Maximising Profitable Business From Accommodation Enquiries

Transcription

1 Maximising Profitable Business From Accommodation Enquiries This is a highly dynamic and interactive workshop, specifically designed to help reservation sales people convert more business from their enquiries and make more money through effective up-selling

2 Programme This is a highly motivational and participative programme, designed for people who are responsible for converting accommodation telephone enquiries into confirmed business. The programme is tailored to meet your specific business objectives and the individual development needs of the participants. With more and more bedroom bookings being made on-line and via , reservationists are under real pressure to add value to the customer experience. However, the ability of people to convert telephone accommodation enquiries still remains critical to the success of the business, generating significant revenue and vital profit. This programme is designed to help reservationists at all levels to deliver exactly that! On this programme we use the Maxima ONESTOP framework to provide your reservations team with the freedom to focus on the customer, and to provide the flexibility to use their initiative to differentiate their proposal in a competitive market place. In other words, we help people to think for themselves rather than to just rely on a rigid process. The programme is designed to enable people to learn by doing, and features a range of exercises and opportunities for the team to practice and get feedback from the tutor and each other. We provide a comprehensive set of training notes, in the form of a personalised workbook that also encourages the participants to take their own supporting notes. Maxima believe that training should be enjoyable, focused, practical and results driven! This programme will yield immediate results! Words are words, promises are promises, Only performance is reality. Harold Geenen Your reservations team directly influence your success, surely you want them to perform at their best? 1

3 Aims, objectives, Aim of the programme To equip your team with the skills, techniques and best practice tools and up-selling techniques to secure more occupancy for your business at better rates. Programme objectives By the end of this workshop ees will be able to: Identify real customer needs and requirements Use effective techniques to differentiate themselves and up-sell Improve their conversion, average rate and Revpar Programme This programme is highly motivational, interactive and results focused. Real life examples and experience are used to enable participants to easily translate training into the workplace. Key subjects covered are: Client and agent motivations How to differentiate yourself from your competitors The reality of the marketplace and who has control The power of availability should you choose to use it The Maxima 'ONESTOP' enquiry structure Opening the call positively and listening intuitively Understanding real client s needs - question techniques Effective up-selling techniques Summarising effectively Turning them on to price and package Overcoming concerns Closing effectively Securing more positive commitment If you always do what you always did, you always get what you always got. Tom Peters 2

4 Programme James Lee (Director) James has been on both sides of the enquiry handling process, having worked with hotels and different venues for the last 21 years. James has experience of taking enquiries, managing teams that take enquiries and developing structures and processes for taking enquiries. James has worked with agents and venues alike, and understands the way modern companies sell and manage the sales process. More importantly, James has helped many of his clients improve their revenues from enquiry conversion, through confident application of the structure and techniques demonstrated during this programme. James is a qualified trainer through the Chartered Institute of Personnel and Development and makes sure that the workshops are focused but fun. How much of your business starts out as an enquiry? We understand just how important this aspect of your business is! Comments from recent ees of this programme I thought I knew what I was doing but had not seen the customer perspective James got me thinking differently I liked the way the course was balanced. It was fun but focused and offered lots of things to take back to my hotel I now understand the value that I bring both to my hotel but also our clients and I am confident I can add more I think everyone in reservations should do this course once a year it throws up so many ideas 3 James Lee

5 Who should This programme is beneficial for anyone who handles accommodation enquiries. It is also useful for the supervisors and the managers of teams who take these enquiries: Reservations staff at all levels Other staff that handle accommodation bookings such as reception Managers who want to develop their enquiry handling process and structure One of the bi-products of this programme could be the revolution of your enquiry process. More and more venues are participating in industry benchmarking systems that generalise standards and remove intuition from the process. More importantly because many staff can detect the timing and style of these test calls they do not get measured on their real behaviour but the hybridised behaviour reserved for these calls. We believe that if you allow your team the freedom to work with each client, whilst providing them with a commercial structure for their enquiry handling, you will see your conversion and profit thrive! You have one team taking your reservations, why not make them the best! 4

6 Investment This programme is highly tailored to your business, your objective and your team. Maxima will conduct our test calls into the venue/s to establish current practices and to ascertain strengths and weaknesses. We will then agree the training objectives with you before developing, designing and delivering the training. Maxima will provide personalised workbooks for all ees and will tailor the exercises used, in order to focus on your business, keeping it relevant to your product and facilities. Once the training is complete, Maxima offer the opportunity as an optional extra to conduct more test calls into your venue/s to validate the training and to verify what has been implemented. To design, develop and deliver this highly interactive and bespoke programme for you, Maxima will require an investment of 1,750 plus travel expenses and VAT. Investment in perspective Success is the maximum utilisation of the ability you have. Zig Ziglar If we take the investment of 1,750 and we divide that by say 10 participants, this equates to an investment per person of just 175. So all a participant need do is generate an extra 175 in profit as a result of ing the programme to cover the investment. Maxima suggest that all the participants should be able to cover the cost of the investment on their first day back at their desks following the training programme. If you want to win business in todays climate you must compete for it! 5

7 For more If you would like to discuss your specific needs and or make a booking then you can do this in the following ways; Phone Rachel on Jameslee@maximatraining.com racheldm@maximatraining.com Website 6

8 Terms & 1. Payment Maxima Training & Development will invoice as per the terms set out in this proposal. Maxima Training & Development invoices are due on receipt. Maxima Training & Development will charge interest at the rate of 5% per calendar month on any outstanding amounts not paid after 30 days of the date of invoice as defined under the late Payments of Commercial Debts (Interest) Act Travel expenses Maxima Training & Development will charge travel expenses directly associated with the project. Expenses are charged if and appropriate as follows:- Car mileage 65p per mile from and returning to the base of the Maxima executive. Car parking Road tolls/congestion charging Taxi Train fare (first class) Air fare (business class) 3. Accommodation and subsistence Maxima will expect the client company to provide the above on a complimentary basis to Maxima executives, if, while they are directly employed on the project. In the event that the client is not able to provide the above on a complimentary basis, then Maxima will pay for accommodation and or subsistence and invoice the client in full. 4. Project Materials Maxima Training & Development hold the copyright for all training/consultancy materials used by them in projects. The materials provided are for the use of participants from the client company during the project and as ongoing reference material. No part of the materials or programme provided by Maxima can be copied, reproduced or used in any way by individuals or the client company without the written consent of Maxima Training & Development. 5. Cancellation/Deferrals Maxima believe that when a client confirms a project then they are committing to the project. If once a project is agreed and a client has to cancel a project or part thereof within 30 days of the commencement of the project or part thereof, then Maxima will charge in full. If a client requests to defer an agreed project within 30 days of commencement of that project and agrees to pay as per the original proposal schedule, then Maxima will agree a deferred date as long as the project takes place within a six month period following the commencement date for the original project. Maxima Training & Development enquiries@maximatraining.com Lintot Square, Fairbank Road Southwater West Sussex 7