Regal Hospitality Group has a cost-efficient and effective method of educating departmental management and line associates through a full spectrum of Hospitality Training modules. These modules can be implemented together as a complete training program or conducted separately to concentrate on specific department training needs.
We recognize how important individualized and group front line training is and how it needs to be customized to ensure relevancy of its effects on the expectation of customer service. Our training modules are developed with this in mind and incorporate industry standards as well as operational core values and objectives. They emphasize better techniques for listening to the guest, product knowledge, and staff enthusiasm, which are key to improving current performance and service standards.
Customized Program Design
Depending on your training needs, the size and location of your workforce and the amount of employees you are training, we will modify or create training programs based on the following educational modules.
- Motivation & Team Building
- Train The Trainer
- Anticipating Guest Needs
- Front Line the Front Office
- Telephone Skills
- Bell Service Skills
- Its My Room, Housekeeping Guest Room & Guest Bathroom
- House Person & the Public Spaces
- Food & Beverage Service Skills
- Sales Training Food Service
- Room Service Satisfaction
Hotel Reservation Evaluation
Regal Hospitality Group has developed the Hotel Reservation Evaluation Program so we can provide our clients with the answers to several important questions:
Is your reservation staff determining the potential guest’s needs?
Is your reservation staff selling the hotel’s benefits and amenities?
Is your reservations staff quoting “rack rates†first before offering discounts?
Is your reservations staff asking for the sale?
Since your reservations department has a direct effect on your hotel’s REVPAR and ADR , it is crucial that hotel management know exactly how well their reservations staff is performing. Unnecessary discounting or lack of closing skills can account for hundreds of thousands of dollars annually in lost revenues.
The Program
The Hotel Reservation Evaluation Program evaluates your in-house reservations agents in such areas as:
Initial telephone contact
Ascertaining customer needs
Selling the amenities and benefits of your hotel
Quoting of rates from top to bottom tier
Closing skills of the sales agent
Many of our clients choose to have their reservations departments evaluated on a monthly basis. This allows the hotel’s management to define strengths and weaknesses in their reservations department and allows for corrective training to maximize revenues for the hotel.
Regal Hospitality Group’s Food and Beverage Consulting Services is designed to answer the following questions for the hotel management team.
How are the associates really treating the hotel guests?
Are the hotel’s operational standards being complied with?
Are my associates following our company policies?
Are the associates properly handling company funds?
Is the service, quality and cleanliness to prescribed standards?
Knowing the answers to these questions is critical for hotel management because it determines the level of honesty displayed by the associates. It also determines the true experience that the guest has while visiting your hotel’s food & beverage facilities.
Program Design
As a Hotel Operator or Food Service Management Professional you may find that your true needs are to monitor your food and beverage outlets to determine if your associates are honest and are properly handling your company’s cash and products. Our programs assist in this and aids in your food and beverage process management.
This Food & Beverage Quality Assessment is available at a reasonable cost to you so that multiple audits can be conducted on a regular frequency
The Group Sales and Catering Sales Evaluation Program evaluates your sales and catering sales associates in such areas as initial telephone contact, ascertaining customer needs, qualifying the customer, timeline of receipt of sales materials, quality of sales materials, follow up with the customer and the closing skills of the sales agent. Many of our clients choose to have their sales and catering operations evaluated on a monthly or bi-monthly basis. This allows the hotel’s management to define strengths and weaknesses in their sales and catering departments and allows for corrective training.
We also can provide insight to how your competition’s sales agents perform and provide you with their rates, amenities and benefits. This helps you gain a competitive advantage.
Regal Hospitality Group’s Quality Assurance Evaluation program is designed to answer the following questions for the hotel management team.
How are our associates really treating the hotel guests?
Are the hotel’s operational standards being complied with?
Are the associates following our company policies?
Knowing the answers to these questions is critical for hotel management team because it determines the real level of quality and service that your hotel guests are experiencing which is a direct reflection of customer loyalty
07-14-2008
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