ifh course outlines 2014

1

/ Europe / Middle East / The Americas / Russia / Asia Pacific

2014 COURSE OUTLINES

2


CONTENTS / TOPIC PAGE GENERAL TRAINING 5 – 8 EFFECTIVE COMPLAINT HANDLING 5 ACHIEVING EXCELLENCE ON THE TELEPHONE 6 ACHIEVING EXCELLENCE IN CUSTOMER SERVICE 7 THE POWER OF POSITIVE COMMUNICATION 8 FRONT OFFICE 10 – 12 EFFECTIVE FRONT OFFICE ORGANISATION 10 CUSTOMER FOCUSED SERVICE DELIVERY AT THE FRONT DESK 11 PROFESSIONAL UP-SELLING AT FRONT DESK 12 HOUSEKEEPING 14 – 15 HOUSEKEEPING MANAGEMENT 14 THE ROOM ATTENDANT – A PROFESSIONAL SERVICE PROVIDER 15 FOOD AND BEVERAGE 17 – 18 F & B MANAGEMENT 17 FROM ORDER TAKER TO ORDER MAKER 18 LEADERSHIP AND MANAGEMENT 20 – 26 THE CORE PRINCIPLES OF LEADERSHIP 20 POWERING PROJECTS THROUGH TEAMWORK 21 IT IS TIME FOR TIME MANAGEMENT 22 PROFESSIONAL PRESENTATION SKILLS 23 PROFESSIONAL HOTEL ACCOUNTANCY 24 TRAIN THE TRAINER 25 COACHING AS A LEADERSHIP TOOL 26

3


CONTENTS / TOPIC PAGE SALES & MARKETING AND DISTRIBUTION 28 – 39 PROSPECTING FOR SALES 28 THE FUNDAMENTALS OF HOTEL SALES 29 PITCHING AND WINNING - PROFESSIONAL SELLING SKILLS IN HOTEL SALES 30 ADVANCED SELLING AND PRESENTATION SKILLS FOR HOTEL SALES 31

ACCOUNT MANAGEMENT 360 AND STRATEGIC SELLING 32 EFFECTIVE NEGOTIATION SKILLS 33 HOW TO LEAD A SUCCESSFUL SALES TEAM 34 CLASSIC HOTEL DISTRIBUTION – SELLING TO THE INDUSTRY 35 THE FUNDAMENTALS OF EDISTRIBUTION 36 PROFESSIONAL CREATION OF SALES-FOCUSED WEBSITE 37 THE POWER OF SOCIAL MEDIA 38 STRATEGIC EMARKETING 39 REVENUE MANAGEMENT AND RESERVATIONS 41 – 48 INTRODUCTION TO THE FUNDAMENTALS OF REVENUE-MANAGEMENT 41 TACTICAL REVENUE MANAGEMENT USING STRATEGIC DEMAND BASED PRICING 42 REVENUE MANAGEMENT DYNAMICS AND ANALYSES 43 QUALITY IN PROFESSIONAL RESERVATION SALES 44 PROFESSIONAL UP-SELLING IN ROOM RESERVATIONS 45 MEETING INCENTIVE CONVENTION AND EVENTS 47 – 51 SUCCESSFUL CONFERENCE AND EVENT SALES 47 THE POLITE REGRET 48 APPLICATION OF REVENUE MANAGEMENT PRINCIPALS IN MICE SALES 49 GETTING IT RIGHT FROM THE START – PROFESSIONAL EVENT SUPPORT 50 THE PROFESSIONAL PROPOSAL – PITCH’S THAT SELL 51

4


GENERAL TRAINING

5


EFFECTIVE COMPLAINT HANDLING Turning a complaint into an opportunity and dealing with "difficult" customer situations IFH-Skills-Training This training is for all employees with customer contact. Seminar-Goals Participants are made aware of the importance of understanding the customer’s expectations and the value they place on service delivery. They will learn the basics of communication as it relates to handling difficult situations with customers. The course will show the opportunities a complaint can provide and the danger impacts if a complaint is mishandled. Participants will explore the steps that can be applied to effectively handle and solve customer complaints. Seminar-Topics / Services and performances – a job or a responsibility? / The advantages and disadvantages of complaints / The negative and positive impact of professional complaint handling / Understanding customer feelings / Identifying different customer expectations / The various guest types and their typical behaviors / The responsibilities of each team member when it comes to customers satisfaction / Typical customer behavior when a complaint is articulated / Exploring the emotional and factual levels of communication / Dealing with aggressive customers / The difference between a critical comment and a complaint / Defining the difference between critical comments and complaints / Applying the 6-step approach to handling complaints / Utilizing the WINNER Formula / Utilizing positive phrasing when dealing with difficult situations / Team exercises and practical examples / Practice exercises using video-feedback Duration One day 09:00 to 18:00

6


ACHIEVING EXCELLENCE ON THE TELEPHONE Applying positive communication techniques when using the telephone IFH-Basic Seminar This training is for all employees who have customer-contact over the telephone. Seminar-Goals Participants will be familiarised with the techniques that can be used to identify a customer’s needs over the telephone. They will learn the basics of effective telephone communication and its impact on customer service. Participants will also be made aware of possible rhetorical “traps” and how to avoid these when using the telephone to remain in control of the conversation. Seminar-Topics / Effectively identifying customer needs / The effects of unprofessional telephone techniques on the hotel and the employee / Using the correct phrases, modulation to positively influence the customer perception over the

telephone / Basic communication skills and applying the communicator – recipient technique / Effective message taking / Avoiding “killer” clichés and phrases / Applying positive phrasing and sentencing / The key to performing professionally on the telephone / Communicating competence using the telephone / Techniques used to assist in maintaining control of the telephone call Duration One day 10:00 to 17:00

7


ACHIEVING EXCELLENCE IN CUSTOMER SERVICE Easy and effective ways to positively influence your day to day contact with customers IFH-Basic Seminar This training is for all employees who have face-to-face customer contact. Seminar-Goals Participants will explore techniques used to identify customer needs and address these professionally. Participants will also be shown the impact of body language in our face-to-face contact with customers, and how to apply positive communication when addressing guests. In addition participants will gain skills during the programme that will assist in enhancing the customer’s service experience and be given tips for handling difficult guest situations. This fast-paced seminar is packed with tools and tips to ensure participants understand how to deliver a positive guest experience, and highlights the importance of customer-focused service and the impact this has on how customers value their stay at the hotel. Seminar-Topics / Defining the “perfect” service experience from check-in to checkout / Identifying customer needs / The “personal welcome” / The various guest types and their typical behaviours / The effects of body language on the customer’s perception of service / Anticipating Needs, Problems and solutions / Friendly, Polite, Courteous –the difference between good customer service and great

customer service / Basic communication skills, questioning techniques and applying the communicator –

recipient technique / When what they say is not what they mean – interpreting guest behaviour / Using the “sandwich technique” to handle difficult situations / Taking customer service to the next level – the IFH

