Award-Winning
Hospitality & Hotel Training
Running a resort, hotel, or hospitality-based business requires a lot of skill and time. With high turnover, fierce competition, marketing, budgets, and ever-increasing customer expectations, it’s no wonder training is often a low priority.
Uncover the power of expert, award-winning hotel and hospitality training courses from Oculus. Energize your locations with easy-to-schedule, consistent coaching that will exceed your service and revenue goals.
100% Customized & Syllabus Approval
Brand, AAA and SOP Compliance
Expert & Experienced Trainer
Group, 1-on-1 Coaching
Auditing, Certification & Assessments
ABOUT THIS COURSE
Invest in hotel training courses that will pay for themselves in no time!
Teaching team members might seem easy, but implementing new techniques takes time, research, presentation expertise, and modern tools. Not everyone will show up with formal hospitality education. Our fully customized, data-driven hospitality and hotel courses will shift your team from simply “providing service” to fostering autonomy in creating personalized experiences that “WOW” guests and outperform the competition.
What is the benefit of training hotel service?
Our approach ensures that front-line teams are fully engaged, with a deep understanding and motivation to deliver exceptional service. We focus on performance areas that lead to higher conversion rates, increased revenue, elevated customer satisfaction, a competitive advantage, and a constant stream of positive reviews.
What is an example of hospitality & hotel training? Watch this short video clip above.
Training For Hotel Staff - Enhance Essential Skills
Set a refreshed outlook on service, connection, and sales in hospitality!
#engagement #service #attitude
Learn industry service principles like engagement fundamentals, service mindset, phrasing, follow-up, service recovery, and more! Ensure you meet and then exceed guest expectations.
#empathy #connection #loyalty
Move from a transactional approach to developing relationships. Discover the importance of building connections through acknowledgment, empathy, and meaningful gestures to foster customer loyalty.
#wow #listening #adapting
Many places hold similar service principles and products. How do you stand out? Learn to actively listen, adjust, and uncover ways to stand out through proactive efforts.
#selling #upselling #vision
You are in business to make money! Learn modern and intelligent sales techniques that encourage upselling, repeat experiences, and help overcome buyer resistance.
#5star #refined #elevate
Effortlessly bring style and elegance to your service flow. Master etiquette, elevate touchpoints, and learn to offer unparalleled service delivery.
Our Design Process
100% CUSTOM!
Experience the difference. At Oculus, we customize every part of your hotel training experience with us, and the content will depend on what details we uncover during our analysis, in goal-setting calls, and what is endorsed by your team. Ultimately, our training is guaranteed to fit since you approve the syllabus and content before it is placed in front of your team.
5/5 from reviews on
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Discovery.
We meet with you to understand your requirements and goals. -
Conceptualization.
Based on our discussions, we develop a personalized curriculum and program tailored to your objectives. -
Approval.
We present you with a potential syllabus, listen to your feedback, and make any changes. You always have the final say. -
Design.
Once we have your approval, we will proceed with creating an unique and impactful training program. - The process begins again with each training event.
Training Hotel Staff Fundamentals
Which types of training is most important to hoteliers?
The most requested types of hotel training from our clients include fundamental training to help with staff turnover, service recovery, and proactive, stand-out service. With custom training, your hotel can choose the path that best fits your current objectives and service goals for the upcoming year. Review the most common courses listed below.
Customer Service
Core Concepts. Our Core Concepts Program introduces the fundamental pillars of hotel service delivery.
- Listening. Understand the importance of listening for details.
- Adjusting. After listening, adjust your service approach to your guest's needs.
- Connecting. Personalization and connection is key to returning and happy guests! Move away from robotic service!
- Exceeding. If you want to stand out, you have to meet and then exceed expectations.
- Plus much more!
IMPRESS The Guest
Advanced. Unlock the full potential of your team with our award-winning IMPRESS™ service training. Our comprehensive program covers the seven essential customer service skills, equipping your team with the tools they need.
- Invite & First Impressions
- Measuring Needs
- Personalization
- Recognition
- Exceeding Expectations
- Solutions
- Stability
Loyalty 101
Who doesn’t like returning guests? Loyal guests are easier to deal with, know what to expect and offer steady revenue. This course will review unique approaches to acknowledging loyalty.
Fantasy Factor
Who doesn’t like returning guests? Loyal guests are easier to deal with, know what to expect and offer steady revenue. This course will review unique approaches to acknowledging loyalty.
Virtual Service
The virtual communication experience is becoming more quintessential. We will review how to provide attention-grabbing and elevated customer service over the telephone, email, text message and online.
Brand Standards Review
Are you a part of a brand with a variety of standards to implement? Send us your criteria, and we will customize a hotel training course to make your content come to life and meet your brand expectations.
Hotel Management Training Programs
Need custom hotel training programs for your management team in leadership, coaching, service or complaince? Our experts can help.
Guest Service & In-House Fundamentals
COMMON AND POPULAR MODULES INCLUDE:
Check-In IMPRESS
During Check-In IMPRESS training, we will review how to assess needs, upsell and provide proactive service to start a guest’s stay off right!
Check-out IMPRESS
Our Check-Out IMPRESS modules will review how to acknowledge loyalty, leaving a positive lasting impression, encouraging positive online reviews, and much more.
Encourageing Positive Reviews
Having tripadvisor.com logos plastered around your building and at the front desk can encourage reviews, but not just positive ones. This module will teach techniques that promote positive reviews and ditch the negative ones.
