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desk staff's first task is about listening. ",[],{"type":922,"text":1216,"spans":1217,"direction":932},"Listening to guests' concerns, problems, and moods is critical to providing the best possible guest experience.",[1218],{"start":1124,"end":1219,"type":1147},9,{"type":922,"text":1221,"spans":1222,"direction":932},"Of course, in the digital age, this information can be obtained on the web before guests arrive at the property. ",[],{"type":922,"text":1224,"spans":1225,"direction":932},"However, the front desk's work goes through many more stages and is able to go much deeper than what can be inferred online.",[],{"type":922,"text":1227,"spans":1228,"direction":932},"If it is not clear what your guest really wants, even the most sophisticated upselling strategy is doomed to fail miserably. ",[],{"type":922,"text":1230,"spans":1231,"direction":932},"In fact, without a real need, any proposal from your staff will be rejected.",[],{"type":922,"text":1233,"spans":1234,"direction":932},"In contrast, if you listen and know the customer's needs thoroughly, proposing an ancillary service will embellish the overall experience and enhance it in the eyes of the guest. ",[1235],{"start":1155,"end":1236,"type":1147},178,{"type":922,"text":1238,"spans":1239,"direction":932},"Truly getting to know the customer requires a reception staff that is not only accurate, polite, and organized, but can be alert, receptive, and empathetic to create a positive relationship with guests.",[],{"type":922,"text":1161,"spans":1241,"direction":932},[],{"type":1164,"text":1243,"spans":1244,"direction":932},"Set goals and priorities",[],{"type":922,"text":1246,"spans":1247,"direction":932},"Guests are not all the same: each has very different problems, tastes, and opinions, sometimes even contradictory. ",[],{"type":922,"text":1249,"spans":1250,"direction":932},"Let's say, for example, that in your spa hotel you find yourself hosting both couples and families with children around the holidays. ",[],{"type":922,"text":1252,"spans":1253,"direction":932},"Children's access to the spa may not be a good fit for couples seeking intimacy.",[],{"type":922,"text":1255,"spans":1256,"direction":932},"If your overall goal is to target families rather than couples, accommodating the former will be a priority.",[],{"type":922,"text":1258,"spans":1259,"direction":932},"Consequently, staff at the front desk need to know this so they can provide the right information to different types of guests.",[1260],{"start":1261,"end":1262,"type":1147},68,97,{"type":922,"text":1161,"spans":1264,"direction":932},[],{"type":1164,"text":1266,"spans":1267,"direction":932},"Define (and record) procedures",[],{"type":922,"text":1269,"spans":1270,"direction":932},"We have mentioned how important the skills of front desk staff are to perform well in selling and conveying the best corporate image.",[],{"type":922,"text":1272,"spans":1273,"direction":932},"However, to best express their skills requires consistent performance.",[],{"type":922,"text":1275,"spans":1276,"direction":932},"Consistency of performance is achieved through the systematic application of procedures.",[],{"type":922,"text":1278,"spans":1279,"direction":932},"Writing down the procedures to be followed according to the most common or most critical scenarios represents the most widely used methodology in the hospitality world.",[1280,1282,1285,1288],{"start":1124,"end":1281,"type":1147},7,{"start":1283,"end":1284,"type":1147},8,12,{"start":1286,"end":1287,"type":1147},13,16,{"start":926,"end":1289,"type":1147},27,{"type":922,"text":1291,"spans":1292,"direction":932},"It serves to give stability to the most complex procedures such as security, logistical and administrative coordination. ",[],{"type":922,"text":1294,"spans":1295,"direction":932},"But it also serves to make communication with guests more effective without leaving too much to chance and the sensitivity of the individual employee.",[1296],{"start":1297,"end":1298,"type":1147},22,67,{"type":922,"text":1300,"spans":1301,"direction":932},"You