Award-Winning
Hospitality & Hotel Training
Running a resort, hotel, or hospitality-based business requires a lot of skill and time. With high turnover, fierce competition, marketing, budgets, and ever-increasing customer expectations, it’s no wonder training is often a low priority.
Uncover the power of expert, award-winning hotel and hospitality training courses from Oculus. Energize your locations with easy-to-schedule, consistent coaching that will exceed your service and revenue goals.
100% Customized & Syllabus Approval
Brand, AAA and SOP Compliance
Expert & Experienced Trainer
Group, 1-on-1 Coaching
Auditing, Certification & Assessments
ABOUT THIS COURSE
Invest in hotel courses that will pay for themselves in no time!
Teaching your hotel staff might seem easy, but implementing new procedures takes time, research, expertise, and access to modern tools.
Our data-driven and fully customized hospitality and hotel employee training equips your team with essential tools to support your hotel’s performance. Redirect your team from simply “providing service” and give specialized customer service and sales skills tailored to boost occupancy rates and improve Average Daily Rate (ADR). Our programs help elevate guest satisfaction scores through personalized engagement techniques and foster autonomy that will allow you to outperform the competition.
Need an example? Watch this short video clip above.
Training For Hotel Staff - Enhance Essential Skills
Set a refreshed outlook on service, connection, and sales in hospitality!
What is the benefit of training hotel service? Our fact-based training approach ensures that front-line teams will leave the session with a deeper understanding of sales and services and be motivated to deliver. By participating in our hotel sales and customer service training programs, you’ll see improvement in key performance areas such as:
#conversions #upselling
Higher Occupancy & Increased Conversions: You are in business to make money! Boost occupancy by equipping your team with essential sales skills to improve call conversion by teaching them to overcome resistance and promote our competitive advantages.
#ADR
Increased ADR: Increased ADR: Boost your Average Daily Rate through refined sales and upselling techniques that maximize revenue.
#engagement #service #attitude
Improved Guest Satisfaction Scores: Our training can lead to happier guests, which is reflected in higher satisfaction scores and a positive stream of positive reviews from satisfied guests. Learn industry service principles like service mindset, phrasing, follow-up, service recovery, and more!
#empathy #connection #loyalty
Move from a transactional approach to developing relationships. Discover the importance of building connections through acknowledgment, empathy, and meaningful gestures to foster customer loyalty.
#wow #listening #adapting
Many places hold similar service principles and products. How do you stand out? Learn to actively listen, adjust, and uncover ways to stand out through proactive efforts.
#5star #refined #elevate
Effortlessly bring style and elegance to your service flow. Master etiquette, elevate touchpoints, and learn to offer unparalleled service delivery.
Our programs ensure immediate improvement and lasting success by adopting a tailored training strategy that elevates your service levels and sales dynamics, establishing your hotel as a strong and positive presence.
PROCESS
100% Custom!
Experience the difference. In today’s rapidly evolving hospitality landscape, staying ahead of guest expectations is paramount. At Oculus, we customize every part of your hotel training experience with us, and the content will evolve based on real-time insights we uncover during our extensive research analysis, in goal-setting calls, and what is endorsed by your team. Ultimately, our training is guaranteed to fit since you approve the syllabus and content before being placed in front of your team.
reviews on
Discovery
Concept
Approval
Design
Our process is proven to work since it is truly customize from start to finish.
Concept
We develop a personalized curriculum and program tailored to your objectives based on our discussions.
Discovery & Research
We meet with you and your stakeholders to understand your hotel requirements and goals. We also integrate insights on changing guest habits from sources like tripadvisor, yelp, or surveys.
Approval
We present you with a potential syllabus, listen to your feedback, and make any changes. You always have the final say.
Design
Once you approve, we will create a unique and impactful program.
The process begins again with each training event!
Training Hotel Staff Fundamentals
Which types of training is most important to hoteliers?
Which types of training is most important to hoteliers?
The most requested types of modules from our clients include fundamental training to help with staff turnover, service recovery, and proactive, stand-out service. With custom training, your hotel can choose the path that best fits your current objectives and service goals for the upcoming year. Review the most common courses listed below.