® DARRE technique

Duration One day 10:00 to 17:00

8


THE POWER OF POSITIVE COMMUNICATION Applying positive communication techniques to positively influence customer perception and optimise revenue opportunity IFH-Skill Seminar This course is for all members of the sales team who have customer-contact over the telephone. Seminar-Goals Participants will be familiarised with techniques that can be used to identify customer needs over the telephone. Participants are made aware of the importance of understanding the customer’s expectations and the value they place on service delivery. They will learn the tips and tricks on how to rhetorically win over the customer and positively influence them to buy more. The delegates will also be given guidelines on how to effectively handle difficult situations with customers. Seminar-Topics / Effectively identifying customer needs / Using correct phrases, and modulation to positively influence customer perception over the

telephone / Communicating competence over the telephone / Basic communication skills and applying the communicator – recipient technique / Utilizing the “ Sandwich-Technique” to handle difficult situations / Applying positive phrasing and sentencing / Key closers to get the customer to buy / “No” doesn’t necessary mean “No” – Effectively handling objections / Using examples to phrase daily situations on the telephone – The Sales Persons rhetorical

“Tool-Box” / The techniques used to assist in maintaining the control of the telephone call.


9


FRONT OFFICE

10


EFFECTIVE FRONT OFFICE ORGANISATION Optimising the front office through effective application of systems and procedures IFH-Specialist-Training This training is for front office managers, reservation managers and their assistants. Seminar-Goals The participants will be introduced to the techniques that assist them in optimising the organisation within the Front Office department. They will explore the importance of setting standard operating procedures for each of the key operational areas. The programme also defines methods of effectively planning and administrating departmental induction of new employees. The participants will review ways of evaluating the personal requirements for the department and the skills needed by today’s front office managers to successfully run a professional front office. Seminar-Topics / Prerequisites of professional organised front-office / Completion of a “Health Check” for the front office / Methods and techniques for setting systems and procedures / Setting manning guides for front office / The job description – a personal development tool / Developing personal specification outlines for effective recruitment / The impact of standards in the front office and establishing workable guidelines for the

department / Effective induction of new team members through structured training plans / The fundamentals of personal time management / Creating and introducing shift checklists / Practical examples, team exercises Duration Two days Day one 10:00 to 18:00 Day two 09:00 to 17:00

11


CUSTOMER FOCUSED SERVICE DELIVERY AT THE FRONT DESK The application of customer focused service delivery at the Reception IFH-Skills Training Customer Service Agents working at the Reception Desk. Seminar-Goals The participants will identify the impact they have on customer perception and how it contributes to strengthening customer loyalty with their hotel. They will explore methods to ensure that the customer receives a positive impression from the first point of contact. The seminar focuses on the key factors that contribute to customer-oriented service delivery during Check-In, contacts via the telephone and at Check-Out, ensuring that all members of the reception team play their role in developing the customers bond with the hotel. Seminar-Topics / Defining the role of the Customer Service Agent / Effective techniques when offering assistance / The functions of the reception from a customer’s perspective / The internal role of the reception within the hotel / Asking the right questions to ensure we deliver optimal customer service / Handling difficult situations professionally with customer

• Walk-In • Early Check-In • Late Checkout

/ The Customer -oriented Checkout / Handling difficult Check-Out situations / Handling complaints on departure / Handling customer requests for rebates / Using positive communication techniques with the customer / Practical examples and group exercises Duration One day 09:00 to 18:00

12


PROFESSIONAL UP-SELLING AT FRONT DESK Optimise revenue opportunities through suggestive up-selling techniques with every customer encounter at the Front Desk IFH-Basic Seminar This training is for all Front Desk employees who have direct customer contact. Seminar Goals The participants will be shown methods that enable them to identify potential up-selling opportunities – be it up-selling to a higher category of room or through add-on sales of additional hotel services and amenities. Seminar-Topics / Optimise every Customer Encounter at the Front Desk / Learn how to sell Value over Price / Learn techniques to position the hotel against the competition / Learn simple Quick-Win Up-Selling Techniques and Processes / Explore Up-Selling Techniques and their effects of customers to buy / Selling higher category rooms through the Value-Added Sales Technique / Selling additional hotel services through effectively judging the guest’s needs / The steps to applying the “Suggestive Selling Approach” / Using customer WIIFM’s (What’s in it for me?) to successfully close the sale / The IFH

® 7-step approach to professional up-selling


13


HOUSE KEEPING

14


HOUSEKEEPING MANAGEMENT Professional organisation, leadership and preventive maintenance in housekeeping, assuring a sustainable quality IFH-Management Training This course is designed for Housekeeping Managers, Supervisors in Housekeeping and Rooms Division Managers and Resident Managers. Seminar-Goals The participants will learn the principles of professional organisation and standardisation in housekeeping. They will receive an insight into cost responsibility of housekeeping within rooms division. Checklists introduced during the course enable the participant to use and convert the acquired knowledge profitably, back in their own operations. Seminar-Topics / Requirements for leadership in housekeeping / Organisational and personal skills of a professional housekeeper Leadership traits of a

director of housekeeping / How to motivate and install team spirit Increasing productivity / Defining and implementing Standard operating procedures for Housekeeping / Budgeting and controlling of payroll and other expenses for housekeeping within the

framework of the “Uniform System of Accounts for the Lodging Industry” / Managing the budget and the calculation of staff cost and other expenses / Comparative calculation of payroll verses outsourced services / Preventive maintenance as a key to reduce renovation cost / Setting and communicating standards / Standards as a basis for outsourcing / Budgetary and organisational advantages of outsourcing / Identification of major threats of working with outsourced services / Practical ideas for staff motivation including motivation factors and applicable techniques / Practical ideas for motivation of housekeeping staff enhancing quality and productivity / Practical exercises and group work Duration Two days Day one 10:00 to 18:00 Day two 09:00 to 17:00

15


THE ROOM ATTENDANT – A PROFESSIONAL SERVICE PROVIDER Demonstrating customer-focused behaviour and higher service quality in housekeeping by professional room attendants IFH-Basic Training This training is for Room Attendants and Housekeeping staff with direct customer contact. Seminar-Goals Participants will learn the importance of their role as a service provider. With this knowledge, they will be introduced to methods which when applied ensure that positive communication is maintained with the customer. They will understand their role as customer service professionals. In addition, the participants will learn methods of effectively organising the cleaning of a hotel bedroom and the impact that standards play in the eyes of the customer. Seminar-Topics / The role of a professional room attendant within the service chain / The traits of a professional room attendant / The importance of standards when cleaning a bedroom / Identifying various customer types / Effectively identifying customer needs / Hygiene and uniform standards / Differentiating politeness, friendliness and anticipation / Basic communication skills and how to apply it in practise / The communication guide lines for use when dealing with guests / Security whilst on duty to protect your guests from thieves / The importance of security and discretion / Applying positive phrasing and sentencing / Applying positive communication techniques in difficult situations / Using the “Sandwich Technique” / Efficient cleaning techniques / The key differences between check-outs and stay-overs / Correctly handling lost and found / Practical examples, group exercises Duration One day 09:00 to 18:00

