World Trade Center Cyprus - Riyadh, Saudi Arabia

By the end of the training program, participants will be able to:

Provide legendary service at every guest encounter
Converse with guests in a hospitable and professional way
Improve intra and inter-departmental communications
Maintain higher rates and offer alternatives
Recognize how their action and behaviour affects the guest experience
Enhance teamwork between departments that together formulate a specific guest experience
Demonstrate a consistency in service delivery
Ask for business at the right time and way
Handle efficiently challenging situations and overcome concerns
Convert satisfied guests into loyal guests

Learn:

• How to approach clients by both taking and making sales calls
• Techniques used to receive information from clients
• How to assess if the client is the “right match” for your company
• How to present benefits by fulfilling both emotional and logical needs
• How to shift conversations to avoid presenting rates too soon
in the sales process
• How to verify information to ensure understanding and advance the sale
• How to respond to clients’ objections
• How to gain commitment from clients to advance the sale.

By the end of the training program, participants will be able to:
Recognize how their contribution can maximize revenues by offering legendary service
Convert telephone inquiries into business using Signature’s proven technique
Increase revenue by up and cross selling to current and new clients
Improve customer loyalty by creating legendary experiences
Convert more inquiries to appointments
Deliver and maintain high service levels clients expect
Ensure consistency, accountability and continued development

Trained team of Mystery Shoppers
Recorded Telephone Mystery Shopping and/or Onsite Mystery Visits
Identify your weaknesses and evaluate operational efficiencies

Identify your strengths for recognition and rewarding

The foremost provider of Arabic/English & French Mystery Telephone Calls
in the MENA regions

Help to improve all areas of touch points with customers through Onsite
Visits with quality audit reports

Benchmarking & Competitor Analysis

With Food and Beverage Revenue Ambassador you will learn to:

• Sell through suggestion of choices
• Deliver exceptional value to today’s demanding customer
• Be sales people and not order takers
• Build rapport with customers
• Know menu items and the consequences of not knowing
• Deal effectively with customer complaints and problems.

Real Estate Edge will teach techniques to:

• Ask for the business, overcome objections and make the sale
• Connect with prospective clients and increase revenues
• Convert an inquiry call into an appointment
• Identify ways that a company can benefit from providing Legendary
Customer Service
• Explore ways to connect with prospective clients and make a lasting impression
• Discover a prospective client’s interests, so as to meet their needs.

We will teach your guest representatives a magic formula for handing reservation inquiries, improving guest experiences and selling more rooms. The participants gain the skills, confidence and attitude to perform to their best ability. Through on going coaching and mystery shopping, they learn to integrate these new skills in the daily routine.

How Will They Do This?
We start with a thorough assessment and tailor the programme to your needs
We conduct a dynamic and engaging on-site mystery training event
We support skill development with on going coaching and Mystery Shopping
We provide web-based management reports that help you drive performance

Through a variety of techniques, including role-playing, employees will learn when, how and why to:
Establish rapport with potential clients
Identify caller needs
List the hotel's benefits that create value
Build value before quoting rates
Convert telephone inquiries into business using Signature's proven technique
Increase revenue by cross selling
Maximize revenue by offering legendary service