Reservations Training Course Overview

Working in reservations is not an easy job, but Oculus is here to help! There is a lot of tough competition out there, so your agents' skills need to be fine-tuned to ensure that every caller becomes a customer. If you want to increase your revenues and provide your reservations department with the know-how to sell, the Oculus reservations training programs are a great fit for you.

Through interactive learning sessions, the agents will learn how to increase revenue dollars. The addition of the newest training tools will help your agents be more successful with upselling, overcoming resistant buyers, and selling more hotel rooms. At Oculus, we have used proven sales strategies, scientific studies, and customer feedback to create a program that is focused on both the customer experience and revenue generation.

All of our reservations training programs are designed with you in mind and allow for complete customization. When used in conjunction with our Mystery Shopping program, we can target the static, and weaker areas of your performance. We can help take your reservations team off repeat and give them personality.

Some of the reservations training program experiences that we can provide are:

IMPRESSTM the Guest Telephone Reservations Sales

This program shows you how to generate additional revenue through maximizing sales and service opportunities. In this reservations training program, we will review:

  • How to maintain an appropriate tone and pace throughout a call.
  • How to present hotel or product value and describe accordingly.
  • How to personalize amenities to your caller's needs.
  • How to make a personal recommendation or find something in common with a caller to establish rapport.
  • How to engage with callers who are disengaged. 
  • How to create room descriptions that pop!
  • How to establish rapport and a connection with every experience.
  • Ask and use the customer name during a reservation experience.
  • How to work with names that are difficult to pronounce.
  • How to appropriately empathize with a difficult situation or feeling from a caller.
  • Encourage additional revenue generating and sales opportunities.
  • Encourage and establish special requirements.
  • How to maintain service appropriate levels to establish hotel star ratings.
  • Be able to present information and details applicable to customer experiences.
  • Promote rewards club program benefits.
  • Build and promote in-house rewards programs.
  • Explain how to present general hotel policies and fees.
  • Ideas on how to reduce caller wait time.
  • How to handle a variety of caller personality types and traveler profiles.
  • How to add a memorable personalized ending to every call.
  • How to ask qualifying and open-ended questions. 
  • When and how to determine budget factors for an individual, group, event or company.
  • How to handle returning callers and frequent guest reservations.

Prepare for IMPRESSTMive Takeoff

Your employees will learn how to upsell to your current customers. In this training program, we will review how to:

  • Encourage selling options and packages.
  • Encourage creative thinking and pricing strategies.
  • Use qualifying techniques to establish customer needs.
  • Upsell room types & packages.
  • Make a price comparison to create value.
  • Ask for the sale.
  • Cross-sell when working with a sister location or brand. 


This program covers how to overcome opposition and resistance to product and pricing challenges. In this program, we will:

  • Showcase how to overcome price and product resistance through addressing customer areas of concern and subconscious thought.
  • Use qualifying techniques to establish customer needs.
  • Sell against the competition.
  • Overcome price resistance by offering a general, available discount.
  • Negotiate room rates and packages depending on availability and need.
  • Present alternatives when the caller is "just thinking."
  • Match online rates.
  • Sell Against OTAs.

Do you need to add your own components to the Oculus reservations training program? No problem; you can add hotel-specific or brand-compliant skills to your reservations training program so that your hotel is gathering and presenting all of the necessary details.

What could your team walk out the door with?

  •  The ability to personally connect with your customers.
  •  The ability to "wow" customers no matter what.
  •  How to overcome resistance.
  •  How to ask for the sale.
  •  How to qualify and assess guest needs.
  •  How to upsell alternative products.
  •  How to start the conversation off right.

Delivery Options

Reservations 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 Training Topics

Our reservations training programs already include many great research-proven 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 custom 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 course, box it up and send it out to all of our customers. Yuck! Who would want that? Our live reservations training courses are customized to meet your needs and address your specific goals.

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 reservations training into an e-learning course. WOW! Check out more information about our e-learning subscriptions.

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 workstation.

