How do you rate among your prospective Guests?
When the phone rings at your hotel, it could be a potential guest wondering why they should stay with you. Unless your hotel is more convenient and affordable than the competition, the way your employees interact with guests on the phone has a huge impact on occupancy, ADR, and RevPAR.
HES Hotel Star hospitality training program starts with an energetic, fun-filled training event taught by our experienced team of hotel sales training professionals. The program provides employees with the skills and confidence necessary to discover the needs of each caller, build value in your hotel, and convert more inquiries into reservations.
HES Hotel Star series is more than a hospitality training event - it's a turnkey system that helps you quickly and permanently change management strategies and employee behavior to create lasting improvements in customer delight, conversion rates, and RevPar. How do we do this?
- We start with a thorough assessment and tailor the hospitality training program to meet your specific needs
- We conduct a dynamic front desk and hotel customer service training event that helps your team master legendary sales and service skills
- We support skill development with ongoing coaching and hotel mystery shopping
- We provide web-based management reports to measure the effectiveness of the hospitality training program with the purpose of motivating employees and driving performance
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Components of HES Hotel Star Training Program |
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HES training program offers 1 and 2-day initial training events depending on hotel/staff size, and other factors. All hotel customer service training is conducted on-site for up to 18 participants and includes the following topics and activities:
- Pre-training hotel mystery shop
- Hospitality training that includes explaining to employees why this training is important for them and for your hotel - we call this getting buy-in
- Hospitality training on HES's "Winning Formula" of guest service and sales
- Extensive role playing to get comfortable with new skills before using them to ensure customer delight
- Ongoing measurement of employee performance through post training hotel mystery shops
- Post-training coaching calls giving employees a chance to practice their new skills
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Reinforcing Our Hospitality Training |
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All HES hospitality training programs support ongoing skill development with a comprehensive, post-training reinforcement plan that includes:
- On-site revisits by a HES regional trainer throughout the year
- Routine hotel mystery shopping calls to assess the progression of employee skills following training programs
- Immediate access to written assessments, and recorded hotel mystery shopping calls via our unique reporting system
- Unlimited coaching calls to continue developing employee sales skills
Our Training Programs are tailored just for your property's size and needs