| Customized Training Programs
And Services For The Hotel And Resort Industries
We offer customized training for individual properties as well as corporate-wide training programs. Each program is designed to give the attendees feedback on current performance along with specific suggestions for improvement based on corporate and industry guidelines. Our training program options can be found in the "about us" menu option. In addition, each individual is evaluated from the customer's perspective, which allows you to tie improvements to customer satisfaction survey results. Hands-on-training and a secret shopper program is offered for the following departments: PBX, Front Desk, Guest Response, Concierge, Room Service Training- The Telepicting training is customized for the attendants. (Go back to our home page for course description). The focus during the 4-hour training session is to help the attendants understand how a customer pictures the hotel based on his/her voice and attitude. A lot of time is spent in working on each individual's voice and the wording used to assist a guest. Each attendee will develop skills to quickly assess a customer's needs and provide concise information or assistance so the customer receives excellent service without it being time consuming for everyone. It's a fast paced and thought provoking session. Secret Shopper Program- Once the foundation is laid through the training program, we recommend routine test calls to monitor performance and continue skill development. This can be done each month or quarterly. You may choose to have the conversations recorded along with the written evaluation. Results may be obtained through our web site or mailed to you directly. Samples available upon request. Reservations Training- The Telepicting training is customized for the agents. (Go back to our home page for course description). The focus during the 4-hour training session is to help the agents understand how a customer pictures the hotel based on his/her voice and attitude, and overall presentation. In addition we work diligently on hotel or resort's technical requirements such as assuming the sale, benefit-featuring the hotel and cross selling. We also offer specific 90 minute training sessions on closing on the sale and/or cross selling. Secret Shopper Program- We offer an outstanding program that has a proven track record for accuracy, developing agent's skills and increasing closure on sales and cross selling. Go back the home page and try our demo. Sales/Catering Assistants Training- The Telepicting training is customized for the assistants. (Go back to our home page for course description). The focus during the 4-hour training session is to help the assistants develop a positive and organized presentation to handle inquiries efficiently and handle customer questions properly. Secret Shopper Program- Once the foundation is laid through the training program, we recommend routine test calls to monitor performance and continue skill development. This can be done each month or quarterly. You may choose to have the conversations recorded along with the written evaluation. Results may be obtained through our web site or mailed to you directly. Samples available upon request. Sales/Catering Managers Training- The Telepicting training is customized for managers. (Go back to our home page for course description). Each attendee receives a Telepicting Voice Profile giving feedback on voice, attitude and over all sales skills using your hotel or resort's criterion. The class is customized to work on specific issues such as handling difficult customers, closing on the sale and creative meeting suggestions. Secret Shopper Program- Once the foundation is laid through the training program, we recommend routine test calls to monitor performance and continue skill development. This can be done each month or quarterly. You may choose to have the conversations recorded along with the written evaluation. Results may be obtained through our web site or mailed to you directly. Samples available upon request. Try the demo on the home page. Event Managers Training- This class is designed to present strategies to handle difficult situations and prevent conflict. Does your voice show nervousness as you try to inform your customer he/she needs to pay for canceling an event? Does your wording confuse your customer as you try to explain charges on the billing? When you call to complete a post event critique are you at a loss for words when the comments are negative? Each attendee will receive a Telepicting Voice Profile detailing the impression a customer may receive of him/her based on voice quality, attitude and wording. In addition, we will role-play some of the more challenging situations we face as Event Managers to give each person an opportunity to evaluate his/her performance, to discuss the scenarios with other Event Managers, and to develop a game plan for the future. Some of our customer's include: Testimonial Dee Elliot |