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? Does your reception team benefit from hotel receptionist training?

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 I wrote for Hotel Business Magazine about this subject. It’s on my blog. I have listed my top ten tips for improving the performance of hotel receptionists in small, luxury hotels where a specialist Reservations dept. or specialist training are not options:

I tend to be a bit paranoid about the way receptionists respond to enquiries, be they by telephone or email, especially as my website management activities can generate between three and ten times the number of enquiries previously being received by client hotels. If they’re not handled properly by the reception team, it’s all a waste of time.

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