Train Your Receptionists to Convert Enquiries

 

‘We’ve been hit hard by the snow….bad month (December) which is a shame after 10 stonking ones!
(from client hotel, December 2010)

Imagine the difference to your bottom line of your hotel if your receptionists treated every enquiry like a hot opportunity and did their utmost to convert it. 10% increase in revenue? 20%, 30%, who knows?

Research tells us that anyone sending an email enquiry to your hotel has sent the same enquiry to at least two of your competitors. Whose response will win the business?

No matter how successful your website is or how much effort and money you are putting into other forms of marketing, if the resulting enquiries are lost by inexperienced or untrained reception staff, especially if they don’t realise they are supposed to sell the benefits of the hotel in order to secure a booking, then all that effort and money is wasted. You need to train your receptionists to convert both phone and email enquiries, especially website enquiries.

You might like to take a look at an article we wrote for Hotel Business Magazine about this subject. It’s o our blog blog and includes our top ten tips for improving the performance of hotel receptionists in small, luxury hotels where a specialist Reservations department or specialist training are not options.

At the risk of sounding a little paranoid, the response of some receptionists to enquiries, be they by telephone or email, can be very poor. If you want to ramp up the performance of your website, it’s essential the reception team convert the consequent increase in the number of enquiries. If they’re not handled properly, it’s all a waste of time.

This is why our website management services include receptionist training, inspiring receptionists to appreciate the benefits of your hotel and then to convey those benefits passionately to enquirers.

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01460 259955