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
Hotel front office team standing at the reception desk

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.

FollowUp

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!! 

Chelsea Follett

Former Operations Manager, Brisbane Holiday Village

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