Hotel Training Course Overview

Running a hotel is not an easy task. With turnovers, a competitive marketplace and high customer expectations, hotels have a lot on their plate. And we aren't talking about a buffet! An Oculus hotel training and mystery shopping program can help you bring your sales and reservations teams up to speed on what needs to get done to convert more reservations, upsell your rooms and sell more in-room dining.

Our interactive sessions will take your hotel to the next level of customer service. You will move away from simply providing service, and towards creating experiences that leave lasting impressions on your guests. The hotel training program will allow hotel team members to "WOW" customers while they are still generating additional revenue through increased sales.

In a hotel environment, learning needs to be a continuous process. Because the marketplace is already saturated with hotels, and hotel customers have higher expectations, your training program has to train your staff to "WOW" guests in every possible way. This is where a program from Oculus can help you!

Oculus customers typically rank among the top 10 on review sites like, with over 80% of our clients ranking in the top 3. Customers are talking about Oculus clients' service levels because they go above and beyond. Do you want to be at the top of your competitive set? We can help you. Through ongoing customer service hotel training programs, combined with the feedback from in-person and telephone mystery calls, we can help you guide your team to service perfection. Your customers will be writing rave reviews.

Our IMPRESS™ The GUEST hotel training program will help your team members understand:

  • Why high customer service standards are required for the survival of the hotel.
  • How a customer will think, and what their expectations are when staying at a hotel.
  • How different customers react differently to the same situation.
  • How to personally connect with all guests in a way they find appealing, and why this is important.

Oculus hotel training is an innovative and fully customizable customer service and sales training program to help increase your hotel's bottom line! We know it works; customers have been switching from other training providers to Oculus. So what are you waiting for?

What could your team walk out the door with?

  •  The  ability to personally connect with customers.
  •  How to provide exceptional service within a time limit and in accordance to hotel SOPs.
  •  Advanced upselling skills.
  •  Advanced complaint management skills.
  •  The ability to establish rapport with customers to encourage their return stay.
  •  The ability to work together as a team to deliver consistent service.
  •  The ability to analyze the competition to ensure competitive service is being delivered.


Delivery Options

Hotel training can be delivered with the options below


<b>Trainer-Led Training</b>

Trainer-Led Training
We visit you.


A trainer via the web


24/7 pre-recorded learning


Unlimited Hotel Training Topics

Our hotel training programs already include many great evidence-based topics for you to choose from. But we don't stop there. If you don't find what you are looking for, we can create it for you. Within 45 days, we can research, design and present an option that is absolutely customized to your brand or operating standards.

Read More About Custom Training


What makes our courses special? Let us count the ways!

Course Features

100% Customization

At Oculus, we don't just create a hotel training, box it up and send it out to all of our customers. Yuck! Who would want that? Our live hotel training courses are customized to meet your needs and address your specific goals. That should make change easier for you.

100% Customization

Online Availability

We know it is hard to train everyone at one time in one place, that is why you have the option to turn your hotel training into an e-learning course. WOW! Our instructional design team can work with you to design a custom hotel training video. Wait, don't think that this is a PowerPoint presentation turned into an e-learning course! Our e-learning is filmed in our production studio and professionally edited so that your training is engaging, polished and worth watching.

Online Availability

Desktop Work Tools

Workbooks - Yawn! Desktop Tools - Yippee! We give your team more than just a workbook, we provide some great work tools to use at their work station. Plus, if you make customizations to your training program, you can work with your account manager to have all of your details updated. We never charge extra to provide you with the tools you need to succeed!

Desktop Work Tools

Standard Operating Procedures

Need SOP documents to include in your employee handbook? Our hotel training programs include those hard-to-write SOP documents for your viewing pleasure. No more outdated handbook at your office!

Standard Operating Procedures


Our trademarked IMPRESS hotel training programs will train your team members with an easy to understand and memorable method. IMPRESS typically covers all of the training concepts you might need, but we are always happy to customize some of the details to ensure that it fits with your brand standards!


Hotel training packages are available to ensure your training is reinforced.

Monthly Membership
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Hotel Training Topics

We have tons of great hotel training courses that will be a great fit for you and your team. Take a look below at some of the most popular topics that we train, or have us design something specific for you.




Can the training work with the hotel brand standards?
Yes! The training can be customized to work with all hotel brands. We have many worldwide brands that already work with us, so we might have already done the work for you!...

Is there onsite mystery shopping available for hotels?
Yes! We have onsite mystery shopping and telephone mystery shopping options available for all departments....

Which departments are included in the training?
All departments can attend training. We have training programs for all hotel departments. Your trainer will be able to customize an option for your training day....


Read more FAQs

Are you a 5-star hotel or do you want to provide 5-star service? We have a program that can help you deliver the service that you need to achieve this milestone. Our hotel training program incorporates the component requirements of hotel rating evaluators. Ensure that your hotel outshines the competition, and show your customers what refinement in service really means.

Things don't always go as planned, but if you know how to manage complaints and requests in the right way, they won't be a problem. Train your team to encourage guests to provide feedback in person before posting reviews on reputation-damaging review sites.

Want to get your entire team on the same page? Hotel-wide customer service training will help ensure that your team knows what is expected of them and the other departments that they work with. This team-building and customer service standard setting will help set goals and move your team forward.

The dining room might have the nuances associated with serving down but what about their selling and customer service? Running a dining room within a hotel environment is different from running just any restaurant, and servers are responsible for more than just satisfying tastebuds.

Checking in and checking out is just the tip of the iceberg. Learn the skills to upsell, follow up, welcome your customers and ensure that every possible opportunity for service recovery is met. Train your front office and guest services teams to provide better service while encouraging longer stays, upsales and return customers.

We can train your housekeeping team to clean properly with one of our onsite quality inspections, but what about the type of guest interactions they provide? Train your housekeeping and maintenance team to proactively offer customer support.

Keep your team current with the latest sales techniques and systems support. All of our sales training programs are designed with you in mind and allow for complete customization. Using the results from our ongoing mystery shopping, we can target the static and weaker areas of your sales practices.

Once the phone rings, you have one chance to convert the incoming inquiry call into a reservation sale. Are your conversion rates where they should be? Are you capturing a high percentage of your market share? An Oculus reservations sales training program can convert more reservations.

Having trouble selling to callers when you have a minimum length of stay? Our MLOS training can help you break the news and help more people reserve your rooms!

You could be training right now!

Your hotel training could be happening right now, so what is the delay? Get in touch with us to get started.

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You can climb any mountain!

Contact Us to start making those training goals a little less daunting!

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