Telephone Skills Training

1. Telephone Skills Training

2. Extreme Guest Service Training Who Pays Your Wages ? Our Guests !

3. Blueprint of A Telephone Call

4. Blueprint of A Telephone Call Set-Up Prompt Answer Proper Greeting Smile In Voice Not Rushed Good English

5. Answer Within 3 Rings! Ask To Place Someone On Hold Offer To Call Back If Going To Be On Hold More Then 2 Minutes Blueprint of A Telephone Call Set-Up Prompt Answer Proper Greeting Smile In Voice Not Rushed Good English Professional Warm Greeting You must speak with a pleasant tone of voice projecting an image that you want to assist the caller. Speak with a sense of urgency but not rushed A guest may feel that you are too busy to assist. The caller must be able to understand you!

6. Blueprint of A Telephone Call Pitch Set-Up 3 Standard Questions Benefits/Features Before Price Prompt Answer Proper Greeting Smile In Voice Not Rushed Good English

7. Blueprint of A Telephone Call Pitch Set-Up 3 Standard Questions Benefits/Features Before Price Prompt Answer Proper Greeting Smile In Voice Not Rushed Good English You Must Ask: Have You Stayed With Us Before? What Brings You To The Area/ Traveling On Business or Pleasure Have Your Heard About Holiday Inn Rochester Airport? BBR=Benefits Before Price Paint The Picture Of The Hotel Before Quoting a Price Features of Rooms Then Hotel

8. Blueprint of A Telephone Call 3 Mandatory Questions 1.)Have You Stayed With Us Before? If the guest has stayed with you before you can make the reservation up to 3x’s as fast. From guest history you can see previous room type and rate. This gives you and idea of what to quote this time. Provides Better Customer Service 2.) What brings you to the area/ Traveling on Business of Pleasure ? If the caller is not a repeat guest you need to find out what is bringing them to the area. Are they part of a larger group (corporate, sport team, wedding). What features are they going to be looking for (see BBR). Provides Better Customer Service 3.) Have You Heard About Holiday Inn Rochester Airport? Over 60% of Business Comes From Word Of Mouth There Are Still Many People Who Do Not Know About Holiday Inn

9. Blueprint of A Telephone Call Benefits Before Price (B.B.R.)

10. Blueprint of A Telephone Call Benefits Before Price (B.B.R.) If the caller has never been to your property you are starting with a blank canvas. Or, worse yet you may be starting with a canvas that has quite a poor picture. Not Pretty Pretty Nice

11. Features Before Price! We offer exceptional products and facilities but we demand higher prices. Which sounds better I have a room with two double beds for $99.00. Or I have a deluxe room with two double beds, in room coffee service, iron and ironing Board, and an in room hair dryer. Our rooms also feature 32” LCD with over 60 cable stations and in room movies. ………………………………………… $ 99.00

12. Do Either Of These Hotels Look Appealing? Callers May Envision Hotels Like This When They Are Calling If You Do Not “Paint The Picture”

13. A hotel room is one of the most perishable items in the world. You must understand that each and every room that sits vacant tonight (or any night) is potential revenue lost forever. Hence The Need For Our “NO WALK POLICY” “NO WALK POLICY” If there are rooms to sell (and you are not going to sell out) tonight, or for any future date. It is your job to take the proper steps to ensure that the guest stays at your hotel or one of our other hotels. On nights that you are going to sell out, it is your job to refer all customers to one of our hotels that can accommodate their needs.

14. Blueprint of A Telephone Call Pitch Set-Up 3 Standard Questions Benefits/Features Before Price Prompt Answer Proper Greeting Smile In Voice Not Rushed Good English As you are quoting a rate you must say: “May I Make That Reservation For You?” Offer Don’t Give Away A Discount That Has Not Been Asked For Ask For Reservation While Quoting The Rate Quote Rack Rate 1st Fade/Refer When Necessary It is extremely rare that all of our rooms are sold out in advance. If you cannot negotiate, then refer to another property

15. Blueprint of A Telephone Call Pitch Set-Up 3 Standard Questions Benefits/Features Before Price Prompt Answer Proper Greeting Smile In Voice Not Rushed Good English Conclusion Offer All Information 3x’s Cancellation Policy Offer To Make Another Reservation Thank Guest For The Business Quote Rack Rate 1st Ask For Reservation While Quoting The Rate Fade/Refer When Necessary

16. Blueprint of A Telephone Call Pitch Set-Up 3 Standard Questions Benefits/Features Before Price Prompt Answer Proper Greeting Smile In Voice Not Rushed Good English You must read back: Arrival,Departure,Rate At least 3x’s during call. Offer Conclusion You must give Cancellation policy. Quote Rack Rate 1st Ask For Reservation While Quoting The Rate Fade/Refer When Necessary All Information 3x’s Cancellation Policy Offer To Make Another Reservation Thank Guest For The Business You Must Offer To Make Another Reservation And Thank The Caller For Calling

17. The Selling Process The negotiating process: Negotiating is a very challenging part of your job. But on some days it is the most important. What are some of the scenarios that you have come across that are challenging to deal with? The “ I’m just checking price and availability” The “Let Me Go and Check With My Spouse” The “ I’m just going to go and park my car” The “Why is that guy getting a lower rate than me?” The “Are you crazy?, I saw a sign just down the road for half that price”