can write the procedures in the form of a concise handbook that only hints at solutions, or in the form of precise checklists where you can report actions and even expressions to be used with guests.",[1302,1305,1308,1310],{"start":1303,"end":1304,"type":1147},46,53,{"start":1306,"end":1307,"type":1147},54,62,{"start":1190,"end":1309,"type":1147},118,{"start":1311,"end":1312,"type":1147},119,129,{"type":922,"text":1314,"spans":1315,"direction":932},"The choice between the two modes is very subjective and depends on the type of internal structure and organization. ",[],{"type":922,"text":1317,"spans":1318,"direction":932},"One thing, however, is certain: the choice of the timing, manner and words with which the front desk communicates with guests is really important, more so than the message itself sometimes.",[],{"type":922,"text":1320,"spans":1321,"direction":932},"So in some cases it pays to opt for a precise formula to be read or learned by heart.",[],{"type":922,"text":1323,"spans":1324,"direction":932},"One example is telephone answering \"scripts\".",[1325],{"start":1326,"end":1327,"type":1147},15,45,{"type":922,"text":1329,"spans":1330,"direction":932},"Calling a hotel and being answered with a simple \"hello,\" not followed by the name of the facility and operator, does not help project a professional image to a potential customer.",[],{"type":922,"text":1332,"spans":1333,"direction":932},"Conversely, writing in black and white the phrase that everyone should use when answering the phone conveys a much more welcoming idea of a hotel.",[],{"type":922,"text":1161,"spans":1335,"direction":932},[],{"type":1164,"text":1337,"spans":1338,"direction":932},"Training staff",[],{"type":922,"text":1340,"spans":1341,"direction":932},"Personal skills and procedures are great prerequisites for optimizing your front desk performance.",[],{"type":922,"text":1343,"spans":1344,"direction":932},"However, communication techniques, operational and sales support tools, not to mention administrative and security procedures, are constantly evolving.",[],{"type":922,"text":1346,"spans":1347,"direction":932},"This means that to maintain a high standard of performance, it is necessary to continually train and update your front desk staff.",[1348,1358],{"start":1349,"end":1312,"type":928,"data":1350},79,{"id":1351,"type":701,"tags":1352,"lang":14,"slug":1353,"first_publication_date":1354,"last_publication_date":1355,"uid":1356,"url":1357,"link_type":24,"isBroken":34},"Z6zZExIAACUARscP",[],"tips-for-hoteliers-who-want-to-successfully-train-their-staff","2025-02-12T17:24:33+0000","2025-03-26T15:58:03+0000","training-staff-hotel","/en/blog/training-staff-hotel",{"start":1349,"end":1312,"type":1147},{"type":922,"text":1360,"spans":1361,"direction":932},"The supply of professional training is growing constantly, thanks in part to remote training tools or the work of professional associations and local agencies.",[],{"type":922,"text":1363,"spans":1364,"direction":932},"Training can also become a form of corporate benefit for your employees.",[1365],{"start":1366,"end":1367,"type":1147},35,52,{"type":922,"text":1161,"spans":1369,"direction":932},[],{"type":1164,"text":1371,"spans":1372,"direction":932},"Use technology for support",[],{"type":922,"text":1374,"spans":1375,"direction":932},"Technological tools can help your hospitality facility in several ways:",[],{"type":1377,"text":1378,"spans":1379,"direction":932},"list-item","to learn more about your guests' habits and preferences (marketing tools)",[],{"type":1377,"text":1381,"spans":1382,"direction":932},"to improve guest communications management (PMS, CRM etc.)",[1383],{"start":1384,"end":1385,"type":1147},44,47,{"type":1377,"text":1387,"spans":1388,"direction":932},"to sell better and more (RMS, Channel Manager, Booking