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In addition, HSN provides on-site hotel/resort sales and customer service training to trainers and front line points-of-sale agents. The training sessions are four hours per visit and provide training toward the practical usage of the four steps of sales – opening, probing, supporting and closing. Various hotel/resort scenarios are worked through in the training so all Sales Agents are comfortable with how to implement the program skill sets immediately with REVENUE CAPTURING RESULTS.
If HSN customers prefer to conduct their own in-house training, the HSN staff supports this direction with training materials, over-the-telephone trainer coaching, and “after the shop coaching” to the Sales Agent. HSN’s research shows that on the spot, one-minute-management of the program produces the best results.
HSN provides hotel/resort front office and sales department mystery shopping. The number of shop calls in a month desired by the hotel/resort is established. The hotel/resort management also establishes the number of calls to be made to the A shift, the B shift, and the C shift of their hotel/resort front desk. Those calls then are placed systematically throughout the month to different agents. HSN then relays the information to the hotel/resort’s management via email.
HSN also provides onsite, in-person mobil based mystery shops. The number of onsite visits can be done monthly or quarterly as desired by the hotel/resort. HSN then relays the information to the hotel/resort’s management via email. The information can include a detailed scoring report, written transcription of the shop and pictures.
Visit our Services page to learn more about our hotel mystery shopping and hotel sales/customer service training services, or Contact Us today to get started.