16


FOOD & BEVERAGE

17


F & B MANAGEMENT Professional organization, leadership and preventive maintenance in food and beverage outlets and kitchen, assuring a sustainable quality IFH-Management Training This course is designed for Managers and Supervisors in Food and Beverage, including restaurant, bar and kitchen and stewarding. Seminar-Goals The participants will learn the principles of professional organisation and standardisation in food and beverage areas. They will receive an insight into cost responsibility of the different areas of restaurant, bar and kitchen. Checklists introduced during the course enable the participant to use and convert the acquired knowledge profitably, back in their own operations. Seminar-Topics / Requirements for leadership in food and beverage / Organisational and personal skills of a professional manager. / Leadership traits of a manager in a food and beverage outlet or in the kitchen or stewarding / How to motivate and install team spirit Increasing productivity / Defining and implementing Standard operating procedures for food and beverage outlets and

support departments / Budgeting and controlling of payroll and other expenses within the framework of the “Uniform

System of Accounts for the Lodging Industry” / Managing the budget and the calculation of staff cost and other expenses / Comparative calculation of payroll verses outsourced services / Setting and communicating standards / Standards as a basis for outsourcing / Budgetary and organisational advantages of outsourcing / Identification of major threats of working with outsourced services / Practical ideas for staff motivation including motivation factors and applicable techniques / Practical ideas for motivation of service and back of house personnel enhancing quality and

productivity / Practical exercises and group work Duration Two days Day one 10:00 to 18:00 Day two 09:00 to 17:00

18


FROM ORDER TAKER TO ORDER MAKER Generating restaurant revenues by utilizing professional up-selling techniques IFH-Skills Training This training is for all employees with direct customer contact when working in the restaurant. Seminar-Goals Participants will be able to effectively identify the needs of the customer and thus allow them to create the opportunity to successfully sell and up-sell in the restaurant. They will recognize sales opportunities more quickly and will increase their sales by applying suggestive selling techniques which in turn increases revenue. The training also identifies methods to pro-actively prevent complaints as well as identify ways of communicating positively with difficult customers! Seminar-Topics / The challenges of delivering professional service quality daily / The traits of a professional service team and the individual team members / Identifying the requirements of the professional restaurant employee / The meaning of customer expectations / The customers motive for a restaurant visit and the impact of the sales process / How to evaluate the expectations of the customer correctly / The professional service flow / Key factors to ensure an efficient service / Identifying sales opportunities / The different ways of how to communicate actively with the customer / The fundamentals of selling / Identifying various selling techniques. / The principles of suggestive selling and up-selling techniques / Setting and achieving revenue targets / Dealing with difficult customer situations / Professional customer service delivery in the restaurant / Role play practise using video-feedback Duration One day 09:00 to 18:00

19


LEADERSHIP &

MANAGEMENT

20


THE CORE PRINCIPLES OF LEADERSHIP The fundamentals of professionally managing and communicating with a team IFH-Management Training New or recent leaders will be given a foundational tool set and skill set enabling them to gain more confidence in leading themselves and their teams effectively. Whilst providing concrete tips and advice participants will have the chance to learn, apply and develop the skills in role plays, interactive group discussions, and self assessments. Seminar-Goals Participants will be able to effectively identify the needs of the customer and thus allow them to create the opportunity to successfully sell and up-sell in the restaurant. They will recognize sales opportunities more quickly and will increase their sales by applying suggestive selling techniques which in turn increases revenue. The training also identifies methods to pro-actively prevent complaints as well as identify ways of communicating positively with difficult customers! Seminar-Topics / Understand the power and impact of your mindset on your behaviour / Explore the core of leadership and know how it differs from management / Identify and create development goals and actions / Identify your priorities and manage your time more effectively / Explore and become aware of the impact of the non verbal elements of communication / Learn and apply the skills of active listening / Chair or facilitate effective and productive meetings / Deliver effective and constructive feedback / Practice exercises, group discussions, and practical examples Duration Two days Day one 10:00 to 18:00 Day two 09:00 to 17:00

21


POWERING PROJECTS THROUGH TEAMWORK Successfully achieving project objectives through the use of effective teamwork IFH-Management Training This training is for team leaders – department heads, department managers and supervisors with the responsibility for managing project teams. Seminar-Goals participants will be introduced to the fundamentals of what makes a good working team, they will understand the characteristics of successful teamwork, the role that communication place in effectively managing projects. The course also gives the participants a sound grounding in the key success factors of efficient project management. Seminar-Topics / Understand what a team is / Defining the difference between work groups and teams / The stages of team formation and the characteristics of successful teams / Exercise on team formation – Understanding where we are? / Five tactics for high performing teams / The impact of communication on teamwork / Teamwork and its link to project management / The systematic approach to project management / AIMS – The key to good project planning and involvement of the team / Milestone planning / Risk Identification – Ishikawa Analyses / Dependency networks / Managing time and the team / Practical exercises and discussion work Duration Two days Day one 10:00 to 18:00 Day two 09:00 to 17:00

22


IT’S TIME FOR TIME MANAGEMENT Managing the increase of daily tasks more effectively, and achieving better results through applying professional self-management techniques IFH-Management Training This course is targeted at General Managers and Heads of Department who are responsible for task and project planning. Seminar-Goals Win back more time! Participants will learn organisational and management techniques tailored to the hotel industry that will support them in efficiently planning their time. Through a process of self-analysis during the seminar participants will gain confidence in themselves to put the newly acquired skills into practice freeing up time to take on additional responsibilities. Seminar-Topics / Why time-management, is it a challenge? / The effects on your career and your personal life of establishing personal goals / The characteristics and techniques of organized managers / Identifying the daily work load / Effective prioritising through the “Eisenhower-Principle” / Evaluating each task by using the “COREQ” - Model / Applying methods of self-organization / Defining the importance of tasks using “Importance” indicators / The tidy desk – is it a dream or reality? / Working effectively with written communication / Efficient use of email / Organizing and handling your daily eMail load / Streamlining work processes to maximise productivity / Working with outlook or a PDA / Identifying and eliminating “Time Wasters” / Tried and tested techniques for efficient planning and self-organisation / Effective delegation techniques / Self-assessment exercises Duration One day 09:00 to 18:00

