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Reservations 101 Communication is Key GEM Training Module
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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
