DIRECTORS OF COMMERCIAL ROLES
Ask them the following three questions: 1. What are the L&D priorities / needs in your hotel in 2019?
Programs to develop Sales Technique skills for Sales team "Three areas predominantly :1. Grooming Standards & Etiquette (Reiteration and its importance at guest touch points)2. Back to Basics - Sequence of Service (F&B, FO & HK)3. Language learning (English) for front line colleagues4. More Cross-exposure opportunities within the hotel as well across properties in the region for colleagues at all levels." IDEAS session for Sales team, TSA up-selling for reservations, Revenue Management for sales , Excel training for sales L&D priorities need to be given for new starters in S&M department. They can be involved in S&M training abroad regarding Selling tools etc. Brand awareness and brand standards "Sales efficiency and productivityNegotiating skills" customer centric selling techniques / reservations related / revenue optimization Service and customer oriented programs Focused , need based sessions linking directly to core issues. Eg: Trust you comments etc. Going one step forward and focusing on a bit of behavioral science helps understanding guest nature, requirements etc. Upselling hotel features "1) Accurate and consistent product knowledge2) USP ambassadors3) Departmental interactions in order to get to know more about the current and future practices of the department4) Sharing the success stories of the Hotel" Delphi & Cvent Looking at upskilling the team to work at a more regional level with Shangri-La Paris and understand how the current team on property can learn from the new formed regional team
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