realize when proper Reservation Skills are in place.