Reservations Sales Training

Reservations Sales

From Lookers to Bookers






Skill Level

6:00 h



Everyone works so hard to get the hotel phone to ring – sales people pound the pavement looking for business, marketing analyzes and crafts the perfect marketing message, revenue management reviews the competition and the market to make sure our pricing is right – and finally success – the phone rings!  The customer is calling us.  Now what?

This program provides the training, knowledge, and the proven system to ensure that once a customer decides to pick up that phone to make an inquiry – that we can turn them from a looker to a booker!  We make answering reservation inquiries a positive and caring experience for your potential guests so that you can grow your sales and build a loyal customer base.


Completing this course will help you:

Who should take this course?

Anyone who might pick up a reservation call!

  • Front desk agents
  • Night auditors
  • Reservations agents
  • Sales managers
  • General managers
  • Property owners

A glimpse into how this program can help!

Learning Path

This session will set the stage for additional sessions – it sets the foundation to build on. We will discuss the critical importance of understanding what the first true goal in hospitality is and we’ll break it down into the two key actions needed to achieve this goal. We will also discuss how this training will greatly benefit every participant, and how it’s applicable whether they are planning to stay in hospitality or have plans for a career in another industry.

13 minutes video and activities – 30 minutes total.

This session will focus on “How” and “Why” customers choose one property over another. Hint: it is not just because of your price, product, or place (location). We will discuss how customers find you, and then why many of them still pick up the phone to call you to book. We will explain the difference between “Managing a Transaction” and “Selling an Experience.” 

14 minute video and activity – 30 minutes total

This session will deal with how critical, and challenging, creating positive first impressions with customers can be.  And how those first impressions can turn into lasting ones.  Opportunities to interact directly with an existing or potential new customer are likely to be less frequent and therefore more valuable than ever in the current environment.  And those interactions are likely to have an impact on whether you stand out and get a chance to capture the business now and in the future.  In short, these positive customer interactions are necessary for recovery and long-term stability.

20 minute video and activity – 30 minutes total

This session will discuss the two key elements of proper phone etiquette processes. These include Proper On-Hold Strategies and Proper Call-Back Strategies. These situations happen most often within the critical first 45-seconds of the call and can make or break the establishment of customer Like and Trust. While simple in concept, they are incredibility important to implement in a constituent manner. “Little things mean a lot.”

17 minute video and activity.  30 minutes total.


In order to find the right room at the right rate for your callers, you will want to find out a little bit about them first.  But the questions you ask AND the way you ask them are important.  That is what we will cover in this session.

30 minute video and activity – 45 minutes.

If you have asked the right questions, and you have gotten to know your customer a little bit, you are ready to really set yourself apart from all the rest by telling your story.

One 15 minutes video and activity – 30 minutes

You have qualified the caller and discovered when and why they are coming to your area.  You have told your story, and build a great rapport with the guest.  Now it is time to quote rates and close the sale. That is what we will cover in this session.

31 minute video and activity – 45 minutes total.

Price - $229 per person includes training, participant manual and a one-on-one coaching session.

Bob Anderson

Bob Anderson, President, Star Performance

I love creating and implementing selling and service programs for the hospitality industry. I’ve been fortunate to have been able to help hotels and companies to compete more successfully for over 25 years.

I am proud to say that our consulting business has helped our customers to Increase Revenue, Improve Service and Decrease Turnover.

Our organization has developed these popular and proven programs:

  • Building the Sales Pipeline (BSP).
  • The Culture of Service.
  • 4-C Squared Sales Training & Shop Call System.
  • Reservations Profit Model (RPM).

Our company motto is “Training that Sticks.” We truly provide customized systems, not just seminars.

These systems provide on-going training and support backed by a credible measurement tool. This process ensures that the training content is implemented, better habits are formed, and targeted goals are achieved.

Our clients range from single properties to medium sized ownership and management companies and major brands.

I am proud to serve on the HSMAI Sales Advisory Board and was awarded the HSMAI Top 25 Extraordinary Minds in Hospitality Sales, Marketing and Revenue Optimization.

I have been introduced as “a highly sought speaker and presenter who has an upbeat and entertaining way of communicating with his audiences”.