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Painting the picture- learning session for reservations
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Painting the Picture Learning session for reservations
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Every guest is unique with different preferences and expectations of Shangri- La, therefore during the reservation experience we must be able to identify our guests needs and wants to further book them in a room that is bespoke to them as an individual.
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Tuning in
Painting the picture
Identifying Needs
Selling the right room
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TUNING IN How do we create rapport with the guests? How are you?...first time?... where are you travelling from?... Who do I have the pleasure of speaking with?...
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TUNING IN What is the impact?
Builds connection shows genuine interest you learn about the guest
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TUNING IN How to responding appropriately
Red Appreciates quick interactions, efficiency Yellow Seeks guidance, advice, recommendations Green Open to longer interactions, more engaged
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IDENTIFY NEEDS How do we discover individual guests needs?
Familiar with the room options? Purpose of visit?
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Purpose of Visit- What are their needs of the room?
OCCASION
CORPORATE
-double bathroom vanity -seperate living room
-Nespresso machine -tv in bathroom -work desk
to entertain -soaker tub
GROUP
LEISURE
-spacious room -well lit and spacious work space -Ipad
-Scenic views -natural light -Loccatine amenities + robe, slippers
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WHAT FEATURES DO ALL GUEST ROOMS HAVE? Wi-Fi Complimentary Nespresso expresso / coffee machines Oversized white Italian Marble bathrooms TV embedded in mirror in bathroom Asian inspired décor Floor to ceiling windows 42 inch or larger flat LED television with HDMI Connectivity iPad dual phone lines
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PRACTICE LISTING OUT
ROOM ADVANTAGES + GUEST BENEFITS
FOR EACH ROOM TYPE
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WHAT DOES THE GUEST NEED TO KNOW BEFORE CHOOSING THE ROOM? ROOM ADVANTAGES Size Price Differences
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When describing two room options to a guest we should highlight the DIFFERENCES
DIFFERENT ADVANTAGES + BENEFITS
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WHY (IDENTIFIERS) Ms.Smith, I have two room options available for those dates that you would most certainly enjoy during your business stay with us. WHAT (1) Common room features We have a $$ One bedroom deluxe… Size
WHAT (2) We also a $ Deluxe King room.. Size (compared) DIFFERENCE?.. SO THAT?.. Advantage + benefit Advantage + benefit Price DIFFERENCE?.. SO THAT?.. Advantage + benefit Advantage + benefit Price
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WHY (IDENTIFIERS) Ms.Smith, I have two room options available for those dates that you would most certainly enjoy during your business stay with us. WHAT (1) Common room features We have a $$ One bedroom deluxe… Size
WHAT (2) We also a $ Deluxe King room.. Size (compared) DIFFERENCE?.. SO THAT?.. Advantage + benefit Advantage + benefit Price DIFFERENCE?.. SO THAT?.. Advantage + benefit Advantage + benefit Price
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SALES ROOM TOUR
Daniela Clarino, Director of Business Development (Travel Industry)
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New Colleague Orientation Program
What descriptive words did You hear?
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New Colleague Orientation Program
Tuning in
Painting the picture
Identifying Needs
Selling the right room
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Painting the Picture Learning session for reservations
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