CUSTOM, EXPERT
Reservations Training
100% Customized & Syllabus Approval
Industry & Company SOP
Expert & Experienced Trainer
Group or 1-on-1
Certification & Assessments
ABOUT THIS COURSE
Fierce competition exists, so your reservation agents need savvy skills to convert callers into paying guests.
What does a reservation specialist do?
A specialist should offer more than just a drive-through experience. People are calling to speak with an expert. An Oculus reservations training program can help take your reservations team off “repeat” and give them the personality and proactive thinking skills needed to provide elevated service, ultimately increasing your revenue.
Through research, proven techniques, and your specific goals, our customized reservations training will teach your team the skills they need to outshine the competition. Our IMPRESS The Guest foundation program will examine how to sell correctly, upsell, overcome buyer resistance, acknowledge guest loyalty, and provide a personalized service experience over the phone and online. Make your hotel the only place that a guest wants to call!
What is an example of reservations training? Watch this short video clip above.
Enhance Essential Skills
Your team will walk out of the training room with advanced selling and service skills!
#qualify #measure
To sell, it is essential to qualify your reservation calls. Our reservations training will show your team members the importance of understanding a caller's needs and wants.
#upsell
Our reservations training helps your business make more money! Your team will learn how to upsell, present options in a compelling way, and how to personalize options.
#connection #personality
You can be all biz on a call but does that showcase the type of service experience your caller will come to expect? We will teach the foundations of making a personal connection while taking a reservation.
#resistance #confidence
Not every call is going to be an automatic yes! Our reservations training will review how to overcome resistance and provide your callers with "something else to consider" before hanging up.
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brands AROUND THE WORLD:
WHY OCULUS?
Rated 5/5
100%
custom tailored to fit!
Made for your hotel. All of our programs are completely custom and made for you. Our Dodo design ensures that the language within your reservations training resonates with your learners, and they won’t be bored with a lot of academic-talk!! Our discovery and custom design process will allow you to focus on the areas of most concern and is included.
Discovery
After selecting your delivery method, we will schedule discovery calls to discuss your requirements.
Conceptualization
Based on our discussions, we develop a personalized curriculum and program tailored to your objectives.
Approval
We present you with a program syllabus. You approve or request changes.We present you with a program syllabus. You approve or request changes.
Design
Once approved, we build your custom training program.
The process begins again with each training event.
The Most Comprehensive Reservations Sales Training
Fundamentals
As a reservations professional, it’s important to deliver outstanding service and master the art of reservation sales. Our foundational training program, IMPRESS The Guest, focuses on honing communication skills, creating a positive mindset, forming genuine connections with customers, and becoming a true expert in the field
COMMON AND POPULAR MODULES INCLUDE:
Attitude & Tone
We understand that you respond to call after call, and that can be monotonous! However, callers deserve the best attitude when making a reservation over the phone and requesting to speak with a live expert.
- Value is a feeling. Understand how value is not always about money!
- Tone. It is not just about what you say, it's also about how you say it. Learn about the importance of your tone of voice.
- Excitement & Emotion. How to add a level of excitement and emotion into your reservation calls.
Fantasy Factory
When guests inquire about staying at our hotel, we need to meet the expectations that we have set up through our marketing. Let's talk about how important it is to create and maintain this image during a reservation call.
- Oversharing & Breaking the Fastasy. Are you sharing information that could shatter the guest's illusion? This could lead to disappointment and reduce potential revenue. Let's discuss oversharing and positive spin.
The INVITE fundamentals
Emphasizing the importance of the initial greeting, we will cover the basics of handling reservation calls in this foundation module. These simple steps can have a powerful impact if not considered and implemented correctly. Our concepts can include:
- Initial Response Time
- Apologizing for Waits
- Approved Greeting
- Introducing Yourself
- Should you ask for the guest's name at the start?
- Clarity & Pace
Ending A Call Fundamentals
It's not only about how you start, but also about how you end. In this reservations training module, we will discuss the foundational aspects of ending an interaction and offer ideas to add a level of refinement to call reservation calls.
- Professional closing question
- Including a personalized ending
- Using the name one last time.