How can hotel training programs help convert inquiries into reservations?
Discover how our cutting-edge training can transform every interaction into an opportunity for revenue growth. Teach your team members modern and intelligent sales techniques that promote upselling and repeat business and help overcome buyer resistance.
We don’t copy and paste a training program like our “legendary” competition to maximize our own revenue without doing the work. We work meticulously with you to develop an unmatched customer experience that allows you to stand out in the sea of competitors.
Our completely custom-made and comprehensive learning approach doesn’t just improve guest satisfaction; it actively converts inquiries into valuable reservations and sales by considering the entire stay from the initial reservation call to the final checkout!
Whether you want to elevate service levels or maximize revenue, our tailored options empower your staff to deliver exceptional experiences through personal connection while boosting your bottom line.
Customer Service Mastery
Core Concepts. Develop a keen understanding of guest interactions that lead to memorable experiences and positive reviews. Our Core Concepts Program introduces the fundamental pillars of hotel service delivery.
- Listening. Understand the importance of listening for details.
- Adjusting. After listening, adjust your service approach to your guest's needs.
- Connecting. Personalization and connection is key to returning and happy guests! Move away from robotic service!
- Exceeding. If you want to stand out, you have to meet and then exceed expectations.
- Plus much more!
IMPRESS The Guest
Advanced. Unlock the full potential of your team with our award-winning IMPRESS™ service training. Our comprehensive program covers the seven essential customer service skills, equipping your team with the tools they need.
- Invite & First Impressions
- Measuring Needs
- Personalization
- Recognition
- Exceeding Expectations
- Solutions
- Stability
Loyalty 101
Who doesn’t like returning guests? Loyal guests are easier to deal with, know what to expect and offer steady revenue. This course will review unique approaches to acknowledging loyalty.
Fantasy Factor
Who doesn’t like returning guests? Loyal guests are easier to deal with, know what to expect and offer steady revenue. This course will review unique approaches to acknowledging loyalty.
Virtual Service
The virtual communication experience is becoming more quintessential. We will review how to provide attention-grabbing and elevated customer service over the telephone, email, text message and online.
Brand Standards Review
Are you a part of a brand with a variety of standards to implement? Send us your criteria, and we will customize a hotel training course to make your content come to life and meet your brand expectations.
Guest Service & In-House Fundamentals
COMMON AND POPULAR MODULES INCLUDE:
Check-In IMPRESS
During Check-In IMPRESS training, we will review how to assess needs, upsell and provide proactive service to start a guest’s stay off right!
Check-out IMPRESS
Our Check-Out IMPRESS modules will review how to acknowledge loyalty, leaving a positive lasting impression, encouraging positive online reviews, and much more.
Encourageing Positive Reviews
Having tripadvisor.com logos plastered around your building and at the front desk can encourage reviews, but not just positive ones. This module will teach techniques that promote positive reviews and ditch the negative ones.
"Stay Well" Service Calls
Don’t wait until check-out to hear how a stay went. Learn how to collect much-needed guest thoughts at the start of a visit to ensure an incredible review.
Concierge IMPRESS
Concierge service is more than just providing recommendations. Your concierge team has the ability to shape a guest experience to leave them wanting more! This module reviews how to make personal recommendations, following up, and encouraging guests to experience the best your area has to offer.
5-Star Service
Both hotels and service-centric businesses alike can provide an elevated service experience to customers. In this course, we will talk about the foundations of being 5-star.
- Elevated Body Language, Words, Tone and Attitude.
- Service Adaptability.
- 5-star Knowledge, Confidence & Thoughtfulness.
- Understated Service.
- Privacy Expectations & Delivery.
- Hands-Free Service, Barrier-Free Service
- Plus much more!
Food & Beverage IMPRESS
In our IMPRESS modules for dining rooms, we will review the IMPRESS and AAA standards of service, reservations, sales, upselling, presentation, personal connection, qualifying, making a recommendation, creating the best impressions, encouraging loyalty, online reviews and more!