23


PROFESSIONAL PRESENTATION SKILLS Presenting your hotel, a business plan, budgets or a new idea more professionally IFH-Management Training This course is for Hotel Owners and General Managers, Managers, and Heads of Department. Seminar-Goals Participants will learn how to present their point of view, convincingly in a group situation. They will learn the basic principles of public speaking (applying voice, choice of language and personality), and techniques to reduce inhibitions when speaking publicly. The delegate will understand how to set goals for a presentation, and prepare a creative and stunning presentation. The techniques will enable participants to utilize various presentation techniques and also make convincing and off-the-cuff presentations to a variety of audiences. Seminar-Topics / Rhetorical assessment / Investigate how others perceive me / Understand how to define what is important for the audience / Setting goals for the presentation / The tools to prepare a presentation professionally / Using creativity to raise attention / The rules to effectively handling feedback / Using your voice, breathing and phrasing effectively while speaking publicly / Semantic word games / Utilising positive dialectic methods to convince your audience / Using an overhead or Power-Point presentation / Competently handling objections / Holding an “off-the-cuff” speech / Tips and techniques to combat nerves / Preparing an effective hotel presentation / Practical exercises and group work / Feedback using video Duration Two days Day one 10:00 to 18:00 Day two 09:00 to 17:00

24


PROFESSIONAL HOTEL ACCOUNTANCY Implementing professional hotel accountancy practices based on "The Uniform System of Accounts for the lodging Industry" IFH-Specialist Training This course is designed for Assistant General Managers, Heads of Departments, Assistant Heads of Department and Management Trainees. Seminar-Goals The participants will learn the principles of professional hotel accountancy. They will receive an insight into the economic relationships of the entire business. Indices and checklists introduced during the course enable the participant to use and convert the acquired knowledge profitably, back in their own operations. Seminar-Topics / Determining the profitability of a hotel. The cost of building a hotel verses the return on

investment / Introduction to the “Uniform System of Accounts for the Lodging Industry” Departmental

revenue and cost, operational profit (profit centres) Lodging, food and beverage and other operating departments. Functional departments (cost centres). Repair and Maintenance, Marketing and Sales, Administration, Energy, “Gross Operating Profit” (GOP) and “Net Operating Profit” (NOP)

/ International benchmarks, Food-cost, staff-cost etc. / Practical calculations, cost percentage. Food cost and sales profits, budgeting staff cost.

Yield, revenue per available room, etc. / The “Break Even Point”. Calculation based on room-nights. Calculation based on price / The chances and challenges of outsourcing. Comparative calculation

Ensuring quality standards / Practical exercises with the IFH-model hotel Duration Two days Day one 10:00 to 18:00 Day two 09:00 to 17:00

25


TRAIN THE TRAINER Professionally preparing and holding group training session for all departments in the hotel IFH-Specialist Training General Managers Heads of Departments, Assistant Heads of Department, Training Managers and Departmental Trainers. Seminar-Goals The participants will explore how the methods necessary to professionally prepare skills based group training sessions from concept through to delivery. Effective training techniques that enhance the transfer of knowledge are covered in detail during the course of this three day training programme. The participants will be exposed to methods of measuring how effective the training was through questioning techniques. Seminar-Topics / The fundamentals of effective training programs / Correctly handling pre training nerves / The structured training program from conception to delivery / The fundamentals of effective learning / Utilising different teaching techniques / Communicating with your participants / Creating positive group dynamics / Handling difficult training situations / Motivating training groups / Identifying how my delivery style effects others / Professionally using supporting tools (AV/Flip chart etc.) / Giving critical feedback / Group work and discussions / Practical exercises using Video feedback Duration Three days: Day one 10:00 to 18:00 Day two 09:00 to 18:00 Day three 09:00 to 18:00

26


COACHING AS A LEADERSHIP TOOL Utilizing effective coaching techniques to develop and motivate IFH-Specialist Training This course is designed for newly promoted Managers and Department Heads with responsibility for managing and developing teams. Seminar-Goals The program enables the delegates to plan and conduct a professional coaching program for an organisation and understand how the department can benefit long term. The delegates will understand their role as a coach as well as the responsibilities attached to this role. Seminar-Topics / Definition of coaching, leading and managing / The goals of a coach / Why use coaching and where is it best applied / Characteristics and personal qualities of a good coach / Characteristics of the Coachee / Defining expectations / Structuring and defining a coaching session / Impact of communication on coaching / Use of questioning techniques during coaching / Providing constructive criticism and impromptu feedback / Developing a coaching plan / Identifying strengths of the coachee / Setting goals for an effective coaching plan / Team sessions, role plays and video feedback Duration Two days: Day one 10:00 to 18:00 Day two 09:00 to 17:00

27


SALES, MARKETING &

DISTRIBUTION

28


PROSPECTING FOR SALES Effective techniques and strategies to hunt for prospects and qualify new business IFH-Skills Training This training is especially designed for sales support staff and sales persons responsible for business development. Seminar-Goals Participants will be able to put into practice effective techniques to qualify new customers via the telephone and identify sales opportunities. They will be introduced to methods that can be used to handle difficult situations when using the telephone. They will learn how to gain the customers trust, and the different techniques needed to effectively set up an appointment for a sales meeting. Seminar-Topics / Fundamentals related to telephone communication / The barriers in telephone sales / Traits of a professional hotel telesales person / Understanding marketing and searching the Internet / Identifying the right customer / Preparing the call efficiently / The benefits of telesales activities / Setting the right goals / Measuring success in telesales activities / Tips and tricks to finding the right contact / Effective call openings to create customer interest / How to obtain more information by using effective questioning techniques / How to successfully arrange a sales meeting / The IFH® -Call Strategy to obtain more sales call appointments / How to handle objection effectively / Presenting USPs and using descriptive rhetoric for telephone communication / Role play exercises Duration One day 09:00 to 18:00

29


THE FUNDAMENTALS OF HOTEL SALES An introduction into the definition of the role and responsibilities of the hotels sales force IFH-Skills Training This training is for new members of the sales team (maximum 1 year’s sales experience) who are being developed to join the hotels field sales force. Seminar-Goals Participants will be shown techniques required to represent their hotel with a customer-focused viewpoint. They will understand the principals of the market and the different segments, and how to approach new sales responsibilities. Additionally they will be introduced to the foundations of effective physiological selling techniques and how to apply them during their day-to-day contact with prospects and customers. Seminar-Topics / Defining the key roles of the hotel sales person / Demands on the hotel sales person, motivation and how to deal with rejections / Business manners and rituals - using the correct etiquette during sales calls / Understand the market and the structure of a corporate client / The organizational pyramid of an industrial enterprise / The cycle of sales and the sales processes to acquire new customers / Identifying business potential within the various departments of a company / Time Management - Planning of activities and ensuring efficiency / Effectively handling a sales call under time pressure / Introduction of buying motives when purchasing a product / Defining personal goals / Understanding the different types of sales contacts / Managing the business: Definition of Business Mix, understanding the rates and how to apply

the correct rate / Team work with the in-house sales team Duration One day 09:00 to 17:00