Desktop Work Tools

Standard Operating Procedures

Need SOP documents to include in your employee handbook? Our reservations training programs include those hard-to-write SOP documents for your viewing pleasure.

Standard Operating Procedures


Our trademarked IMPRESS and RESPECT reservation training programs will train your team members with an easy to understand and memorable method.


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

Monthly Membership
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Reservations Training Topics

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




What does a reservation training session look like?
We have a lot of fun within our reservations training sessions. Below is an outline of what a training session generally involves: A discussion of current challenges. A description of the importance or the “why’s” of certain standards and...

What is IMPRESS the Guest Reservations Training?
The Oculus IMPRESS™ training program can assist your staff in their communication and training performance. The program is designed to provide your team with the information they need to succeed in an easy to remember format. We want you to move aw...


Read more FAQs

We often have a message we would like to get across to a customer, but do we always do so in the right manner? Here, we will review email, in-person and telephone communication, along with etiquette techniques that will ensure you are sending the intended message.

We shall teach your team that it is not just what you say, but also how you say it, and what you do. Actions and attitude speak louder than words, and it is important that teams can look at themselves and understand the real impression they are conveying with their customers.

In an ideal world, we want to be available 24/7 for our customers, but we know that this is sometimes not possible. What is possible is always being ready and willing to take a message and return their call when we are available. We will teach you how to tackle tricky scenarios such as asking customers to wait and the putting in place steps to keep control of multi-task scenarios without letting a customer slip through your fingers.

How you conclude a customer interaction is extremely important. Letting your customers know all of the great options they have at their disposal, and how you will follow up with them, will show that your service is more than just a one-stop deal!

Words are extremely important and what you say online is broadcast for the world to critique. We can work with your online reputation management team to put a positive spin on replies, and show the world that first class service means acting responsibly with feedback.

Not every customer interaction will be a positive one, and perhaps your customers are facing emotions that are making their day a little difficult. We can help your team deal with customers who are having a bad day and place themselves in their customer’s shoes while maintaining a professional distance. When used correctly, showing empathy can help you achieve results and improve customer satisfaction.

Are you a hotel that is trying to increase your profits? Look at your commissions! Why not start with attempting to encourage more guests to make their reservations directly with your location? This course helps you build a book direct program to entice even the most loyal OTA caller! Check it out

It’s important to be able to think outside the box and provide options that will solve your customer’s problems to keep them happy. We will work to remove the word, “no,” from your team's vocabulary and replace it with a “can-do” attitude and some creative thinking, even when the problem may seem unsolvable.

You have lots of great features and benefits for your customers, but are they connecting the dots on how these features will work for them? WIIFM? A benefit is only a benefit when someone can see the added value it will bring to them. We will review how to personalize an experience so that your customer sees how your service will provide something they cannot get anywhere else.

It doesn’t matter what you speak; the language of service is the same. We will teach you how to deal with incoming customers who don’t speak your language and how you can provide an awesome customer service experience without saying a word!

Learners will discover how to ask the right questions to uncover more information about the customer’s wants, complaints, needs, and budget, etc. Sometimes, when you don’t ask the right questions, you can’t recommend the right options.

The ability to connect with others will dramatically improve customer service and sales opportunities. If you can relate, make a recommendation or share an experience with a customer, you will begin the process of building loyalty. We will review how to connect with customers, so they understand that you are at their service, and start making connections to keep customers coming back.

When your customers don’t know all of the options that are available to them, how do you know if they are getting the most out of their experience? We will help your team become mini-marketing agents to ensure your customers keep coming back.

We will review with your team members how to start a variety of customer interactions to ensure that your first impression is leading with the right foot.

Can't find what you are looking for from our master list of customer service training topics? That is not a problem. Our instructional design team will design a course with your concepts in mind. Provide us with 45 days advance notice and we will customize any of our courses. We can even build something from scratch so our training is a perfect fit for you and your team.

You could be training right now!

We know you are busy with telephone calls, but why not make them mean more with our reservations training? Let's get started!

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Don't get lost in sea of features, we get the message.

Contact Us to start building your own special reservations training features to float your boat!

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