The program "Secret Call" presented in three directions - reservation department, restaurant service and reception service - contributes to the achievement of key goals of the hotel:
The main tool of the program is a qualitative and quantitative analysis of call records, which allows you to identify the strengths and weaknesses of your employees, thereby facilitating the implementation of standards, structuring the process of telephone conversations and increasing sales efficiency.
Access to call records allows the head of the department to train employees and adjust their actions, thereby reducing the negative consequences of communicative errors and increasing sales efficiency. Thus, during the program realisation each employee can focus on those aspects that caused the most difficulties.
Upon customer’s request, we can form up various reports for each object or generate one general combined report of the whole hotel chain. This approach contributes to effective decisions decision-making concerning the training of employees and provides a clear picture of the situation in the hotel.
Program duration is 30 calendar days.
Number of calls - 4.