Ideally, QUEST is delivered via an on-site training experience, as hotel reservations is a revenue-generating department and even small increase in call conversion can have a huge impact on profits. (For clients exclusively seeking remote online learning options, KTN offers a private, three-part webinar series delivered just for your staff.)
On-site training is available in various formats including full-day, which is ideal more time is allowed for activities and exercises, or a half-day format that is repeated to allow for staff coverage. (A two-day workshop format is also available by request.)
All KTN hotel training workshops are highly interactive; participants are regularly engaged in training games, team activities, role playing, and group exercises.
For first time clients, KTN trainers hold an introductory and familiarization meeting on the afternoon prior to the workshop if travel time allows, or held remotely via webinar, during which advice is offered for: Measuring reservation sales productivity, providing staff recognition or incentives, and for using KTN’s resources for ongoing, in-house reinforcement.
Advanced Reservations Sales Skills Module
Due to the advances in revenue management tactics, quoting rates and explaining rate restrictions has become extremely challenging. At the same time, today’s savvy callers have surfed multiple distribution channels such as OTA’s and affiliate websites. Due to rate transparency, they already know your rates as well as those of the competition.
Therefore, today’s agents are required to convey the most complex rate structures and availability restrictions in the history of lodging to the most educated callers our industry has ever had.
Building on the concepts presented in KTN’s Hotel Reservations QUEST as a foundation, Advanced Reservations Sales Skills provides practical tactics that apply every day in real-world calls.
Some of Doug Kennedy’s Articles On Reservations Sales
Get Ready For The Rebound! Train Your Reservations Team On What To Say When Their Phones Start Ringing Again READ MORE
Condition Your Reservations Team So That When They Hear ‘Ring-Ring’ They Think ‘Cha-Ching!‘ READ MORE
How Much Does It Cost To Generate A Voice Reservations Inquiry? How Much Are You Investing In Properly Following-Up? READ MORE
What Is The Most Important Question Your Reservations Sales Agents Should Ask? READ MORE
How Did The Bartell Hotels’ Call Center Capture 7% More Revenue From 11% Fewer Calls? READ MORE
KTN’s Strategies For Reservations Sales Success Via Email and Click-To-Chat
Upscale and luxury resorts in particular, along with vacation rental companies, report that these days there as many inquiries coming in via email and chat as there are via voice. Unfortunately, too many agents overlook this opportunity to connect with web-surfing prospects, and instead reply with responses that read as if they are sent by a “website search help desk.” In other words, too many agents simply reply with the same rates and property details that the caller has already seen online at the hotel’s website.
Therefore, this interactive workshop presents simple, easy to use tips for responding with authentic messaging to personalize what are otherwise “boilerplate” templated responses. Participants come to recognize that email and chat are simply new means for us to connect with prospective guests. They learn to use the same concepts as QUEST trains them to use for voice callers to capture more direct bookings from inquiries originating via email and chat.