- Saying, "My Pleasure" and "Thank You"
- Waiting to end the call
Price Confidence: Selling From Your Own Pocket
Reservation agents may sometimes object to room pricing if it exceeds their personal budget, leading them to default to offering discounts. In this reservations training introduction, we will explore new strategies for pricing and discuss the importance of being confident when selling to our guests.
Managing Call Queues
You don't always have to keep people on hold. Instead of making people wait, learn the Oculus R.U.S.H technique to better manage call queues and provide a superior call experience, even during busy periods.
5-Star Resevervaions
In a luxury environment, reservation calls need to show a level of refinement and a personal touch. Our IMPRESS 5-Star Reservations training can show your agents how to WOW from the first second.
Measuring Needs & Wants
Use qualifying techniques to establish customer needs. Learners will discover how to ask the right questions to uncover more about the customer’s wants, complaints, budget, etc.
COMMON AND POPULAR HOTEL RESERVATIONS SALES TRAINING MODULES INCLUDE:
Qualifying Questions
We will explore the significance of asking qualifying questions to gain a deeper understanding of the guest's specific needs and preferences. Join us as we delve into the art of asking the right questions to enhance the guest experience and ensure seamless reservations.
Closed vs. Open-ended Questions
In this module, we will explore the differences between open-ended and closed-ended questions when interacting with guests. Understanding when and how to ask these types of questions can lead to more productive and insightful conversations that ultimately enhance the guest experience.
Emotional Buying
Several factors influence purchasing decisions. By qualifying your caller and understanding your product, you can evoke an emotional response and sell rooms and your property effectively. Let's review the key elements to consider.
Company Rate or Discount?
Are you inquiring about whether callers qualify for a corporate rate or a discount at the start of your reservation call? You may want to reconsider this approach and what it communicates to all your callers.
Transition Statements
We know that asking questions might be daunting before providing room rates. We will explain how to use comfortable transition statements to qualify and get more guest information.
I just have a question!!
Are simple inquiries not sales calls? Or are they? Let's unpack how every customer call can be a sales opportunity in disguise and what it can mean for your revenue! Let's learn how to turn every call into a sales opportunity!
Why do you want to know?
Has a guest ever asked why you are asking questions? Not to worry! We can review some response statements to address qualifying resistance.
How did you hear about us/the hotel/this package/this room, etc?
Want to know how your caller heard about your hotel, package, or promotional rate? It's a simple step but crucial! In this mini-module reservations training, we can review the importance of gauging if your marketing efforts are working.
Educating & Creating Value
A guest doesn’t know all of our features and benefits, so it is up to us to educate and create value. If we don’t, we lose out on a valuable sales tool!
COMMON AND POPULAR MODULES INCLUDE:
Highlight Hotel Features.
Are there specific hotel features and benefits that would enhance the experience for your guests? It's essential to emphasize the unique inclusions, options, and amenities that make your hotel stand out from the competition and provide the best possible experience for your guests.
- Complimentary. How to appropriately describe and highlight complimentary hotel features.
- Optional. Not all values have to be complimentary. Let's talk about how to highlight our paid services
Rewards
Do you have a points or membership rewards program that offers benefits, inclusions, or discounts to your guests? Let's discuss how to provide these options during a reservation call.
- How can loyal members be welcomed back and reminded of their benefits?
- Encourage potential guests to sign up and take advantage of the program.
Being the local expert
Promoting your location's perks is key to ensuring happy guests! Studies have shown that the more time a guest spends outside of their room, the more they enjoy their stay at a hotel. With this in mind, it is important to encourage and recommend local sites, activities, and options to enhance their stay. We are speak on how to incorporate ideas into a reservation call.
Personalizing Values
Values make much more sense if you can personalize them and connect them back to your conversation. In this module, we will show you how to use the information provided or your personal experience to add emotional value to your product.
Personal Connection
If your reservation calls lack personality and a connection with the caller, then you provide a transactional experience, and why shouldn’t they just book online?