30


PITCHING AND WINNING - PROFESSIONAL SELLING SKILLS IN HOTEL SALES Developing new business - Qualifying, Pitching for MICE, business travel or leisure contracts IFH-Skills Training This training is for Sales Managers or Regional Sales Executives who develop new accounts. Seminar-Goals Participants will learn how to professionally reach, prepare and approach new prospects. They will also learn how to gain the customers trust, and the different techniques needed to effectively set up an appointment for a sales meeting and understand the strategic methods to apply when asking for the meeting. They can define measurable goals and use effective communication skills. They will learn techniques required in managing a strategic sales pitch with a potential new customer and understand the benefits of using positive justification methods within the framework of the discussion with the customer. Seminar-Topics / Customers’ choice and individual motives when making a buying decision / Setting up appointments over the phone professionally / Understanding making and searching the WEB / Identifying the right customer / Preparing the call efficiently / Key rational and emotional motives that influence the purchasing decision when selecting a

contract hotel / The sales cycle and the benefit in utilizing telephone selling activities / Setting the right goals / Effective call openings to create customer interest / How to obtain more information by using effective questioning techniques / How to successfully arrange a sales meeting / The IFH

® -Call Strategy to obtain more sales meetings

/ Positive phrasing and communication / How to deal correctly with customer resistance / Creating benefits statements and analyzing the hotel’s products and services and how to

present them in a beneficial fashion / Key methods to qualify the customer and how to identify the room night potential of a local

corporate and a leisure customer / Identifying business potential of conference and meeting/event customers / The customer profile for the business potential analysis / Defining benefits and utilizing statement in the presentation / Strategies to overcome typical customer objections handling objections / Handling objections / Practical examples, video role play, team exercises Duration Two days: Day one 10:00 to 18:00 Day two 09:00 to 17:00

31


ADVANCED SELLING AND PRESENTATION SKILLS IN HOTEL SALES Make a deal! Professionally communicate, present and close a deal in a competitive business environment IFH-

LearnEvent

This training is for Sales Managers or Regional Sales Executives who are responsible for developing new accounts. Delegates should have extensive experience in sales. Seminar-Goals Participants will learn how to use a professional business language, positive phrasing and rhetorical finesse. They will also understand how to strategically structure and design an individual corporate or hotel presentation that features a customer solution. They will discuss innovative ways for contracting new corporate customers in tougher markets. It will be explored the effects of utilizing direct closing techniques after the presentation. Seminar-Topics

• The current marketing in the global corporate hotel world • RFP Processes for corporate agreements or business • Requirements of Travel Managers for a sales meeting and the expectations to the sales

manager • A Travel manager’s and a MICE organizer’s criteria for selecting hotels and the decision

making process • Identifying the needs and requirements of the customer during a follow-up sales calls • Structuring a sales meeting and steering the dialog • Individualizing the sales presentation and boosting a business solution • The fundamentals of rate presentation and negotiation • Selling dynamic pricing models and the applicable booking tools • The contracted hotel in the process of a corporate travel management structure • Delivering of bad messages and presenting a solution when room nights are not

achieved, contract will be terminated, rate increases • Presenting USPs and differentiating them to the competition • Practical examples, team exercises

Duration Two days: Day one 10:00 to 18:00 Day two 09:00 to 17:00

32


ACCOUNT MANAGEMENT 360 AND STRATEGIC SELLING Taking a full 360 approach to setting account goals and defining a sales strategy for key accounts and how to monitor their success IFH-

LearnEvent

This is for Sales Managers of hotels or Regional Sales Executives who develop new accounts. Delegates should have extensive experience in selling skills. Seminar-Goals Participants will learn how to strategically and competently define key accounts and separate them from prospects. In addition they will explore the requirements needed to set up a systematic account management system within the sales department. The participants will also understand how to monitor the account development and to improve long term sales revenues. They will discuss innovative ways for contracting new corporate customers in tougher markets. Seminar-Topics / Latest changes in the key markets of corporate travel / Changes in the role of a sales person / The impact of modern RFP Processes for to the sales cycle / Impact for Travel Management Systems in the future / Criterion to measure an account performance / Evaluation and categorization of an account / Key criterion for account performances / Setting account goals for the account manager / Defining annual account strategies / Analyzing the sales performance of an account / Enhancing the booker and decider network within an organization / Account management of local corporate customers / Creating an annual account plan set measurable activities / Identifying the needs and requirements of the customer during a follow-up sales calls / Understanding the full Life Time Value of customer / Defining an annual account call frequency / Defining the need of Sales man power for an effective sales team / Identifying cross selling opportunities / Brick walling the customer from the competitor / Setting up a network structure / Working with online networking platforms / Etiquette for electronic networking / Enhancing the size and quality of a network / Practical examples, team exercises Duration Two days: Day one 10:00 to 18:00 Day two 09:00 to 17:00

33


EFFECTIVE NEGOTIATION SKILLS How to successfully steer negotiations and contracting discussions with local corporate customers and MICE bookers IFH-

TrainingElite

This is for Director of Sales or General Managers of hotels or Regional Sales Offices. Seminar-Goals Participants will learn how to strategically and competently manage contract negotiation with existing customers or new accounts. In addition they will explore the requirements needed to set up a systematic negotiation and how professionally to prepare for it. The participants will also learn the communication techniques to effectively and confidently manage and win price negotiations with customers as well as how define a strategy. Seminar-Topics / The role of a negotiator / Understanding the risks and analyzing the point of being professional / The fear factors before and during a negotiation / Understanding the principle of the WISH – WANT – WALK Principle / The key objectives for any negotiations / Setting objectives for the sales meeting / Developing and presenting solutions / The team negotiation (case-study-exercise) / How to prepare professionally for any negotiation / Identifying the needs and requirements of the customer / The principles of a contract negotiation and the long term impact on the customer relationship / Positive communication during an emotional negotiation / How to win price negotiation discussions – which strategies work? / The steps of rate negotiations for CORP contracts or MICE contract. / Practical examples, team exercises and feedback using the video analysis Duration Two days: Day one 10:00 to 18:00 Day two 09:00 to 17:00

34


HOW TO LEAD A SUCCESSFUL SALES TEAM 10 Key Principals to improve the efficiency and the motivation of the sales department IFH-

LearnEvent

This is for Directors of Sales or General Managers of hotels or Regional Sales Offices. Seminar-Goals The delegate will understand what tools are available to efficiently lead and build a sales team. The participants will learn to use these effective tools to lead a field sales team. They will understand how to strategically identify individual requirements of motivation needs. The setting of systematic goals and clear lines of communication will be discussed and the participants will also learn the techniques to effectively assists the sales team and understand what techniques will improve their performance. Seminar-Topics / The leadership role of a Director of sales and a General Manager / Building relationships to the hotel’s owner / Understanding the objectives of the management company / Characteristics of a leader / The role of a manager and the role of a leader / Personality types and their leadership requirements / Understanding the GM’s responsibilities and how they should support the sales team / Key criteria for the perfect sales team / Evaluating your personal leadership style and skills / Assessing your sales team and their personalities / Defining how to communicate with the team / Setting hard and soft goals / Setting the individual goals for each team member / Measuring the success of a sales team and developing a team spirit / Setting account goals and controlling your accounts / Setting standards and ensure a defined level of quality of the sales activities / Induction planning for new team members / Controlling and correction behaviour Duration Two days: Day one 10:00 to 18:00 Day two 09:00 to 17:00

