Painting the picture- learning session for reservations

Painting the Picture Learning session for reservations

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.

Tuning in

Painting the picture

Identifying Needs

Selling the right room

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?...

TUNING IN What is the impact?

Builds connection shows genuine interest you learn about the guest

TUNING IN How to responding appropriately

Red  Appreciates quick interactions, efficiency Yellow  Seeks guidance, advice, recommendations Green  Open to longer interactions, more engaged

IDENTIFY NEEDS How do we discover individual guests needs?

Familiar with the room options? Purpose of visit?

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

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

PRACTICE LISTING OUT

ROOM ADVANTAGES + GUEST BENEFITS

FOR EACH ROOM TYPE

WHAT DOES THE GUEST NEED TO KNOW BEFORE CHOOSING THE ROOM? ROOM ADVANTAGES Size Price Differences

When describing two room options to a guest we should highlight the DIFFERENCES

DIFFERENT ADVANTAGES + BENEFITS

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

SALES ROOM TOUR

Daniela Clarino, Director of Business Development (Travel Industry)

New Colleague Orientation Program

What descriptive words did You hear?