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Reservations and Sales Training

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by

Kari Preston

on 1 November 2016

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Transcript of Reservations and Sales Training

How do guests make reservations?
Reservations Calls
Walk-Ins
Let's Listen to a Call
What went right?
What could be better?
Let's Listen to another call
What went right?
What could be better?
IMPRESS on the Phone
I

M
P
R
E
S
S
nvite
easure
ersonal Connection
eveal the Value
ncourage
eek a Yes
upport the Sale
Invite
Measure
Personal
Connection
Reveal the
Value
Encourage
Seek a Yes
Support the Sale
Let's Listen to Another Call
Let's Listen to one Final Call
Let's Role Play!
Tools
IMPRESS Walk-Ins
Sets the tone of the conversation
Always have a smile on
Approved Greeting
Time of Day
Location Name
Your Name
Offer of Assistance
Respond within 3 Rings or Less
But why?

But I'm so busy!
Why are they calling?
Ask open ended questions
Business: Ask about negotiated rates
Leisure: Congratulate, ask about events or fun plans
Returning: Thank the guest. Look up history.
Government: Understand department to qualify.
Funeral/Hospital: Skip this step!
Questioning: Respond, ask why they are coming
Open Ended Questions Based on Reason for Travel:
Making a connection with the human on the other end of the line.
Ask for and Use Their Name
There's no sound so sweet as the sound of one's own name.
- William Shakespeare
How to Remember a Name!
Say Their Name Ten Times in Your Head
If you did not hear their name clearly, ask for them to repeat it
Use their name three times
Associate the name with a person you already know
Create a
pneumatic device
Ask a co-worker to help you
Write it down
If all else fails,
ask again!
Match the tone of the guest
Happy - Ask questions
Quiet - Make a recommendation
Excited - Ask questions or comment
Joking - Laugh! Stay professional
Demanding - Ask for their name. Use surname.
Administrative Assistant - Ask how THEIR day is going
Tell them why they should stay with us!
Four Values Beyond Giving Rate
(two for returning guests)
Business - Amenities that Save Time
Leisure - Descriptive Details
Returning - 2 Reminders of What Changed
Government - Focus on Inclusions
Funeral/Hospital - Amenities that Reduce Stress
Questioning - Lots of Detail! Both of What is On-Site as well as Nearby
Upsell a More Expensive Room or Package
Higher Before Lower Rate
Offer a different room type
Offer a package
Determine what's offered based on questions asked during the Measure step
Business - Comfort and time savings
Leisure - Make their stay more fun
Returning - Mention previous stay and upgrade
Government - Focus on savings or inclusions
Funeral/Hospital - Focus on comfort and convenience
Questioning - Provides lots of detail
Always Offer Two Options!
Close the Sale!
Ask for
the Sale
Use a "Yes or No" Question
Ask immediately after providing the rate
Overcome Resistance or Hesitancy in Booking
Relate to Resistance
Empathize and Offer Solution
Too Expensive - Offer Alternatives
Gathering Information - Stress availability, cancellation policy. Offer website.
Call Back Later - Offer to call them at their preferred time
What went right?
What could be better?
What went right?
What could be better?
Summary
Invite:
Approved Greeting, Three Rings or Less

Measure:
Ask an Open Ended Question

Personal Connection:
Ask and Use Their Name

Reveal the Value:
Four Values Beyond Giving Rate

Encourage:
Higher Before Lower Rate

Seek a "Yes":
Ask for the Sale

Support the Sale:
Relate to Resistance
In groups of two role play the following scenarios. Each person should be the caller once and the reservationist once. The caller should use the role play worksheet to assess the call and review with the reservationist after the scenario is complete.
A potential guest travels to the area on business and wants to know about the Internet and how reliable it is.
A traveler is calling as h/she are traveling to the area to attend the Tulip Festival. The caller has never been and wants to know the best things to do.
A potential guest walks-in to the hotel while on vacation. The couple is traveling from California to Canada and are looking for a low rate for the night. The guest needs to check with his/her spouse before booking the room.
A traveler is in the area for business and his/her appointment ran later than expected. H/she is looking for a room for the night and is curious about business services as he has work to complete late.
Chatter
E-mail
Incentive
Coaching
Cheat Sheets
Invite
Measure
Personal Connection
Reveal the Value
Encourage
Seek a Yes
Support the Sale

Welcome the Guest to the Hotel With a Warm Smile
Include the time of day
Offer of Assistance
Invite
Welcome the guest to the hotel and set the tone for the stay.
Measure
Determine the reason they walked into the hotel
Ask Open Ended Questions
And if they have stayed here before
What can you ask each of these types of traveler?
Business
Leisure
Returning
Government
Funeral/Hospital
Questioning
If the Guest is Solely There for Questions this is a Potential
SALES LEAD
Personal Connection
How would establishing a personal connection differ in the person versus on the phone?
Ask for and Use Their Name
Match Their Tone
Reveal the Value
Why they should not walk out of the door to your competitor
Four Values Before Giving Rate
Business
Leisure
Returning
Government
Hospital/Funeral
Questioning
Walk-In Guests Who are There Simply to Ask Questions are a Potential
SALES LEAD!
Encourage the Guest to Check-In to a More Expensive Room Type
Higher Before Lower Rate
Business
Leisure
Returning
Government
Hospital/Funeral
Seek a Yes
Close the Sale
Ask for the Sale
Yes or No Question Immediately After Quoting the Rate
Support the Sale
Do Not Let Them Walk Out!
Relate and Respond to Resistance
Empathize with Concern and Offer a Solution
Too Expensive
Checking with Someone
If the Guest is Still Resistant, Discretely Offer Your Lowest Sellable Rate
Remember to IMPRESS with every potential guest!
Kylie
Brianna
Sandy
Hillary
Online
Groups
Travel Agent
What makes the reservation one of the most important parts of the guest's whole stay?
Full transcript