Reservations 101 Communication is Key GEM Training Module.

Reservations 101Communication is Key

GEM TrainingModule

GEM TrainingModule

Developed For:

Version 01.10

GEM TrainingModule

Reservationists Wear Many Hats

Sales

Marketing

Information Center

Guest Service

GEM TrainingModule

Reservationists Wear Many Hats

Sales

Marketing

Information Center

Guest Service

YOUR PRIMARY JOB IS TO SELL THE HOTEL AND

SUCCESSFULLY BOOK RESERVATIONS

While all of your responsibilities are important, please remember the entire HOTEL depends on your

ability to successfully sell the property.

The simple truth is that over 95% of the calls you receive have the possibility of being a

“Sales” call.

GEM TrainingModule

Reservationists Wear Many Hats

Sales

Marketing

Information Center

Guest Service

Everything You Say and How You Say ItIs “Marketing” The Hotel

You paint a picture of how great the resort is and

especially how professional the service is.

By promoting all the amenities of the Hotel you can

convert a “shopper” into a “buyer”.

GEM TrainingModule

Reservationists Wear Many Hats

Sales

Marketing

Information Center

Guest Service

You Must Have A Broad Knowledge Base And Understand Everything About the Hotel

You will be asked almost any question imaginable.

Always Find Answers To The Questions You Are Asked

Incorrect Information Is As Bad As Not Giving Out Information

GEM TrainingModule

Reservationists Wear Many Hats

Sales

Marketing

Information Center

Guest Service

You Are An Important Part Of The Guest Service Team

Frequently You Will Be The First Contact A Guest Will Have With The Resort

Guest Expectations Start With You

GEM TrainingModule

Back To School Basics

Attitude

Manners & Etiquette

Professional

Thorough

GEM TrainingModule

Back To School Basics

Attitude

Manners & Etiquette

Professional

Thorough

A Great Day At Work Starts With Great Attitudes

Callers Can Pick Up On When You Don’t Feel Like Talking Or When You Are In A Bad Mood

Back To School Basics

Be Like This Person Not Like This Person

When You Come To Work You Should :

GEM TrainingModule

Back To School Basics

Attitude

Manners & Etiquette

Professional

Thorough

Great Phone “Manners and Etiquette” Are The Keys

To Successful Communication and Success

Every Caller Is A Potential Customer and Our Customers Pay Your Wages

Without Customers We Would Not Be Here

GEM TrainingModule

Back To School Basics

Manners & EtiquetteIT IS ALL ABOUT THE FIRST IMPRESSION

Every Call You Answer Is The Start Of OUR GUEST’S

FIRST IMPRESSIONS OF THE RESORT

YOU DON”T GET A SECOND CHANCE AT A FIRST IMPRESSION

Your Job Is To Paint A Picture Of A Hotel That Makes Callers Want To Stay Here!

GEM TrainingModule

Back To School Basics

Manners & EtiquetteWhat You Say And How You Say It Will Either

Make Our Hotel Sound Like:

A Beautiful Hotel Not A Very Nice Place

GEM TrainingModule

Back To School Basics

Manners & EtiquetteWhat You Say And How You Say It Will Either

Make Our Hotel Sound Like:

Deluxe Rooms Afraid To Sleep Here

(.wav)

GEM TrainingModule

Back To School Basics

Manners & EtiquetteWhat You Say And How You Say It Will Either

Make Our Hotel Sound Like:

Beautiful Pool &Amenities

Not Very Healthy

GEM TrainingModule

Back To School Basics

Manners & EtiquetteIT IS ALL ABOUT THE FIRST IMPRESSION

Every Call You Answer Is The Start Of OUR GUEST’S

FIRST IMPRESSIONS OF THE RESORT

YOU DON”T GET A SECOND CHANCE AT A FIRST IMPRESSION

GEM TrainingModule

Back To School Basics

Manners & EtiquetteIT IS ALL ABOUT THE FIRST IMPRESSION

Every Call You Answer Is The Start Of OUR GUEST’S

FIRST IMPRESSIONS OF THE RESORT

YOU DON”T GET A SECOND CHANCE AT A FIRST IMPRESSION

GEM TrainingModule

Back To School Basics

Attitude

Manners & Etiquette

Professional

Thorough

GEM TrainingModule

Back To School Basics

ProfessionalProfessionalism Is Personal Over Electronic

Show Respect By Using OUR GUEST’S

Name Throughout The Conversation

Be Genuine And Authentic

Size Up The Caller and Use Formality or Personality As Best Fits

GEM TrainingModule

Back To School Basics

Attitude

Manners & Etiquette

Professional

Thorough

GEM TrainingModule

GEM TrainingModule

Guest Experience 101

Richard Coleman, CHASenior Vice President American Resort Management

Back To Old School

Back To Old School