35


CLASSIC HOTEL DISTRIBUTION – SELLING TO THE INDUSTRY An introduction of the traditional distribution channels and how to sell professionally to industry partners IFH-

LearnEvent

This is for Sales Managers of hotels or Regional Sales Executives, Front Office and Revenue Managers. Seminar-Goals Participants will understand how the key distribution partners of the hotel industry work and what are their needs and requirements to establish long term relationship with hotels. They will learn how to apply the correct rate structure, commission payment plans and how to approach each partner in their language in order to define the applicable sales strategy. The delegate will learn over 100 abbreviations of the industry and their meaning. Seminar-Topics / The core distribution partners and a path of a hotel booking travels through all channels / Definition of travel agent, consortia, MEGA, TMC, tour operator, incoming agent, DMC,

wholesaler, PCO and incentive agent / Working with Airlines for layover, stop over and crew business / Cooperation with a tourist board and various associations / The fundamentals of GDS distribution / Definition of a professional rate structure / Increasing business from consortia / The do’s and don’s when working with travel agents and tour operators / Commission payments – when, how and how much / Travel management companies and their requirements for a hotel agreement / Implant offices and their role when it comes to hotel agreements / Definition and applications of over 100 industry abbreviations Duration Two days: Day one 10:00 to 18:00 Day two 09:00 to 17:00

36


THE FUNDAMENTALS OF EDISTRIBUTION Understanding the fundamentals of how electronic distribution can support the hotels overall effort to increase sales IFH-

LearnEvent

This is for Sales Managers of hotels or Regional Sales Executives, Front Office and Revenue Managers. Seminar-Goals Participants will understand the principles of GDS and IDS distribution. They will learn how to differentiate the between the various booking channels and understand their individual impact on distribution costs as well as their market reach. Furthermore it will be explored how to implement new distribution channels and how to monitor these. The delegates will be introduced to the latest industry jargon and the correct definitions. Seminar-Topics / The history and evolution of eDistribution / The impact of WEB 2.0 to the hotel and travel industry / GDS Connectivity and their characteristics / The future of GDS and its impact to internet booking platforms / Key facts how to differentiate the retail, merchant and opaque model / Single image inventory the golden rule of distribution / Rate loading, system updates, forecasting processes / Special channels for business and leisure travel / Latest development for MICE booking platforms / The “must-have” Tools for Distribution Success / Research and Analysis / Interactive Exercises and Discussions Duration Two days: Day one 10:00 to 18:00 Day two 09:00 to 17:00

37


PROFESSIONAL CREATION OF A SALES FOCUSED HOTEL-WEBSITE Strategies to drive traffic and incremental revenue from your hotel’s WEB site IFH-

LearnEvent

This is for Directors of Sales & Marketing, Directors of Business Development, Revenue Managers, General Managers. Seminar-Goals The participants will be taken through a step by step approach to utilizing and optimizing their presence in the WEB. From enhancing the hotels WEB site to leveraging the traffic, this fast paced course covers the “need to know” facts of successfully engaging your customers, enhancing your market positioning and maximizing revenue opportunity using your hotel “WEB Window”. Seminar-Topics / Evolution of Hotel Websites / Terminology – Definitions and industry jargon / Latest research of the travel and retail industry – Facts and figures – Trends of online

customer behaviour / How to create an exciting and intuitive Hotel Website (Layout, content, features) / Making an impact by selling Packages and offers on-line with the right “call to action” / Optimizing the use of your booking engine using Quick-Res Masks and “Deep links” / Case studies on WEB Page optimization – Getting the most out of your WEB $ investment / The power of n-line marketing or: The online marketing landscape: getting to know the

activities / Emailing marketing best practice – Tips and Tricks / Using Analytics to measure impact and success / Optimal site structure and navigation flow – The WEB site health check / The 10 sins to avoid when assembling a new web site / The basic of eMarketing legislation (data protection, copyright) / How to increase quality website traffic? New tools for search engine optimization / Utilization of importance of professional images, 360 tours / The professional agency brief / The fundamental of SEM and SEO / WEB templates and tool box / Maintaining the Website and investments requirements / Shifting traditional marketing budgets to eMarketing funds Duration One day: 09:00 to 17:00

38


THE POWER OF SOCIAL MEDIA Utilizing Social Media to engage your customers and optimize your market reach IFH-

LearnEvent

This is for Directors of Sales & Marketing, Directors of Business Development, Revenue Managers, General Managers. Seminar-Goals The participants will learn how to work successfully with an array of different social media platforms. The participants will understand how to commercially utilize the platforms to engage their customers and enhance the hotels market positioning and reach. The course will highlight to the participants the impact of social networks in today’s hospitality business and the long term impact they will have for the industry. Seminar-Topics / The evolution of Marketing / The evolution of social media / The social arena marketing / The importance of social media and why they have to be on our radar / Overview and categorization of social media – From Twitter, Facebook, MySpace to Trip

Advisor’s of the industry etc… / The key objectives of the major social media sites / The 10 relevant platforms for the hospitality industry / Travel Review sites – A review of the landscape and the players / Working with TRUSTYOU and SYSOMOS / Successfully handling good and bad feedback – Tips and tricks to marketing reviews work for

you / The basics of how to set up a commercial and personal account / The professional Social Media SWOT for my own hotel that will lead you to the 5W’s / The world of blogs and their impact today and in the future / The relevance of creating your own blogs / Committed requirements when working with social media Duration One day: 09:00 to 17:00

39


STRATEGIC EMARKETING Utilizing professional tools to create and launch a strategic Web Marketing Campaign IFH-

LearnEvent

This is for Directors of Sales & Marketing, Directors of Business Development, Revenue Managers, General Managers. Seminar-Goals The course will introduce the participants to a state of the art approach to eMarketing campaigns. The participants will be shown a logical step by step approach of how to plan and execute strategic eMarketing by utilizing the latest tools available. The potential of optimizing revenue opportunities through the strategic approach to eMarketing is a focus of this course. The participants will also be shown methods of accurately measuring the success and ROI of their “WEB Dollars”. Seminar-Topics / Professional analysis and measurement criteria to obtain the best ROI / How to work with META Search Engines / Paid and unpaid ads / Characteristics of eMarketing campaigns / Planning and outlining eMarketing campaign / Selecting our market / Selecting the appropriate ad tools (banner, pop ups, add-ins, mouse-overs etc…) / Case study of best practise campaigns / Tricks and Tips for extensive SEO / Strategic Partnership – improving your within Search Engines / Understanding and selection of tactics / Using, sharing, casting, networking, blogging, steaming, publishing to enhance a hotels

eMarketing / Technical, HR and Know How requirements for executing a professional campaign / Mobile devise strategy Duration One day: 09:00 to 17:00