The ability to connect with others will dramatically improve sales opportunities. If you can relate, recommend, or share an experience, you will begin building loyalty. We will review how to connect with customers to develop long-term relationships
COMMON AND POPULAR MODULES INCLUDE:
Asking & Using Name
Using the guest's name in a hospitality setting is an industry standard. During this foundational course, we will discuss the fundamentals of name usage during a reservation call, including:
- First or last name?
- Pronouncing complex or unfamiliar names.
- Placement. Using the name organicly during the call
- Overuse. When is too much?
How To Make A Personal Recommendation
When attempting to engage with a guest, it can be helpful to begin with a personal recommendation to initiate the conversation. In this reservation sales training module, we will introduce the 1/2/3 technique for making conversational recommendations!
Engaging Emotions
It's essential to be able to compassionately engage with and relate to guests, even when they're expressing difficult emotions. We will discuss some options to engaging the celebrations and also the imperfect scenarios!
Show Interest
Are guests providing us with hints about how we can interact with them, and are we simply ignoring them? In this module, we will demonstrate how you can express interest by asking questions and responding to the information provided during a reservation call.
Finding Commonalities
One of the easiest ways to connect with a guest is when you have something in common. Let's unpack how to use commonalities to connect during a reservation call.
Conversational Vs. Transactional Engagements
In this module, we will explore the importance of being conversational and confident during reservation calls. Rather than being transactional, we will concentrate on developing a conversational approach that puts our customers at ease while demonstrating confidence in our hotel services. Discover how to create meaningful connections through conversation!
Encouraging Upsells
Who wants the basics? Well, most people will if you don’t sell your upgraded options properly. Learn how to make upselling room upgrades a “no-brainer!”
COMMON AND POPULAR MODULES INCLUDE:
Descriptions That Pop
It's important to effectively communicate the different room types you offer. To stand out from the competition and increase upselling opportunities, it's vital to craft compelling descriptions that are personalized to the needs of your callers. This mini-module on reservations upselling will cover how to tailor room descriptions to the preferences of potential guests and create excitement about your offerings. Make your rooms pop!
- Short & Sweet.There are times when you want to provide quick and straightforward room descriptions to improve potential upselling opportunities.
- Personalized Room Description. When upselling, if you can connect something said, a need, or a wish to a room, you are more likely to confirm an upsell!
Pricing Comparison
Learn how to effectively highlight your pricing or options at special prices, seasonal lows, or available discounts, creating a sense of urgency. When your caller feels they are receiving a good deal, it adds to the yes!
Selecting the Right Room Options
Where do you begin? With so many room categories to choose from, you need to investigate during the call to best understand what options to extend and are more likely to be well received by your caller.
Limiting Room Options
Are you unsure about how many options to present when upselling? Information overload is not great! Let's explore the optimal number of options to present and when to provide additional options if necessary.
High or Low?
Should you start high or low when presenting room options? Let's unpack the logical and scientific approach to sales.
The Pause
Learn to pause at the right moment, anticipating a "yes" from the guest.
Making A Personal Recommendation
Local tips are valuable when presented properly. Let's discover how to recommend your favorite room types and features so your guests feel they shouldn't miss out.
Asking For The Sale
If you don’t ask, you might not receive the “yes” you want. Ask the guest if they would like to make a booking and pay attention to their response.
COMMON AND POPULAR MODULES INCLUDE:
Seek A Yes
You may think that we ask for the sale to get a "yes," and in a roundabout way, that might be true. But what if it's more about when they say "no"? In this module, we will discuss ways to ask for the business and how to frame your question to gather key pieces of information that you can use to overcome resistance.
Confirmation IMPRESS
The caller has agreed to make a booking! We cannot afford to overlook the service now. We must continue to provide the same exceptional confirmation experience, especially when dealing with sensitive data and informing guests of policies. Find out what IMPESS THE GUEST steps you need to take to ensure the rest of the sales process is outstanding.
Overcoming Resistance
You won’t always get a yes from your sales efforts, but you can pull out a few tricks to make your caller think twice (without being pushy)!