Engine...)",[1389,1399,1400,1410,1412,1414,1424],{"start":1390,"end":1391,"type":928,"data":1392},25,28,{"id":1393,"type":701,"tags":1394,"lang":14,"slug":1395,"first_publication_date":1396,"last_publication_date":535,"uid":1397,"url":1398,"link_type":24,"isBroken":34},"Z6NdPhIAACgAN6kr",[],"7-reasons-why-you-should-use-revenue-management-software","2025-02-05T12:44:48+0000","why-use-software-revenue-management","/en/blog/why-use-software-revenue-management",{"start":1390,"end":1391,"type":1147},{"start":1401,"end":1327,"type":928,"data":1402},30,{"id":1403,"type":701,"tags":1404,"lang":14,"slug":1405,"first_publication_date":1406,"last_publication_date":1407,"uid":1408,"url":1409,"link_type":24,"isBroken":34},"Z6uRPxIAACUARKP_",[],"channel-manager-everything-you-need-to-know","2025-02-11T18:04:51+0000","2026-01-08T13:51:56+0000","channel-manager-quick-guide-how-to-choose-the-best","/en/blog/channel-manager-quick-guide-how-to-choose-the-best",{"start":1401,"end":1411,"type":1147},37,{"start":1413,"end":1327,"type":1147},38,{"start":1385,"end":1415,"type":928,"data":1416},61,{"id":1417,"type":701,"tags":1418,"lang":14,"slug":1419,"first_publication_date":1420,"last_publication_date":1421,"uid":1422,"url":1423,"link_type":24,"isBroken":34},"Z6uVAxIAAFGbRKoM",[],"booking-engines-why-theyre-essential-for-hotel-revenue--choosing-the-best-one","2025-02-11T18:20:55+0000","2025-11-17T14:39:55+0000","how-to-choose-the-best-booking-engine","/en/blog/how-to-choose-the-best-booking-engine",{"start":1385,"end":1415,"type":1147},{"type":1377,"text":1426,"spans":1427,"direction":932},"to better manage logistics and administration (PMS)",[],{"type":1377,"text":1429,"spans":1430,"direction":932},"to monitor the level of satisfaction (reputation manager)",[1431,1433],{"start":1413,"end":1432,"type":1147},48,{"start":1434,"end":1184,"type":1147},49,{"type":1377,"text":1436,"spans":1437,"direction":932},"and more...",[],{"type":922,"text":1439,"spans":1440,"direction":932},"A front desk can be incredibly empowered through the use of the right supporting technology.",[],{"type":922,"text":1442,"spans":1443,"direction":932},"Provide your staff with access to the best technology tools you have and properly train them in their use.",[],{"type":922,"text":1161,"spans":1445,"direction":932},[],{"type":1164,"text":1447,"spans":1448,"direction":932},"Upselling",[],{"type":922,"text":1450,"spans":1451,"direction":932},"Upselling means selling the customer who has already purchased a product/service, a product or service of a higher category (and price).",[1452,1453,1455,1457,1459],{"start":1124,"end":1219,"type":1147},{"start":1287,"end":1454,"type":1147},23,{"start":1456,"end":1289,"type":1147},24,{"start":1391,"end":1458,"type":1147},36,{"start":1460,"end":1461,"type":1147},82,136,{"type":922,"text":1463,"spans":1464,"direction":932},"The most effective way to increase front desk sales performance is to instruct staff to propose, propose, and propose.",[1465],{"start":1466,"end":1309,"type":1147},88,{"type":922,"text":1468,"spans":1469,"direction":932},"For example: a customer purchasing a standard room stay might be interested in purchasing a discounted upgrade to a deluxe room.",[],{"type":922,"text":1471,"spans":1472,"direction":932},"Have your staff propose this when the guest arrives at the front desk.",[],{"type":922,"text":1161,"spans":1474,"direction":932},[],{"type":1164,"text":1476,"spans":1477,"direction":932},"Cross-Selling",[],{"type":922,"text":1479,"spans":1480,"direction":932},"Doing cross-selling means selling the guest a product or service that is ancillary and/or complementary to the stay. ",[1481,1484],{"start":1482,"end":1483,"type":1147},6,19,{"start":1485,"end":1486,"type":1147},26,117,{"type":922,"text":1488,"spans":1489,"direction":932},"For example, the same guest as before might be interested in buying a discounted admission to the hotel spa, a ride on a tour bus, dinner at a participating restaurant, etc.",[],{"type":922,"text":1491,"spans":1492,"direction":932},"Cross-selling, like upselling offers, can add profit margins to those from the room