40


REVENUE MANAGEMENT AND

RESERVATIONS

41


INTRODUCTION TO THE FUNDAMENTALS OF REVENUE-MANAGEMENT Utilizing effective Revenue management best practices in regard to optimize revenue growth within the Revenue Department IFH-

Specialist-Training This training is for Owners, General Managers, Front Office and Reservation Managers with the authority to make rate and space decisions. This seminar is geared to hotels with 50+ rooms that operate in a market with at least two different demand periods. Seminar-Goals Participants will be familiarized with the fundamentals of Yield and Revenue Management. They will learn how to practically apply these fundamentals back at work. Through the course of the seminar participants will understand how to define a daily selling strategy and how to operate a daily budget. The principles of utilizing professional forecasting methods and defining a daily business mix will also be introduced. Seminar-Topics / Definition of yield management / How is yield management applied in hotels today? / The principles of forecasting / Creating the optimal rate mix per demand season / Defining and applying the correct demand period / Example-calculation with the key yield indicators / Reviewing the advantages of using yield indicators instead of average rate and occupancy

percentages to measure department profitability / Key factors of modern revenue management / Steps to implementing revenue management / Possibilities of putting revenue management into practice / Practical examples, team exercises Duration Two days: Day one 10:00 to 18:00 Day two 09:00 to 17:00

42


TACTICAL REVENUE MANAGEMENT USING STRATEGIC DEMAND BASED PRICING How demand based pricing and tactical revenue management strategies can generate increased bottom-line profit and optimise revenues IFH-

Specialist-Training This training is for Owners, General Managers, Front Office and Reservation Managers with the authority to make rate and space decisions. This seminar is geared to hotels with 50+ rooms that operate in a market with at least two different demand periods. Participants attending this programme must have attended the IFH

® Seminar “Introduction and Fundamentals of Revenue

Management” or they should have a very sound background of the fundamentals of revenue management within front office and reservations departments. Seminar-Goals Participants will be able to set and apply effective short and long-term rate management strategies. In addition the participant will learn how the various distribution channels can be used to positively impact a hotel’s revenue potential. The seminar will also introduce the participants to methods that can be used to evaluate and control revenue management processes that ensure a hotel maximizes its revenue opportunity. Seminar-Topics / Analyzing the competition and their rate strategies / Tools for the competition check / Creating strategic rate structures and incorporating these into an effective yield strategy / Creating different BAR Levels / Corporate and Leisure BAR Rates and how to communicate to the customer and the sales

team / Setting and applying sales focused “Price Fencing“ / Effectively applying key revenue management controls / Utilising GDS/IDS distribution channels to positively impact yield / The importance of rate parity in professional revenue management / Group discussion and team exercises / Practical Exercises Duration Two days: Day one 10:00 to 18:00 Day two 09:00 to 17:00

43


REVENUE MANAGEMENT DYNAMICS AND ANALYSES Using key marketing information and financial analyses to optimise future revenue opportunity using trending with a focus on optimising total hotel profit IFH-

Specialist-Training This training is for Owners, General Managers, Front Office and Reservation Managers with the authority to make rate and space decisions. Participants attending this programme must have attended the introduction to the fundamentals of revenue management and tactical revenue management using strategic demand based pricing. Seminar-Goals Participants will be shown the key steps to analysing revenue management data, as well as understanding the impact that Group and MICE business has on their current revenue management strategy and how to apply best practice in managing and controlling group allocations. They will also understand how to use key measurement criteria to assist in evaluating the hotels complete profitability. Seminar-Topics / Review of the core elements of professional revenue management / Best practice for historical data analyses and trending / Analyses of group/MICE business and its impact on revenue management / Evaluating key KPI as they relate to revenue management / Using key data to evaluate the hotels current positioning / Key steps to trending and evaluating the impact of revenue management strategies / How to effectively communicate revenue management strategies internally / Group discussions and team exercises Duration Two days: Day one 10:00 to 18:00 Day two 09:00 to 17:00

44


QUALITY IN PROFESSIONAL RESERVATION SALES The key steps to professionally taking room reservations and effective communication skills IFH-

Skills Training This training is especially designed for persons who are new to Reservations and Front Office and require development and understanding in the essential steps of professionally taking a room reservation. Seminar-Goals The participant will be prepared to professionally take room reservations over the telephone. In addition they will understand the different quality factors that have a direct impact on the call flow. They learn to utilize professional communication skills and to influence the customer’s perception of the quality of the hotel. The participant will grasp the key steps that are required to take a room reservation professionally, and they will be shown key communication tools that will assist them in handling difficult situations such as obtaining guarantees and pre payment from a customer. Seminar-Topics / Defining the key phases of a reservation / The seven steps to effectively managing a reservation call / The key quality criterion for a professional reservation call / Effective call openers / Building customer rapport during a call / Defining the structure of a professional call / The impact of benefits in gaining customer commitment to buy / The foundation of effective sales / Professionally presenting your product / Techniques to ask for the business / Defining the differences between reservations and bookings / Correctly handling tentative/non-guaranteed and guaranteed reservations / Rhetorical tips and tricks to getting a guaranteed booking / Adding a “service benefit” within the reservation call / Professionally closing the call / Group discussion and team exercises Duration One day 09:00 to 18:00

45


PROFESSIONAL “UP-SELLING” IN ROOM RESERVATIONS Effectively selling higher category rooms through the “Alternative Selling” technique IFH-

Skills Training This training is for employees from Reservations or Front Office who have a solid background in reservation sales. The techniques used during the training are based on a hotel selling rooms via categories. The participants will be made aware of all quality factors within a reservation call that are key to ensuring a professional call flow. Seminar-Goals The course is focused completely on introducing the participants to a variety of selling techniques. Participants will be introduced to the latest methods in alternative selling techniques, and through the course of the seminar will be able to develop these skills so that they can be implemented immediately back at work. In addition the course will give the participant tools that will assist in securing a higher conversion of inquires into bookings. Participants will be shown methods that enhance a sales focused dialogue with their customers. The seminar focuses on maximising both revenue and occupancy through a sales focused approach to selling rooms over the telephone. Seminar-Topics / Review of the foundation of effective reservation sales / Identifying sales and revenue opportunities / Introduction to the sales responsibilities of a reservation agent / Exploration of various selling techniques / Advantages of the alternative and suggestive selling techniques / The steps to applying the “Alternative Selling Approach” / Defining price and product differentials / Effectively creating and using an alternative selling matrix / Using customer WIIFMs (What’s in it for me?) to successfully close the sale / The IFH

® 7-step approach to professional selling

/ Effective first and secondary closes / Selling BAR Rates to the customer and explaining rate types / The steps to effectively communicate rate restrictions to the customer / Effective selling across the major price bands (Flex rates/Promotions/Packages etc.) / Review of the key steps to taking a reservation / Group discussion and team exercises / Practical exercises and role plays Duration One day 09:00 to 18:00

