Unlock Hidden Revenue with Every Guest Interaction

The days of simply taking bookings are over. Front office teams must excel in upselling and cross-selling to remain competitive and capture market share. Whether your guests are travelling for business or leisure, asking the right questions ensures their needs are qualified, their experience is enhanced, and revenue potential is maximised.

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Highlights from the BIG4 National Conference

One week ago, Sandra had the opportunity to speak at the BIG4 National Conference held at Sheraton Mirage on the Gold Coast. The conference was spread across 3 days where she presented as a Guest Speaker sharing insights from a Secret Shopper Project where the HA team conducted 140 reviews of parks all around Australia and talked about success stories and shared some key strategies for improvements from HA’s "10 Steps to Building a Strong Customer Service and Sales Culture in your Front Office Team." Sandra also conducted a workshop during the conference on Upselling and Cross-selling strategies to build revenue which was a huge hit, sparking lively discussions over evening drinks.

10 Steps to Building a Strong Customer Service and Sales Culture In Your Front Office

1 x Full Day Training Programs

Choose from: 20th or 21st of November 2024

Pullman Melbourne City Centre 265 Little Bourke St, Melbourne VIC 3000

Join Sandra Swatton’s full-day workshop designed to boost front office performance through:

Set for Success: Why is customer service important and how our personality shapes our roles.

1. Making a Great First Impression: Aligning personality with brand and professionalism.
2. Communication Methods: Mastering putting calls on hold and the welcome message, voice and phone techniques.
3. Building Rapport: Understanding guest personas, techniques to building rapport and conducting a secret shopper on your competitor.??
4. Identifying Customer needs: Determine their needs before they do, qualifying questions, tracking information the PMS.
5. Summarise & Check Availability: Using Active listening, loyalty programs and information in the PMS.
6. Making the Recommendation: The right rate for the right customer, offering the highest rate first, selling benefits not features.?
7. Effective Upselling & Cross-Selling: Strategies for upselling room types, cross-selling into F&B and other areas and length of stay.
8. Convert the Booking: Why front office teams dont confirm the booking.
9. Handling Objections: Overcoming hesitations and confirming bookings effectively.
10. Confirmation Process: Describe the booking using benefits, last chance to upsell.?

Download our flyer for the full details.

Early Bird: Save $300 – Book by the 4th of November!

Register Today

Let’s grow together with real-world strategies to drive long-term success.

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