1. Reservations 101 Communication is Key GEM Training Module

2. GEM Training Module Developed For: Version 01.10

3. GEM Training Module Reservationists Wear Many Hats Sales Marketing Information Center Guest Service

4. GEM Training Module Reservationists Wear Many Hats Sales Marketing Information Center Guest Service YOUR PRIMARY JOB IS TO SELL THE HOTEL AND SUCCESSFULLY BOOK RESERVATIONS While all of your responsibilities are important, please remember the entire HOTEL depends on your ability to successfully sell the property. The simple truth is that over 95% of the calls you receive have the possibility of being a “Sales” call.

5. GEM Training Module Reservationists Wear Many Hats Sales Marketing Information Center Guest Service Everything You Say and How You Say It Is “Marketing” The Hotel You paint a picture of how great the resort is and especially how professional the service is. By promoting all the amenities of the Hotel you can convert a “shopper” into a “buyer”.

6. GEM Training Module Reservationists Wear Many Hats Sales Marketing Information Center Guest Service You Must Have A Broad Knowledge Base And Understand Everything About the Hotel You will be asked almost any question imaginable. Always Find Answers To The Questions You Are Asked Incorrect Information Is As Bad As Not Giving Out Information

7. GEM Training Module Reservationists Wear Many Hats Sales Marketing Information Center Guest Service You Are An Important Part Of The Guest Service Team Frequently You Will Be The First Contact A Guest Will Have With The Resort Guest Expectations Start With You

8. GEM Training Module Back To School Basics Attitude Manners & Etiquette Professional Thorough

9. GEM Training Module Back To School Basics Attitude Manners & Etiquette Professional Thorough A Great Day At Work Starts With Great Attitudes Callers Can Pick Up On When You Don’t Feel Like Talking Or When You Are In A Bad Mood

10. Back To School Basics Be Like This Person Not Like This Person When You Come To Work You Should :

11. GEM Training Module Back To School Basics Attitude Manners & Etiquette Professional Thorough Great Phone “Manners and Etiquette” Are The Keys To Successful Communication and Success Every Caller Is A Potential Customer and Our Customers Pay Your Wages Without Customers We Would Not Be Here

12. GEM Training Module Back To School Basics Manners & Etiquette IT IS ALL ABOUT THE FIRST IMPRESSION Every Call You Answer Is The Start Of OUR GUEST’S FIRST IMPRESSIONS OF THE RESORT YOU DON”T GET A SECOND CHANCE AT A FIRST IMPRESSION Your Job Is To Paint A Picture Of A Hotel That Makes Callers Want To Stay Here!

13. GEM Training Module Back To School Basics Manners & Etiquette What You Say And How You Say It Will Either Make Our Hotel Sound Like: A Beautiful Hotel Not A Very Nice Place

14. GEM Training Module Back To School Basics Manners & Etiquette What You Say And How You Say It Will Either Make Our Hotel Sound Like: Deluxe Rooms Afraid To Sleep Here

15. GEM Training Module Back To School Basics Manners & Etiquette What You Say And How You Say It Will Either Make Our Hotel Sound Like: Beautiful Pool & Amenities Not Very Healthy

16. GEM Training Module Back To School Basics Manners & Etiquette IT IS ALL ABOUT THE FIRST IMPRESSION Every Call You Answer Is The Start Of OUR GUEST’S FIRST IMPRESSIONS OF THE RESORT YOU DON”T GET A SECOND CHANCE AT A FIRST IMPRESSION

17. GEM Training Module Back To School Basics Manners & Etiquette IT IS ALL ABOUT THE FIRST IMPRESSION Every Call You Answer Is The Start Of OUR GUEST’S FIRST IMPRESSIONS OF THE RESORT YOU DON”T GET A SECOND CHANCE AT A FIRST IMPRESSION

18. GEM Training Module Back To School Basics Attitude Manners & Etiquette Professional Thorough

19. GEM Training Module Back To School Basics Professional Professionalism Is Personal Over Electronic Show Respect By Using OUR GUEST’S Name Throughout The Conversation Be Genuine And Authentic Size Up The Caller and Use Formality or Personality As Best Fits

20. GEM Training Module Back To School Basics Attitude Manners & Etiquette Professional Thorough

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23. Guest Experience 101 Richard Coleman, CHA Senior Vice President American Resort Management Back To Old School