46


MEETINGS; INCENTIVES; CONVENTION AND EVENTS

47


SUCCESSFUL CONFERENCE AND EVENT SALES Effective applying revenue focused selling techniques when taking MICE enquiries over the telephone IFH-

Specialist Training This training is for Meeting and Event Managers, their assistants and members of the Conference and Event Sales team. Seminar-Goals Participants will learn the key quality factors to create a professional call flow with their customers. They will be introduced to new effective questioning techniques that will help to identify various sales opportunities during an inquiry on the phone. They will be able to sell additional services using easily applicable selling techniques. After the training they will be able to handle customer objections professionally creating a positive impression as well as increasing success in sales, thus enhancing customer loyalty to the hotel. Seminar-Topics / Key factors for a professional call / Key criteria ensuring the quality and the sales impact / Defining the correct call flow and call phases / Question techniques to obtain key inquiry information / The rational and emotional fundamentals of selling / The key steps to selling successfully / Professional selling techniques and effective handling of customer objections / Utilizing customer needs and benefits in the selling process / The professional hotel introduction over the phone / Optimizing revenue through selling packages and add-on services / Up-selling techniques for daily delegate packages / Defining benefit statements and communicating it to the customer / Justifying room rental and set up charges / Confidently leading and winning price negotiations / Phrasing requests for deposit payments and special conditions / Techniques for successfully closing the sale / Application of positive phrasing when taking requests / Practise through role plays and feedback using telephone recordings Duration Two days: Day one 10:00 to 18:00 Day two 09:00 to 17:00

48


THE POLITE REGRET Applying positive communication techniques when saying “NO” to the customer IFH-

Skill Seminar This course is for all members of the sales team who have customer-contact over the telephone. Seminar-Goals Participants will be familiarised with techniques that can be used to identify customer needs over the telephone. Not every inquiry represents “good” business, and not always do we have the availability the customer wants. Delegates will understand the consequences of saying “NO” to the customer. They will learn skills of effective telephone communication and how to say “NO” politely, and its impact on customer service. Participants will also be made aware of possible rhetorical “Traps” and how to avoid these when using the telephone to remain in control of the conversation. Seminar-Topics / Effectively identifying customer needs / The effects of unprofessional telephone techniques on the hotel and the employee / Using correct phrases, and modulation to positively influence customer perception over the

telephone / Basic communication skills and applying the communicator – recipient technique / Utilizing the “Sandwich-Technique” to say “NO” / Avoiding “killer” clichés and phrases / Applying positive phrasing and sentencing / Using examples to phrase daily situations on the telephone / Communicating competence over the telephone / The techniques used to assist in maintaining the control of the telephone call. Duration One day 09.00 to 18:00

49


APPLICATION OF REVENUE MANAGEMENT PRINCIPALS IN MICE SALES Utilizing effective revenue management best practices to optimize revenue growth in the MICE department IFH-

Specialist-Training This training is for Owners, General Managers, Revenue Managers, and MICE Managers with the authority to make rate and space decisions. This seminar is geared to hotels with 50+ rooms that operate in a market with at least two different demand periods. Seminar-Goals Participants will be familiarized with the principles of revenue management as they apply to the area of Meeting, Incentive, conference and event sales. The course will give guidelines on setting up of basic tools to collect useful data to better understand past performance and to set successful targets and strategies to increase profits with the area of MICE sales. Seminar-Topics / Definition of revenue management / Understanding revenue parameters relating to MICE / Key MICE Revenue Management indices / Calculation of optimal room capacity factors / Creating the optimal rate mix per demand season / Defining and applying the correct demand period / Diary Management vs. Space Management / Steps to implementing revenue management in MICE sales / Basic revenue management tools in MICE sales / Displacement calculations / Possibilities of putting revenue management into practice / Practical examples, team exercises Duration Two days: Day one 10:00 to 18:00 Day two 09:00 to 17:00

50


GETTING IT RIGHT FROM THE START – PROFESSIONAL EVENT SUPPORT Securing customer loyalty and return business by delivering professional customer support during events, meetings and conferences

IFH-

Specialist-Training All Persons responsible for looking after events and banquets, banquet-headwaiters and banquet-service-employees, event - and banquet-co-ordinators

Seminar-Goals The customer measures the success of an event, based on the support and assistance they received while at the hotel! Depending on how professional this on site support is will often decide whether the customer uses the hotel again. The participants will learn the basics of on site customer focused service. They will explore ways of effectively handling the needs of demanding customers, as well as difficult situations, e.g. last minute changes. During the course of the seminar they will work on creating check lists to mange the key steps required to professionally service Meeting and Event business from arrival to departure, resulting in building customer loyalty with the hotel.

Seminar-Topics / Identify the needs of the Meeting and Event organiser / Customers - and success-oriented service delivery / Positive communication with conference organisers and on site contacts / How to professionally handling difficult situations, last minute changes and special requests. / “Sandwich-techniques" when you have to say no to request from a customer / 10 point to check prior to the start of the event or banquet / Organisation and checklist for handling an event from beginning to end / Methods to creating an extra “Surprise” during events and meetings. / Post event customer support / Arranging the post event / banquet follow up call / Practical examples, team exercises Duration One day 09.00 to 18:00

51


THE PROFESSIONAL PROPOSAL – PITCHES THAT SELL The key steps to prepare contract winning proposals IFH-

Skills Training This training is for employees from MICE sales team, Field Sales Team members and anyone else with the responsibility for preparing written proposals. Seminar-Goals The seminar is designed to prepare the participants to prepare proposals that win contracts. It focuses on both the clear writing and the business aspects of proposal writing. This training will immediately give the direction and organization needed to tackle the work involved in responding to a large and small RFPs. Each segment of the class will be introduced by the instructor and include hands-on exercises relating to a composite RFP that relates to the type the participants are expected to prepare. Information that is presented to the class will be reinforced through small group and individual exercises. Plan to participate! Seminar-Topics / Analyzing your readers / Addressing the needs of a mixed audience / Organizing your proposal / Selecting an organizational pattern / Writing an executive summary / Developing the introduction / Using headings and subheadings / Focusing on your readers’ needs / Adapting your writing to your audience / Writing for a mixed audience / Writing with greater clarity and precision / Developing ideas and information clearly / Using white space effectively / Laying the foundation for RFPs, including pricing / Examining the myths and realities of responding to RFPs / Evaluating the bid/no-bid decision / Learning the three elements of a good proposal / Asking the right questions at pre-bid conferences / Rating your proposal in advance to produce a winner / Ensuring that each page of your proposal conveys the message you want delivered Duration Two days: Day one 10:00 to 18:00 Day two 09:00 to 17:00

ifh course outlines 2014

Documents

professional creation

professional reservation

time management

event sales

fundamentals of hotel

housekeeping management

professional hotel accountancy

account management