Why front desk employee development is the key to your organization success?

A receptionist is the first point of contact that anyone has when entering a hospitality facility. We often call them the face of the company. The way they act the way they treat customers it fundamentally determine the judgment of your organization. Why? Because the first impression that potential clients, customers, employees have responsible for the long term relationship with your business  which can be its success or downfall. That’s why we recognize the huge value that a receptionist has.

Developing Receptionists training

Goal:

• ■ To know customer requirements and create interest in hotel services
• ■ To capture guests’ interestTo create a positive atmosphere with guests
• ■ Constructive partner behavior
• ■ To strengthen colleagues entrepreneur approach
• ■ To develop personal and tele-sales
• ■ To create and individual approach

Topics:          

• ■ The personal effect / Impact via the phone
• ■ Handling emotional expression
• ■ Handling conflict
• ■ Rhetoric
• ■ Partner level discussions
• ■ Negotiation
• ■ Requests
• ■ Claims

Up selling: To win guests for extra services.

In today hospitality upselling is a common strategy for restaurants to boost their profits. By training your staff in ways to sell more, you can help their tips and improve business. Upselling is more than sales; it requires perception, knowledge and discretion. At its best, upselling can look less like sales and more like customer service; effective techniques should be subtle enough to avoid annoying the customer or making them feel pestered.

Topics:

• ■ Discovering a partner’s situation, situation awareness
• ■ Benefit argumentation
• ■ Handling objections

Method:  Group-work and role-plays with feedback.