"Stay Well" Service Calls
Don’t wait until check-out to hear how a stay went. Learn how to collect much-needed guest thoughts at the start of a visit to ensure an incredible review.
Concierge IMPRESS
Concierge service is more than just providing recommendations. Your concierge team has the ability to shape a guest experience to leave them wanting more! This module reviews how to make personal recommendations, following up, and encouraging guests to experience the best your area has to offer.
5-Star Service
Both hotels and service-centric businesses alike can provide an elevated service experience to customers. In this course, we will talk about the foundations of being 5-star.
- Elevated Body Language, Words, Tone and Attitude.
- Service Adaptability.
- 5-star Knowledge, Confidence & Thoughtfulness.
- Understated Service.
- Privacy Expectations & Delivery.
- Hands-Free Service, Barrier-Free Service
- Plus much more!
Food & Beverage IMPRESS
In our IMPRESS modules for dining rooms, we will review the IMPRESS and AAA standards of service, reservations, sales, upselling, presentation, personal connection, qualifying, making a recommendation, creating the best impressions, encouraging loyalty, online reviews and more!
- Banquets & Catering
- Dining Room
- Room Service & Delivery
- Plus much more!
In-House Service IMPRESS
While a guest is staying, we have an excellent opportunity to shine, catch issues before they escalate and develop a rapport that will keep guests coming back for more. Options can include:
- Conducting A Room Inspection
- Housekeeping Customer Service
- Room Entry & Privacy 101
- Turn Down Service
- Room Requests and Delivery
- Plus much more!
Handling Complaints & Conflict
COMMON AND POPULAR MODULES INCLUDE:
Action-Reaction
Is it too much, too soon, or too frequent? While compensation may be necessary when addressing a complaint, let's discuss when to compensate, how much to offer, managing guest expectations and consistency, and when to involve management.
Complaint IMPRESS
Guests can be demanding. We have to deal with their expectations, emotions and ensure their stay is flawless. This course will highlight the importance of dealing with issues, addressing emotions and more steps to eliminate complaints.
Dealing with Abusive Guests
Handling a hotel complaint is one thing, but some guest can clear cross the line. In this module, we will speak on handling abusive guests, protecting others and yourself!
Hotel Sales & Reservations
COMMON AND POPULAR MODULES INCLUDE:
Reservations IMPRESS - Hotel Sales Training
Selling your hotel means more than just taking a few details and sending a confirmation. Create a mental image for your guests before they arrive! Learn to customize your sales experience to sell more, have happier guests and provide the ultimate customer service.
- Call Foundations
- Handling Cancellations
- Encouraging Direct Bookings
- Upselling
- Overcoming Resistance
- Plus much more!
Upselling At Check-In
Train your front desk team to upsell products and services at the time of check in to increase your hotel revenues.
Reap the benefits of proactive hotel training
Join the top 3! Get results with custom hotel hospitality training!
Do you want to be at the top of your competitive set? With Oculus as their partner, hotel customers can confidently elevate their brand’s reputation and surpass customer expectations. Over 80% of our hotel clients rank within the top 3 or higher on tripadvisor.com
We partnered with six hotels over 10 years, and evaluated their sales and service performance over 6000 times!!
94%
MORE CONFIDENCE. The hotels attempted to overcome resistance 94% of the time in year ten compared to only 35% in year one.
100%
MORE REVENUE. In year 10, the hotels sold higher-priced room options and packages on 100% of the time.
3x
MORE CONNECTION. Deeper connections by using guest name, personalizing experiences, finding commonalities, and making personal recommendations.
Business Intelligence
To craft a training program that will truly fit your goals, a science-based and systematic approach should be taken when preparing a training strategy. At Oculus, we will work to collect comparative data that allows us to make crucial recommendations and develop a training methodology that will align with your ultimate objectives.
Think Tank
Partnering with Oculus means you get a private think tank of experts who bring their expertise and additional training resources to ensure your custom-built training programs exceed your goals and provide the most accurate, in-depth, and engaging training.
Bird's Eye View
We work with thousands of companies and brands around the globe, which means we can bring international perspectives, examples, and ideas from many brands, industries, and cultures.
Data-Backed Approach
Our training will focus on the learning and performance gaps identified through business intelligence and baseline auditing of your team members.
Neutrality
Working with Oculus means having a person who can propose ideas without being influenced by internal preferences, past successes, or company history.
Incorporation of Internal Standards & Training
Our experts will work with your experts to incorporate any internal branding and training to ensure that all messaging aligns.
Facts Matter
Using available data points, our experts will reinforce a custom strategy based on scientific studies, established theory, and psychology.
Tailored Content
Our hospitality and hotel training is 100% customized to ensure we address your organization's specific requirements, goals, and challenges.
Expert Instructors
Our trainers are highly educated professionals. You deserve a hospitality specialist!
Interactive Learning
Our modules are engaging! We promote active learning with discussion, scenarios, and role-playing! This means no "mute and ignore," even during online sessions!
Confidential Learning
Live sessions enable learners to ask challenging questions confidentially, preventing group embarrassment or disengagement.
Comprehensive Full Scope
No matter the module, our trainers are adept at promptly addressing learner inquiries, feedback, and scenarios, even beyond the scope of the syllabus.
trusted by leading hospitality big and small brands around the globe:
