Harness Over X years of Hotel Sales and Marketing Experience Without Asking More From Your Team
The Reputation Lab got its start helping hotels and resorts maximize their success online. With our X years of collective hospitality experience and extensive knowledge of how online reviews, digital engagement and guest satisfaction impacts your business, we’re confident that discussing your needs with us will yield extraordinary results.
81% of travelers always read online reviews before making a booking decision and as little as a 0.1-point jump in your average review score can yield up to a 25% increase in conversions. Our team offers several services that help properties through each step of a review's lifespan and ultimately create conditions where organic review volumes increase on popular platforms like TripAdvisor, Google, and Expedia, alongside your rankings.
Workshops & Training
Our team is celebrated for empowering businesses with services that enable guest-facing colleagues to focus on the in-house guest experience while we manage the details of their reputation and review management efforts. With that in mind, we’re equally vested in equipping our partners with the skills their team members need to create best-in-class customer experiences from the get-go.
With the current labor market, the hospitality and service industries are now welcoming new colleagues who will require training and coaching to thrive. Investing in our team members will be critical for retaining those colleagues, impacting the guest experience, and ensuring your business stands apart from the competition. At The Reputation Lab, we recognize that great reviews start with exceptional training. Our selection of workshop opportunities are the primary vehicles we leverage to accomplish that need.
Join numerous companies in your industry that have improved their reputations, online and off, by enrolling their teams in one or several of the renowned programs we’re offering.
Foundations of Exceptional Hospitality
Now more than ever, ensuring that our colleagues have the tools, resources and training needed to serve guests is critical. With labor market shortages, doors in several hospitality-oriented lines of business are being opened to employees who may be new to the industry and with that comes a need for increased training. This hospitality 101 workshop supports that end by focusing on:
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Greeting and welcoming guests
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Non-verbal communication
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Effectively responding to guest questions
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Anticipating guest needs and expectations
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Overcoming objections
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Caring for our internal customers (our co-workers)
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Phone and digital etiquette
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And More!
We invite you to explore all details regarding Foundations of Exceptional Hospitality and its mission to help you better serve your customers (and improve yourself in the process) by clicking the button below.
Service Recovery
No matter how diligent a team is, things can go wrong during a service experience. Labor challenges, product availability, and managing guest expectations are just a few instances where we might need to be nimble in assessing the impact of an event and switching into recovery mode.
Our popular Service Recovery workshop explores how problems can become opportunities and tested techniques that allow anyone to evolve miscues into memorable experiences that keep guests coming back for more.
We invite you to fully explore how Service Recovery can improve your bottom line and reputation by clicking the button below.
Upselling and Suggestive Selling for Hotels and Restaurants
Driving incremental revenue is key to the long-term health of any hospitality-focused business. Therein lies the reason why so many of the most successful hotel and restaurant brands empower team members to effectively upsell and cross-sell offerings, substantially increasing revenue.
Are your servers working into their table-side conversations the idea of private parties or holiday events? Are your hotel Front Desk Agents suggesting their favorite dishes on the in-house restaurant menu? What about confidently sharing details about more premium rooms?
Our Upselling and Suggestive Selling for Hotels and Restaurants workshop teaches colleagues how to develop these tasteful, revenue-driving skills.