Hotel Reservation Training

KTN’s core hotel reservations sales training program is entitled Hotel Reservations QUEST.

When it comes to information, the balance of power has shifted to the caller’s side of the equation. In the past most had very little information from a brochure, directory, or guide book unless they had visited before. That’s why back then front desk and hotel reservations sales agents were trained to find out if the caller was familiar with the hotel, and to find out the primary purpose of the trip.  Then, based on a “business” or “leisure” scenario, agents were trained to offer first time callers what we would today call a “30 second commercial” or “elevator speech.”

Now with all of the information available online, today’s callers have done extensive research prior to dialing. What they don’t want to hear is a scripted list of basic features. Instead, in KTN’s contemporary new hotel reservation sales training agents learn a new process of Investigative QUESTioning to “unmask” the callers “story” and to determine where they are in their decision making process.  The program then uses the Hotel Value Pyramid as a model to explain where to start building value based on the caller’s existing knowledge. 

This on-site reservations training program is available in both a full-day and half-day format.  That full-day is ideal where scheduling permits as it allows more time for activities and exercises.  The half-day format is repeated to allow for phone coverage and is therefore easier to schedule.  All KTN hotel training workshops are highly interactive; participants are regularly engaged in training games, team activities, role playing, and group exercises. 

Click here for the Hotel Reservations QUEST workshop outline.

In addition to the traditional, on-site training option, the hotel reservation sales training program is also available on DVD and as a packaged Workshop Trainer's Guide for those looking for a train-the-trainer format. For clients seeking remote online learning options, which are ideal for those with fewer staff to be trained or for those looking for ongoing training as new staff is onboarded, KTN offers a private, three-part webinar series delivered just for your reservations or front desk team.  

For first time clients, KTN trainers arrive prior to training for an introductory - familiarization meeting. We offer advice about measuring results of the hotel reservations training and how to set-up staff recognition or incentives for ongoing hotel training reinforcement as part of the installation of this program.  Advanced-level follow-up training workshops and individual agent coaching is also available for clients looking for ongoing support. Contact KTN for pricing and other details.

As with all KTN hotel training workshops, the content is customized for the needs of the client hotel or lodging company based on their market segment, property type, revenue strategies, brand or company philosophies, and any unique operational needs.

Advanced Reservations Sales Skills

Due to the advances in revenue management philosophies, processes and technology systems, quoting rates and explaining various restrictions has become more challenging than ever before. At the same time, today’s callers are more savvy and better informed due to all of the transparent information they have accessible online as a result of changes in distribution. Therefore, today’s agents are required to convey the most complex rate structures and availability restrictions in the history of lodging to the most educated callers our industry has ever had. Building on the concepts presented in KTN’s Hotel Reservations QUEST Training as a foundation, Advance Reservations Sales Techniques provides practical, easy to use tactics that apply every day in real-world calls. First, during a pre-training conference call, KTN becomes familiar with the rate and revenue management strategies in place at the client’s hotel or company. Then, the content is customized so that only the tactics that apply are covered; any changes needed to accommodate unique revenue tactics are made in advance. Click here for an outline of Advanced Reservations Sales Skills

Click here for the Advanced Reservations Sales workshop outline.


Strategies For Reservations Sales Success Via Email and Click-To-Chat

This engaging and interactive workshop presents practical tactics and simple ways to personalize your responses to email (and chat) inquiries and make them stand-out from your competitors. It is ideal for lodging companies that frequently receive reservations inquiries via email, whether from their own website or from third party listing services. If your lodging company recognizes that the email in-box is essentially its own distribution channel, and if you are looking to move beyond using impersonal template responses, then this is an essential training opportunity for your team. (The content also addresses click-to-chat if it is being used.)

This engaging and “hands on the keys” workshop presents practical tactics and simple ways personalize your responses to electronic inquiries with authentic messaging that engages the sender. Participants learn going beyond the “website search support” approach used by too many other companies. Rather than simply answering the sender’s question and responding with available accommodations and rates, participants learn to use descriptions that allure and entice and to recommend, suggest, and endorse the available options. After gaining exposure to these new approaches, participants then practice writing responses to real-world inquires selected in advance by your trainer, which are then critiqued by the group.

Click here for the Strategies For Reservations Sales Success Via Email and Click-To-Chat workshop outline.



Links to Doug’s hotel training articles relevant to this program:

Who ARE Today’s Callers and Why DO They Still Call? (HSMAI San Diego Chapter Intervew)

Making The Most Of Voice Channels For Direct Bookings

Trends In Reservations Inquiry Call Volumes: Is There More To The Numbers?

7 Trainer Tips For Reservations Sales Success

How Did The Bartell Hotels’ Call Center Capture 7% More Revenue From 11% Fewer Calls?

“Why Do Our Rates Higher In Busy Season? We Discount When It’s Slower!”

Advanced Reservations Sales Skills Required For Quoting Today’s Complex Rates and Restrictions

Is Your Hotel Renting Rooms Or Selling Experiences

Ignore Your Voice Channel At Your Own Peril

What Is The Most Important Question Your Reservations Sales Agents Should Ask?

The Potential Additional Revenue From A Daily Quest For Just One More Booking

Are You Ready To Start Your Hotel Reservations QUEST

Is Yours “Just” A Hotel? 

Besides Training: How To Maximize Hotel Reservations Conversions