Reservations Sales Training

Customer focused reservations training

The Hotel industry is a competitive world. Our reservations sales training will give your team the knowledge and skills to succeed.

At Natural Training we’ve done a wealth of research and mystery shopping for the hotel industry. We have found that reservation teams making calls and interacting with guests often engage in a very transactional manner. The interactions don’t seek to understand the customer or guest, their values and sometimes don’t tie the customer into the sale in any way.

With a combination of our training methods, such as short bursts of theory, role play and live calling/coaching, we will empower your reservations sales team with the skills and enthusiasm that will yield immediate results for your hotel. Here are some of the challenges we have helped hotels with:

• Aligning teams to be consistent in their communication and to work together.
• Helping teams be clear, relevant and memorable.
• Supporting teams to make the most of meetings both by phone and face to face. Including increasing their confidence in cultivating natural, consultative, engaging conversations to sell your hotel.
• Skills to ask professional, credible questions that uncover what is important to every customer.
• Creation, development, passion and clear articulation of each of the hotel’s value propositions.
• Up to date knowledge on what great reservations agents are doing. Sharpening up-selling and cross-selling approaches to dramatically increase the deal size of customer packages.
• Helping teams with knowing how to judge and handle sales closures with greater confidence.

Training ideas for your reservations team

As with all of our training, we start with the mindset and the belief – and how to bring this to life for the customer! Then, we tackle selling value and taking control, all with the aim of creating an outstanding experience for your guests. Some topics we could cover with your teams are:

Thinking in a Commercial Way:

1% Makes a Big Difference: Through group discussion we examine those small yet important behaviours that will support the commercial drive of your business.

Consultative Selling:

People don’t like to be “sold to”. They much prefer for you to engage them in conversation, ask them intelligent questions and listen with genuine interest.

The Art of Questioning & Listening:

Applying this core principle of the consultative style, your team will be guided through some simple exercises to show how effective the questioning and listening process is, compared to just talking and waiting to talk.

Problem Solving & Value Creation:

Finding pain is one part, but treating it requires the ability to solve problems. We teach your team how to creatively think their way through customer problems, and then address them with a beautifully presented solution that creates value and desire.

Selling the Extras:

We set up a customer scenario bespoke to your company, pitting teams against each other to come up with an up-selling strategy. Your team will strive to outdo each other and you will reap the reward!

To learn how we can address some of these challenges within your hotel, contact us via the form on the right hand-side.