COMMON AND POPULAR MODULES INCLUDE:
Price Resistance
Callers may push back on our initial pricing, but that doesn't mean the call has to end in rejection. It's crucial to understand when and how to offer discounts and negotiate rates based on availability and the caller's requirements. Our price resistance modules review concepts including:
- Resistance Questions. In order to address resistance, you have to qualify why your caller says no.
- Set Discounts: We will train your agents to recognize the optimal timing for offering set discounts to corporate, association, and other clients, in order to maximize revenue.
- Discretionary Discounts. Do your agents have the ability to negotiate? We will review best sales practices when determining pricing.
- Loyalty: Do you offer special deals for members? When presented correctly, this influential value addition can turn a no into a yes.
- Flexibility: Are your callers flexible with their plans? They might be if they have pricing concerns. Let's talk about offering a price incentive.
- Educating: Do your callers have a clear understanding of your hotel, area, or seasonal pricing? We will discuss how to present a clear pricing picture.
Sold Out Dates
"We are sold out!" If you are sold out of rooms or dates, you have done a great job, but that shouldn't be the statement you present to potential reservation calls. In this module, we will review how to present alternatives and encourage flexibility around your sold-out dates.
Minimum Length Of Stay
When you implement a minimum length of stay, do you inform guests that you are fully booked if they do not meet the minimum requirement? Instead of limiting your callers, it would be better to provide them with options and explanations as to why having a minimum length of stay is beneficial for our customers. Equip your team with the right, positive language to encourage acceptance of our minimum lengths of stay.
Oversupporting.
When your caller says no, do you offer too many options to turn it around? Oversupporting can turn off a caller and create an air of desperation. Let's review how not to oversupport.
Promoting Packages
How can we effectively sell hotel packages and promotions to customers who may initially be hesitant.
Explaining Price Increases
Has your pricing increased recently, and your caller is questioning why? In this module, we will review concepts on how to explain changes in pricing.
Support Recommendations
If you feel uncomfortable about pushing too hard when overcoming resistance, frame your conversation as a recommendation to soften the impact.
Cross-selling IMPRESS
When a call doesn’t work out for your location, why make your sister location start again with a caller? Use your IMPRESS sales skills and sell your sister location. Keep that cash in the family.
Responding to Questions
If the caller is still asking questions after you deliver the pricing and options, there is still hope for a yes. Let's connect their questions back to their needs you uncovered when qualifying.
Comparing to the Competition
Are your guests comparing your hotel to others? Let's address their concerns.
- Apples to Apples. Ensure your guests compare your hotel to another in your category. Don't go negative. Let's discuss the positive aspects to highlight.
- The competition is cheaper. What should you do when your competitors are offering lower prices than you?
- The Perks. Promote tripadvisor.com ratings, awards or location perks guests will not get from the competition.
Matching Online Rates
Do you really want to pay commission to online travel agents? In this reservations training module, we will discuss the benefits of encouraging a guest to book directly with your hotel.
- Verifying Rates. We will review how to verify the rates your guests may see online, including members-only rates.
- Direct Perks. Learn how to effectively communicate and endorse the advantages of confirming directly instead of relying on a third party booking sites.
We have an entire course on recapturing OTA reservations.
The Power of Simple Considerations
Sometimes, a 'no' or 'maybe' can be turned into a 'yes' by reminding your guest of some simple considerations. This can significantly improve the guest experience and the hotel's revenue.
- Availability. How can you present possible limitations on rooms, rates, and hotel-wide options and connect this back to a yes?
- The Value of the Cancellation Policy. While there are no obligations, there are numerous benefits to confirming a reservation with the option to cancel. Let's explore how this policy aligns with the guest's needs and can lead to a 'yes.'
- Website. Is your website optimized to drive sales, or are you not harnessing its full potential? Simply telling people to 'visit our website' is not enough. Search engines and your competitors can hinder your success. Let's talk about it!
Cancellation IMPRESS
Not all callers call to confirm their reservations; some need to cancel. Is there a way to retain some of these calls without resorting to overly pushy sales tactics? Absolutely! In this reservations training module, you will learn valuable tools and techniques for potentially retaining reservations.
Reap the benefits of proactive training
Why Custom Training from Oculus is the Best Option.
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