Hotel Training Programs- IMPRESS™ Your Customer

Make room for training.

Running a hotel is not an easy task. With turnovers, a competitive markeplace and high customer expectations, hotels have a lot on their plate and we aren't talking about a buffet! An Oculus customer service training and mystery shopping program for hotels can help you bring your team from sales to reservations up to speed on what needs to get done to convert more reservations, upsell your rooms and sell more in-room dining. From concierge to housekeeping, we have programs that can bring your hotel to a level that your competition can only dream of reaching.

Session Delivery Options

	Live with Trainer		Training Portal
	Webinar		24/7
	Multiple Days		Phone Tutors

Learning Objective: Our interactive sessions will take your hotel to the next level of customer service, away from providing service and towards creating experiences that leave lasting IMPRESS™ions. The program will allow hotel team members to "WOW" customers while generating additional revenue through increased sales.

This program can be customized to meet your needs.

Interested in Hotel Mystery Shopping?

We can organize a free trial of our call quality telephone secret shops to your location. Click to find out more about hotel mystery shopping.

Learning is a continous path that we need to be on, and this is especially true within a hotel environment. With increased product within an already saturated marketplace, higher customer expectations and the drive to provide a flawless experience, hotel customer training programs have to train your staff to "WOW" your guests in every possible way. This is where a program from Oculus can help you!

Oculus customers typically rank among the top 10 on review sites like tripadvisor.com with over 80% of our clients ranking in the top 3. Customers are talking about Oculus client's customer service because it goes above and beyond. Want to be at the top of your competitive set? We can help you. Through ongoing customer service training programs combined with the feedback from in-person and telephone mystery shop calls, we can help you guide your team to service perfection. Your customers will be writing rave reviews.

Our signature IMPRESS™ the GUEST training program will help your team members understand:

Why high customer service standards are required for the survival of the hotel.
How a customer will think and what their expectations are when staying at a hotel.
How different customers react differently to the same situation.
How to personally connect with all guests in a way they find appealing, and why this is important.

Some of the program customizations can include the following:

5 Star Customer Service Training	Are you a 5-star hotel or want to provide five-star service? We have a program that can help you deliver the service that you need to achieve this milestone. Our program incorporates the component requirments of hotel rating evaluators. Hotel Training Quote
Complaint & Request Management Training	Sometimes things don't always go has planned but if you know how to manage complaints and requests in the right way, they won't be a problem. Train your team to encourage your guests to provide feedback in person before posting reviews on reputation damaging review sites. Complaint Training Information
Customer Service Training (Hotel-Wide)	Want to put your entire team on the same page? Hotel-wide customer service training will help ensure that your team knows what is expected of them and the other departments that they work with. This team building and customer service standard setting will help set goals and move your team forward. Customer Service Information
Dining Room/ In-Room Dining Training	The dining room might have the nuances associated with serving in place but what about their selling and customer service? Running a dining room within a hotel environment is different from just a restuarant and servers are responsible for more than just satisfying tastebuds. Teach your serving staff to be apart of the hotel team and have guests coming. They won't eat unless they come to stay! Dining Room Training Information
Front Office/ Guest Services Training	Checking in and checking out is just the tip of the iceburg. Learn the skills to upsell, follow up, welcome your customers and ensure that every possible opportunity for service recovery is met. Train your front office and guest services teams to provide better service while encourage longer stays, upselling and return customers. Request Information
Housekeeping & Maintenance Training	We can train your housekeeping team to clean properly with one of our onsite quality inspections but what about the type of guest interactions they provide? Train your housekeeping and maintenance team to proactively provide customer support to keep your customers returning. Request Information
Sales Training	Keep your team current with the latest sales techniques and systems support. All of our sales training programs are designed with you in mind and allow for complete customization. Using the results from our ongoing mystery shopping, we can target the static and weaker areas of your sales practices. Some popular sales training support programs include: Using Salesforce in your sales process Generating leads from your website, Facebook, Twitter and more Sales Training Information
Social Media Training	You are either in or you're out. These days, you have to be "in" the mood for social media or you will be left behind. An Oculus training program can teach your team how to properly use social media sites to your advantage to promote your hotel from reservations to sales. Social Media Information
Reservations Training	Once the phone rings you have one chance to convert the incoming inquiry call into a reservation sale. Are your conversion rates where they should be? Are you capturing a high percentage of your market share? An Oculus reservations sales training program can convert more reservations. Reservations Training Information

Oculus hotel training is an innovative and fully customizable customer service and sales training program to help increase your hotel's bottom line! We know it works; customers have been switching from other training providers to Oculus, so what are you waiting for?

Learning techniques for this module can include:

	Breakout Groups		Group Discussion
	Live Examples		Live Practice
	Practical Examples		Pre-Recorded Examples
	Problem Solving		Role-Play
	Slides & Videos		Worksheets

Walk-Away Skills
What will your staff walk out the door with?

The ability to personally connect with your customers.
How to provide exceptional service within a time limit and in accordance to hotel SOP's.
Advanced upselling skills.
Advanced complaint management skills
The ability to establish rapport with customers to encourage their return stay.
The ability to work together as a team to deliver consistent service.
The ability to analyse the competition to ensure competitive service is being delievered.

Who Should Attend Oculus Hotel Customer Service Training?

All hotel departments & staff including:
Banquets, Bell Staff, Breakfast Attendants, Concierge, Dining Room, Directors, Front Desk, Front Office Managers, Guest Service Managers, Guest Services, Housekeeping, Human Resources, In-Room Dining, Maintenance, Managers, Marketing, Reservations, Revenue Managers, Sales, Servers, Supervisors, Switchboard, Turn-Down, Valet

Some of the matching Oculus services for this program include:

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