The reservations and front desk team can play a major roles in booking business for the hotel. Handling incoming inquiries in a highly effective manner can make the difference between winning and losing the sale. The better the closure rate, the higher the revenues the hotel will enjoy. This course will help anyone in the hotel who is responsible for dealing with incoming reservation inquiries. It reviews the power of using a customer’s name, as well as the importance of your tone of voice and using complete sentences when qualifying the customer. Addressed is how to minimize the potential negative impact of placing a customer on hold by using great on hold etiquette. We also talk about how knowing the market trends can help when selling your hotel and the importance of knowing your competition as well as you know your own hotel and using this insight to really do a great job in reservation sales. You will also learn about qualifying your customers and some additional questions to ask to gain great insight to better sell to them. We review how to effectively sell the hotel and the rates when quoting them versus simply telling the customer the rate. You will also gain insight as to the different techniques that can be used for upselling and how to establish and track goals for maximum effectiveness to increase revenues. Reviewed in detail are tips on the important step of closing on the reservation and what type of closing techniques you can use. Through the use of this course you will learn about how to set the stage to be prepared to overcome rate resistance. After completing this course you will have a thorough knowledge of how to be prepared to do a great job when handling incoming reservation inquiries to increase closure rates and revenues.