- Banquets & Catering
- Dining Room
- Room Service & Delivery
- Plus much more!
In-House Service IMPRESS
While a guest is staying, we have an excellent opportunity to shine, catch issues before they escalate and develop a rapport that will keep guests coming back for more. Options can include:
- Conducting A Room Inspection
- Housekeeping Customer Service
- Room Entry & Privacy 101
- Turn Down Service
- Room Requests and Delivery
- Plus much more!
Handling Complaints & Conflict
COMMON AND POPULAR MODULES INCLUDE:
Action-Reaction
Is it too much, too soon, or too frequent? While compensation may be necessary when addressing a complaint, let's discuss when to compensate, how much to offer, managing guest expectations and consistency, and when to involve management.
Complaint IMPRESS
Guests can be demanding. We have to deal with their expectations, emotions and ensure their stay is flawless. This course will highlight the importance of dealing with issues, addressing emotions and more steps to eliminate complaints.
Dealing with Abusive Guests
Handling a hotel complaint is one thing, but some guest can clear cross the line. In this module, we will speak on handling abusive guests, protecting others and yourself!
Hotel Sales & Reservations
COMMON AND POPULAR MODULES INCLUDE:
Reservations IMPRESS - Sales & Hotel Revenue Management Training
Learn tactical approaches to secure sales and optimize revenue streams. Selling your hotel means more than just taking a few details and sending a confirmation. Create a mental image for your guests before they arrive! Learn to customize your sales experience to sell more, have happier guests, and provide the ultimate customer service.
- Call Foundations
- Handling Cancellations
- Encouraging Direct Bookings
- Upselling
- Overcoming Resistance
- Plus much more!
Upselling At Check-In
Train your front desk team to upsell products and services at the time of check in to increase your hotel revenues.
Confidence in Negotiation
Hotel guests can be savvy and know what they want and how to do their research. Give your reservation and sales agents confidence by teaching them to be skilled negotiators and handle price resistance from various buyer types. In this module, we cover and practice:
- Negotiation Basics & Discount Theory
- Analyzing Buyer Traits
- Creating Tailored Strategies
Essential Skills for Transforming Managers into Confident Coaches in Hospitality
Coaching For Hotel Performance
Once your Oculus coach leaves, your managers and supervisors must take the lead in implementing the day-to-day steps! Doesn’t it make sense to provide them with the tools to improve the return on your training investment?
We include training support for managers and supervisors to ensure they have the skills to coach their teams effectively. Here’s a breakdown of some of our most popular modules from hotel management training programs.
Implementation
Not all managers know how to implement and coach a new program and standards. Our implementation support module ensures they have the tools and understand the commitments required for success. We also review articulating expectations and providing constructive feedback that encourages growth.
Delegation & Empowerment
ou can't do it all. Our delegation and empowerment modules review ideas on stimulating creative solutions from your learners and empowering them to make effective decisions, which will ensure smoother operations and guest happiness!
Buy In
Why should your team members buy into your new hotel training program steps if you don't believe it? Our buy-in module reviews why a manager's attitude and actions will count and determine program success!
Coaching 101: Mentoring & Development
Not all learners can make changes on their own. They may need some guidance. Coaching 101 reviews the foundations of leading team members, such as:
- Adapting to learning styles and needs.
- Tailoring development plans to help team members reach their full potential.
- Offering timely, actionable feedback to guide employee performance.
- Utilizing role-play and mystery shopping reviews.
- One-on-one check-in meetings.
- Setting up virtual hotel checklists and online training tools.
Time Management
There are a lot of moving pieces in a hotel environment! Balancing coaching with other hotel managerial duties requires efficient prioritization of tasks, consistency, and setting realistic goals to help maintain focus and productivity. Our time management modules will help you consider some tools to help you "do it all!"
By honing these fundamental coaching skills, managers and supervisors can transform into confident coaches capable of elevating their teams and enhancing overall performance in any hospitality setting. Read more about our leadership and coaching programs below:
Reap the benefits of proactive hotel training
Join the top 3! Get results with custom hotel hospitality training!
