|
|
Janie Wiltshire --- Solutions
Inncrease® is a Front Office Training Program customized for the Hotel
Business. The key competencies trained include:
- How to answer the phone
- What are the major responsibilities of a desk clerk?
- How to politely put a caller on hold
- How to transfer a call
- How to answer in-house extensions
- The best way to take phone messages properly
- Three steps to guest service
- Learn active listening skills
- The single most valuable commodity today...your time
- How to thank a guest
- Words that aggravate a guest
- Words that are powerful and persuasive
- How to handle guest problems
- Learning your properties Top Accounts
- The specific needs and rates of your Top Accounts
- How to take sales department messages
- How to field an incoming inquiry
- Quoting rates that a customer will buy
- How to perfect fill
- How to know if all your reservations are going to show
- What to say when you must walk a guest
- Yield management and the Desk Clerk
- Understanding the Big Picture on quoting rates and denials
- The Demand Calender
- How to WOW a guest
- How to create customers for life
Created with the Desk Clerk mentality in mind, Inncrease® will change the way
your front desk sells and serves. Inncrease is designed to be implemented at the
property level with minimum expense and time. The program is taught to Front
Desk Staff in 2-3 segments at the property level. The General Manager is
certified to teach the program and indoctrinates it competencies daily on the
property. When practiced consistently, the techniques taught in Inncrease will
increase employee performance and morale, customer loyalty, and ownership
profits.
|
|
|
