This workshop is suitable for front desk, reservations agents and others that answer calls and take bookings. The program is highly interactive and will allow participants to put the skills to use right in the workshop.
Participants will have a chance to assess other reservation calls and then adapt the content to their own scenario. They will also have an opportunity to try on the content in the workshop.
The session will focus on:
- Creating a positive first impression
- Communication Styles
- Guiding the Customer
- Understanding the Product and Offering
- Handling Objections
- Moving the client from Shopping to Buying
Meet Your Facilitator
Eva Gutsche founder of STEM brings a wide range of experience and expertise to the organization. A solid background in Management and Sales allows for a practical hands-on approach to be applied to the various programs.
Eva has been faclitating for over ten years working to improve effectiveness with Leadership Teams, Sales departments and the front line customer experience.
Eva has a MBA from Simon Fraser University in Vancouver, a diploma in Hospitality Administration and Services from Centennial College, Toronto and a program completion from Cornell University in Leadership and Revenue Managment.
Eva is fully accredited as a Licensed Practitioner with
Insights (Discovery, Team Effectiveness and Sales Effectiveness) and with
Lumina (Lumina Spark, Lumina Leader and Lumina Sales).
Eva is also a Licensed EQAT trainer for the Canadian Tourism Commission.