Do you want to be at the top of your competitive set? With Oculus as their partner, hotel customers can confidently elevate their brand’s reputation and surpass customer expectations. Over 80% of our hotel clients rank within the top 3 or higher on tripadvisor.com
trusted by leading hospitality big and small brands around the globe:
We partnered with six hotels over 10 years, and evaluated their sales and service performance over 6000 times!!
94%
MORE CONFIDENCE. The hotels attempted to overcome resistance 94% of the time in year ten compared to only 35% in year one.
100%
MORE REVENUE. In year 10, the hotels sold higher-priced room options and packages on 100% of the time.
3x
MORE CONNECTION. Deeper connections by using guest name, personalizing experiences, finding commonalities, and making personal recommendations.
Business Intelligence - Performance Analysis
To craft a training program that will truly fit your goals, a science-based and systematic approach should be taken when preparing a training strategy. At Oculus, we will work to collect comparative data that allows us to make crucial recommendations and develop a training methodology that will align with your ultimate objectives.
Think Tank
Partnering with Oculus means you get a private think tank of experts who bring their expertise and additional training resources to ensure your custom-built training programs exceed your goals and provide the most accurate, in-depth, and engaging training.
Bird's Eye View
We work with thousands of companies and brands around the globe, which means we can bring international perspectives, examples, and ideas from many brands, industries, and cultures.
Data-Backed Approach
Our training will focus on performance gaps identified through business intelligence from data-driven insights like auditing. We refine strategies for measurable improvements continuously.
Neutrality
Working with Oculus means having a person who can propose ideas without being influenced by internal preferences, past successes, or company history.
Incorporation of Internal Standards & Training
Our experts will work with your experts to incorporate any internal branding and training to ensure that all messaging aligns.
Facts Matter
Using available data points, our experts will reinforce a custom strategy based on scientific studies, established theory, and psychology.
Tailored Content
Our hospitality and hotel training is 100% customized to ensure we address your organization's specific requirements, goals, and challenges.
Expert Instructors
Managers possess extensive education and local expertise in hotel management. By combining your local insights with the global exposure provided by our highly qualified training professionals, you achieve the best of both worlds.
Interactive Learning
Our modules are engaging! We promote active learning with discussion, scenarios, and role-playing! This means no "mute and ignore," even during online sessions!
Confidential Learning
Live sessions enable learners to ask challenging questions confidentially, preventing group embarrassment or disengagement.
Comprehensive Full Scope
No matter the module, our trainers are adept at promptly addressing learner inquiries, feedback, and scenarios, even beyond the scope of the syllabus.
Delivery
Options & Pricing
Select the best facilitation method for your car sales training program: web, in-person, recorded, hybrid, Bootcamp, or a combination of these options, considering your hotel’s dynamics and budget.
Webinars are a quick and easy way to get started with a custom dealership training.
Features
- Most cost-effective option.
- Presented live by an expert trainer.
- 100% customeand designed for 1 or 1000+ learners.
- Single session or series.
- Train from anywhere.
- Most flexible option for scheduling your preferred date and time!
Choose the Hotel Training delivery that fit your needs.
Blended Learning Approach. Mix options to address the learning curve and preferences.
Auditing
Coaching & Support. Listen, learn and increase your revenue and service levels through mystery audits.
$52
per call credit
- Web-based Report, PDF Summary and Audio Recording.
- Call transcript, AI summary and trainer support tips.
- Competition comparison and historical data.
Videos
Recorded. Need training that lasts? Choose a custom, TV-quality production training video.
$3,888
per 3000 word script
- Filmed in a studio.
- Custom script.
- Special effects, animations, and green screening.
Support
Full Program. Add blended learning support options to your training package.
Coaching Calls
In-Person Training
Service Excellence Made Easy!
Enhance your hotel staff training today and transform your guests’ experiences! Connect with a hospitality expert and take the first step towards exceptional service excellence in your hotel!
Kevin James Saunders is a senior trainer with 20+ years of experience and has conducted thousands of sessions.
Join the club of satisfied clients!