Diamond Formula for Conversion Success for the Guest Service Representative
Owners, General Managers and Front Desk Managers continually express concerns about their poorly trained Guest Service Representatives.
“There is no sell on telephone inquiries” “They always sell at the lowest rate even when the hotel is full.” “They allow walks when the hotel is empty”.
The purpose of this full day seminar is to challenge your Guest Service Representatives to become an integral part of the total property’s sales effort and to give them the tools necessary to become engaged with your customers. They will be left with knowledge of:
- How they are part of the total property sales effort
- An understanding of the market segments for which they have primary responsibility
- The tools necessary to become a great salesperson for the property
- An understanding of the principles of revenue management so that driving a balance between rate and occupancy leads to greater profitability
- The effects of the internet as an aid (or deterrent) to driving rate and/or occupancy
- The strategy of when and how they sell-up from “Best Available Rate” or “Rate of the Day”
- How to take control of the co nversation with the guest… on the telephone or with the walk-in
By providing the GSRs with the knowledge, skills and tools necessary for them to become the sales professionals you need, you will greatly enhance service levels across all market segments and drive occupancies and rate. It is about empowering your Guest Services team to drive revpar.
It will also leave your management team with the tools necessary to continue to drive the program. Their championing of the program and to continue to positively coach best practices will guarantee the long term success of the program.
As with all Diamond Edge programs, there is a strong commitment to
an interactive atmosphere and role playing.