This workshop is a highly personalized training program that delivers results for Reservation Sales professionals and skilled Guest Reception Agents of all experience levels. Participants gain the ability to sell the benefits of their property as they relate to the caller’s needs, and develop the confidence to ask for the reservation while obtaining the highest possible rate. Our Customers’ travel and business demands have drastically changed throughout the years and we must continue to adapt accordingly to maintain or gain market share. Today’s Reservation Sales professional must possess a complex array of skills, ranging from product knowledge, to relationship building to creative problem solving. Customers will do business with people that provide a product that consistently meet their needs and are committed to exceed their expectations. Selling Skills for RSS gives sales people the necessary tools and skills to uncover customer needs and relate benefits that meet those specific needs, ultimately converting the call into revenue.

Workshop Objectives:

• To understand the role of reservations and front desk personnel as an integral part of the hotel’s sales team
• To recognize different types of callers and learn how to identify the variety of needs that they present
• To explore the importance of effective communications skills in relation to telephone sales techniques
• To learn to use strategic questioning skills to identify the caller’s needs
• To learn to sell the benefits of the property as they relate to the caller’s specific needs
• To develop the confidence to ask for the reservation, obtaining the highest possible rate

Topics Covered:

• Defining qualities of effective sales people
• Understanding the financial impact of Reservations Sales Specialists
• Outlining the selling process
• Learning effective communication skills on the telephone
• Providing solutions to meeting customers’ needs
• Discovering the callers’ needs
• Developing effective questioning skills
• Gaining knowledge relating to features and benefits
• Knowing how and when to ask for the reservation
• Mastering the skill of upselling

Workshop Format:

• Pre-workshop Process includes an investigative study with management, pre-work reservation sales assessment and follow-up report to management.
  
• Two-day workshop is facilitator-led with emphasis on practical exercise, group discussions and skill building activities. Second day is a one-on-one telephone coaching on the job session with each employee.
  
• Optional Reservation Sales Assessment program is available designed to reinforce newly acquired selling skills and provide an ongoing training tool and measurement.