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Hotel Reservation Sales Conversion Training

Signature Worldwide
Training overview
Corporate / Group Training
1 day
Start dates
Online
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Worldwide
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Course description

Hotel Reservation Sales Conversion Training

Do your hospitality and tourism reservations and front desk associates know the right answers to that question? Do they identify caller needs and create value before quoting room rates? Do they ask for the reservation?

If these things don’t happen every time the phone rings or a prospective guest walks into your lobby, you’re losing reservations – and money – to your competition. Signature Worldwide can help. We’ve worked with thousands of hotels and resorts to build the sales and customer service skills of reservation agents and front-desk staff. We teach a simple Magic Formula for handling inquiries, improving caller experiences and selling more rooms.

Hotel Reservation Sales Conversion Training is more than a training event – it’s a turn key system for changing behavior that creates lasting improvements in guest satisfaction, conversion rates, and RevPAR.

Description:

In this program, which can be anywhere from one to four days, Signature teaches guest service representatives a formula for handling reservation inquiries, improving guest experiences and selling more rooms.

Program Outcomes:

  • Essential reservations and customer-facing sales and customer
    service skills
  • Increased reservation inquiry conversions
  • Increased ADR and RevPar
  • Improved product knowledge
  • Greater staff confidence
  • Increased level of professionalism
  • Consistency in service standards
  • Clear differentiation from the competition

Who should attend?

  • Guest Services Representatives
  • Front Desk Associates
  • Front Desk Managers
  • Reservationists
  • Revenue Managers
  • Sales Managers
  • Director of Sales
  • General Managers

Training content

Course Agenda

Introduction  

Welcoming activity and an overview of the session

Legendary Service  

Characteristics of exceptional service are reviewed and ways to create a legendary impression are discussed

What’s In It for Everyone

Review value of delivering legendary service – benefits to the employee, benefits to your current and prospective guests and benefits to the company

Reality Trip

Listen to recorded phone calls and identify the customer service skills that were effectively used and areas where improvement is needed

Calling the Competition

Make phone calls to competitors and critique the service and sales skills used

Make it a Legendary First Impression  

Ensure that the interaction starts in a positive and professional manner

Ask the RIGHT Questions  

Tips and process for ensuring understanding of prospective guest’s needs

Skill Practice

Practical role plays and other activities to apply the skills

Deliver Value

Identify key behaviors for delivering value during a prospective guest interaction and setting your organization apart from the competition

Skill Practice

Practical role plays and other activities to apply the skills

Closing and Selling Strategies

Identifying additional opportunities for upselling and cross-selling. Build techniques for securing the business

Putting It All Together  

Skill practice of the complete magic formula and other activities to apply the skills

Next Steps

Discuss the components of Signature’s ongoing reinforcement program

Course delivery details

  • This training is available via an instructor-led virtual classroom using Zoom or onsite at your location.
  • Both training options are delivered by a highly experienced Signature Worldwide trainer. 

Costs

Please request more information from Signature Worldwide about dates and pricing.

Why choose Signature Worldwide?

Our 30+ years of experience includes training over 36,000 businesses in 50 countries

98% of our customers would highly recommend Signature Worldwide to others

Fun, engaging and inspiring training solutions that improve our clients’ ability to acquire and retain customers

About Signature Worldwide

Signature Worldwide

Customer service training that increases sales. Sales training that enhances your customer's experience. Training can and should be fun! Whenever the phone rings, a customer approaches an employee, or an online inquiry is generated, Signature Worldwide helps to improve your...


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Contact info

Signature Worldwide

5555 Parkcenter Circle, Suite 100
43017 Dublin Ohio

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Reviews

Average rating 5

Based on 6 reviews.

Guest Service Representative, The Elan Hotel
(5)
The Signature Worldwide training is both informative and fun! The classes are well taught and everyone participates to get the most out of the class.
Vice President of Hotel Operations, Rio All-Suite Hotel & Casino
(5)
Of all the hotel training programs in which I’ve been involved, Signature certainly had a unique approach to conveying information in a way that motivated and inspired employees. Signature trainers understood the industry and therefore brought a lot of credibility to the table. It was the presentation that captivated the team.
President, Radisson Hotels and Resorts
(5)
Signature training has had a direct impact on reservation closure rates at many of our properties across the globe since training began in North America in 1997.
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Training reviews
Course rating
(5.0)
Based on 6 reviews.

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