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
This workshop will be lead by Lucy Dias. Lucy is a facilitator and course developer at
STEM Consulting & Marketing Inc. Lucy’s key areas of focus are customized learning and development programs for the hospitality and tourism industries to help improve overall communication effectiveness, business top lines and bottom lines. Her professional career spans more than 20 years of hospitality industry experience including Director of Sales Training and Development and National Sales for Delta Hotels and Resorts and Global Sales for Starwood Hotels. During this time, she developed a reputation as a leader in motivating and leveraging talent to drive improved business performance with excellence.
