A Comprehensive Mystery Shopping Program Designed Exclusively for Hotel Reservations and Front Desk Personnel.


Unmatched in the industry, the Hospitality Softnet Mystery Shopper program provides valuable monitoring and feedback to ensure that your entire Reservation Team is selling effectively and maintaining high levels of customer service. It shows and reports on how well your reservations and front desk staff are using the basic listening, selling and closing skills necessary to significantly impact your room revenues and ADR.


Reservation Mystery Shopper test calls are also an excellent way to monitor and improve your yield management program and are the perfect complement to your internal reservations training at a cost less than a typical room night.


The program can be easily customized to meet your specific needs, and is a terrific way to see if your reservation agents and front desk team are attempting to get the best rates possible. Additionally, it will determine whether they are actively closing and properly selling per booking guidelines for special event dates.


Using our years of hotel reservations and sales experience, our Reservations Secret Shopping experts act as everyday customers in evaluating how effectively your team interacts with potential customers in a real-life reservation scenario.


Hospitality Softnet also provides comprehensive Mystery Shopping Services for:
Hotel Sales and CateringProspectingConvention and Visitor BureauElectronic InquiresOperation and AdministrationPotential Sales Candidates.

Increase the Effectiveness of Your Reservation Staff with Hotel Reservation Sales Training


Our Reservation Sales Training is a one-day program designed to improve the sales skills of your Reservation Agents and Front Desk staff.  It allows them to provide the highest level of customer service, while increasing your hotel revenues. When properly trained, your staff can actively contribute to building repeat business and generating increased room revenues.


Hospitality Softnet’s Hotel Reservation Sales Training includes role-playing and written exercises. It is supported with audiotapes of interactions with actual reservation agents, illustrating real-life examples of the sales skills being discussed. This industry proven training program also helps set the stage for a great hotel experience for all your guests.


Topics Covered in this One-Day Reservation Sales Training Program Include:

  • Telephone Etiquette
  • Market Conditions and Competition
  • How to Effectively Qualify
  • Presenting the Rate
  • Overcoming Price Resistance
  • Use of Fallback Rates
  • Upselling
  • Closing the Sale
  • Recapping the Sale


For More Information on Reservations Mystery Shopping or Reservations Sales Training – Contact: Lisa Richards, Partner LisaRichards@HospitalitySoftnet.com or call: 904-230-4568