Front Office Training for Hotels & Tourism
Elevate Customer Experience & Revenue
Ensure your front office staff excels in guest services, conversion, and upselling to create loyal, repeat customers. Our comprehensive front-of-house training equips your reception and concierge with essential skills to boost sales performance and guest satisfaction.
Benefits
- Enhanced sales confidence
- Effective up-selling and cross-selling
- Improved customer interactions
- Career growth opportunities
- Drive revenue and return on investment
We offer two ways to upskill your teams and suit your hotel’s budget
Face to Face Course
(for 2 days of content spread over 1 month. Min. 6 people)
This detailed program adapts to your hotel’s operational structure and team skills. Delivered in two full days, one day per fortnight, or four half-days, teams can apply lessons and address challenges in follow-up sessions.
We consult with the team manager during pre-training to tailor the course outline. Post-training, we provide tools, tips, and structures for long-term success, fostering a robust sales culture and effective reporting.
Live Virtual Training
(for 2 days full days of content. Min. 6 people)
This virtual course offers the comprehensive content as the face-to-face program, allowing national front office or reservations teams to join live sessions. Team members can interact and receive real-time feedback from the moderator. The course can be spread across multiple days or weeks to facilitate module implementation.
We collaborate with the team manager during pre-training to customise the course outline. After training, we equip you with tools, tips, and structures to ensure long-term success, fostering a strong sales culture and effective reporting.
The Outcomes The Attendee Will Receive
- Increased confidence in your sales ability to qualify a potential customer over the phone
- An ability to up-sell and cross-sell to increase customer nightly spend
- The ability to set goals in the right areas that will help you achieve career growth
- Confidence in telling the customer why they need to stay at your hotel
- The ability to adapt your personality style to make a lasting first impression
- The tools to handle any situation that might arise
What We Cover
- Importance of sales skills for front office staff
- Identifying and handling rate shoppers
- Impact of personality on performance
- Building phone rapport quickly
- Overcoming common sales obstacles
- Up-selling vs. cross-selling hotel benefits
- Setting and achieving hospitality career goals
- Delivering outstanding guest service
- Making a great first impression
- Identifying customer needs for upselling
- Creative selling techniques during availability checks
- Handling objections and closing sales over the phone
The front office sales training provided by HA made a massive difference to our team and we couldn’t be happier about the results! We found a big increase in the confidence of our reception staff and it helped transform them into sales people and an even bigger increase in sales results. Highly recommend!!