Hospitality Softnet offers a variety of shopping services to ensure that your team is providing top-notch service to your customers. We also offer shopping services to help evaluate your competition as well as potential new hires.

Our team of experienced shoppers have all held sales positions in the hospitality industry. They understand how to act as a realistic customer, and know what to look for when evaluating the effective use of selling skills.

Sales and Catering Test Calls

Our Quality Assurance Shopping Program for Sales and Catering is a terrific complement to your own ongoing training. On a year-round basis, we provide you and your staff with positive training tools that will help fine-tune individual selling skills.

Selling via telephone and the internet is an important way to book business. Our program provides a means to monitor how these contacts are being handled. Is your staff selling effectively? How are their telephone skills? Are they negotiating win-win solutions? Are they aggressively pursuing the sale and asking for the business? It is difficult to evaluate these questions internally to determine exactly what additional training your staff needs. Our reports will let you know where each individual's strengths lie, and identify areas that need improvement. You can then use this information to create effective and appropriate training plans for each individual.

Reservation Test Calls

Agents and desk clerks handle hundreds of inquiries over the course of the year. How well they understand and use basic selling skills can greatly impact your room revenues and ADR.
Our program provides a tool to ensure that your team is selling effectively and maintaining high levels of customer service. It is also an excellent means of monitoring how your yield management program is working. Are your agents trying to get the best rates as possible? Are they actively closing? Are your booking guidelines being sold properly for special event dates?
We customize our program to meet each of our client's individual needs, it will help you answer all of these questions and more.

Competition Test Calls

Hospitality Softnet offers Competitive Intelligence Briefs to assist hotels in knowing what their competition is doing today.

Three different Intelligence Brief formats are available. Included are: Group, Transient, and Internet pricing. To customize the information to your needs, you determine which competitors and dates will be researched. A spreadsheet is then produced comparing the pricing for all hotels researched. The information will help with your marketing and pricing strategies and assist with the proper positioning of your hotel. This convenient, cost-effective tool, supplies pricing information quickly so you can react to changing market conditions in a timely manner.

If you are interested in seeing how your competition sells and responds to potential business, consider one of our extensive shopping reports to provide this insight.

CVB Test Calls

If your hotel relies upon your Convention and Visitors Bureau as a resource for leads and bookings, consider shopping the CVB to see how they are selling your city, and specifically your hotel. How do they respond to competing cities, and how do they represent other hotels within the marketplace? This insight can help ensure that your CVB is actively selling your hotel and destination to all potential inquiries.

Potential Sales Candidate Test Calls

Many sales people can do a good job in "selling themselves" during an interview. However, equally important is how well they actually sell to the customer. Our Potential Sales Candidate test calls are a great way to see firsthand how effective your potential sales person is when dealing with an inquiry. Do they qualify enough? Are they selling or just telling about the hotel? How aggressive are they when following up and closing the sale? Our report will help you answer these important questions before you take the final step of hiring them.

Operations & Administration Test Calls

The guest experience begins from the first moment the telephone is answered. Hotels that are committed to providing a favorable first impression and high levels of service look not only at their sales and reservations teams, but also at the support staff that assists them. Our Administration and Operational shops will help you evaluate and monitor how your sales assistants, PBX operators, and concierge staff are interacting with your customers.

For more details, contact us at (617) 854-6554.