stay.",[1493,1502],{"start":1168,"end":1494,"type":928,"data":1495},60,{"id":1496,"type":701,"tags":1497,"lang":14,"slug":1498,"first_publication_date":1499,"last_publication_date":188,"uid":1500,"url":1501,"link_type":24,"isBroken":34},"Z64H_xIAACUASMQi",[],"techniques-and-strategies-to-increase-turnover-in-your-hotel","2025-02-13T14:56:04+0000","techniques-strategies-for-increasing-turnover-hotels","/en/blog/techniques-strategies-for-increasing-turnover-hotels",{"start":1168,"end":1494,"type":1147},{"type":922,"text":1504,"spans":1505,"direction":932},"At this point, you may wonder when is the best time to offer these solutions to the guest.",[],{"type":922,"text":1507,"spans":1508,"direction":932},"The right answer is, as often as possible and especially when the customer listens to you the most. ",[],{"type":922,"text":1510,"spans":1511,"direction":932},"Usually, the times of greatest customer interest/listening are:",[],{"type":1377,"text":1513,"spans":1514,"direction":932},"the moment of requesting a quote",[],{"type":1377,"text":1516,"spans":1517,"direction":932},"the actual moment of the purchase of the stay",[],{"type":1377,"text":1519,"spans":1520,"direction":932},"for customers with a large booking window, two or three days before arrival",[1521,1531],{"start":1289,"end":1522,"type":928,"data":1523},41,{"id":1524,"type":701,"tags":1525,"lang":14,"slug":1526,"first_publication_date":1527,"last_publication_date":1528,"uid":1529,"url":1530,"link_type":24,"isBroken":34},"Z6HhFhIAACUANVDd",[],"everything-you-still-dont-know-about-the-booking-windowand-why-its-crucial-for-revenue","2025-02-04T09:42:49+0000","2025-11-17T14:38:49+0000","booking-window-what-is-it-and-why-its-crucial-for-revenue","/en/blog/booking-window-what-is-it-and-why-its-crucial-for-revenue",{"start":1289,"end":1522,"type":1147},{"type":1377,"text":1533,"spans":1534,"direction":932},"for last-minute customers at check-in",[1535,1544],{"start":1536,"end":1326,"type":928,"data":1537},4,{"id":1538,"type":701,"tags":1539,"lang":14,"slug":1540,"first_publication_date":1541,"last_publication_date":1542,"uid":1540,"url":1543,"link_type":24,"isBroken":34},"Z6M_WBIAACYAN3gX",[],"a-practical-guide-for-managing-last-minute-cancellations-and-bookings","2025-02-05T10:39:35+0000","2025-11-17T14:38:43+0000","/en/blog/a-practical-guide-for-managing-last-minute-cancellations-and-bookings",{"start":1536,"end":1326,"type":1147},{"type":1377,"text":1546,"spans":1547,"direction":932},"for each client, the moment of check-in",[],{"type":1377,"text":1549,"spans":1550,"direction":932},"when the customer is at the facility",[],{"type":922,"text":1552,"spans":1553,"direction":932},"The most effective method is always a verbal proposal from a trained and knowledgeable salesperson.",[],{"type":922,"text":1555,"spans":1556,"direction":932},"However, visual and digital media (brochures, signs, video and audio announcements, messages) are also useful in order to reach customers in a broad and targeted manner.",[],"rich_text$18184491-819d-413a-ba95-7c4df72f844f","rich_text",{"variation":32,"version":67,"items":1560,"primary":1561,"id":1562,"slice_type":1563,"slice_label":5},[],{},"divider$2072c7a2-dcec-491d-98df-020d8df6b172","divider",{"variation":32,"version":67,"items":1565,"primary":1566,"id":1577,"slice_type":1558,"slice_label":5},[],{"text":1567},[1568,1571,1574],{"type":922,"text":1569,"spans":1570,"direction":932},"Now that you know what actions to take to improve your front desk performance, it’s time to put them into practice.",[],{"type":922,"text":1572,"spans":1573,"direction":932},"The easiest and most efficient way? Follow a checklist with all the steps you need to take.",[],{"type":922,"text":1575,"spans":1576,"direction":932},"We’ve created one for you.",[],"rich_text$744fd3dd-3673-4814-b6f2-91b45644cf38",{"variation":32,"version":67,"items":1579,"primary":1580,"id":1603,"slice_type":1604,"slice_label":5},[],{"image":1581,"title":1582,"description":1586,"features":1590,"links":1591},{},[1583],{"type":922,"text":1584,"spans":1585,"direction":932},"Download the free checklist now",[],[1587],{"type":922,"text":1588,"spans":1589,"direction":932},"Inside the checklist, you’ll find all the necessary steps, organized into 4 key areas. 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