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 Home » IABA Certified Programs » Marriot Hotel Excellence - Hotel Sales Training Program for Travel Agents Program Objective Hotel Excellence! will help you bring into focus every facet of the lodging business. You will learn how to explore, research and recommend the right hotel choices for your clients. You will acquire an insiders perspective to Marriott's worldwide family of brands, properties and services - and how they can satisfy the needs of just about every one of your clients. You will also be eligible for a remarkable spectrum of benefits that only Hotel Excellence! graduates and their agencies can obtain. Benefits
Chapter 1 - Lodging Today: The Case for Selling Hotels The importance of selling hotels. How do i become an Expert? Value addition by Travel Agents. Quality control in the World of Lodging. Chapter 2 - Qualifying the Client and Meeting Expectations Getting to know your clients and their needs is the critical first step toward successful selling. This chapter explores different techniques to help you work with your clients to uncover the types of lodging that will best meet their needs. This chapter also profiles some of the more common hotel rate types. Chapter 3 - Understanding Hotels Qualifying your client is certainly the most important step in meeting your client’s expectations. But there’s another side to the equation. You must understand hotels: what different value levels mean, what types of lodging are available, how hotels affiliate themselves with national chains and how to quickly research what a property has to offer. Only then you can make the perfect match between client and accommodation. Chapter 4 - Recommending Hotels and Closing the Sale Perhaps the most delicate part of the sales process is the actual delivery of your lodging recommendation.. Will it appeal to your client? Will you be able to answer all your clients questions? Will you be persuasive? If you’ve asked the right questions, however, and done enough research, then selling your recommendation to your client should be the most exciting and gratifying moment of all. Chapter 5 - Lodging Groups: A Formula for Success If your commission for a single booking makes you happy, how about the commission for a party of 10? Or a motor coach tour of 40? Of course these bookings will require more dedication and creativity on your part, but the prospective rewards justify the effort. In this chapter we’ll describe some tips for making group and tour hotel bookings as efficient and painless as possible. Chapter 6 - Marriott History and Philosophy In the next three chapters we’ll take an in-depth look at each of the hotel chains that make up the Marriott portfolio of brands. You’ll be surprised at the variety of lodging products Marriott has to offer. We’ll tell you what each of these brands means, to you and to your clients, and a bit about the typical experience each provides. The first chapter will focus especially on Marriott’s Luxury and Quality tier brands. Chapter 7 - Marriott's Quality Tier Hotels Luxury, quality – these are pleasant words, don’t you think? And for some of your clients, it’s the only way to go. So let’s review those brands in the Marriott family of products that deliver just that kind of experience. Chapter 8 - Marriott's Moderate Hotels Not all travelers have champagne budget. But when they’re on the road, they do expect a quality experience, a good night’s sleep, a feeling that they’ve received good value, friendly, considerate service and a place that’s fresh and clean. The goal of Marriott’s Moderate hotel brands is to ensure that your price-sensitive clients’ expectations are met, and exceeded. Chapter 9 - Marriott's Extended-Stay Hotel When your clients are going to be at their destinations longer than usual, the quality of their hotel experience and the comfort of their room become that much more important to their overall travel experience. Largely targeted to business travelers, Marriott’s extended stay lodging can, in some cases, serve the needs of a leisure client, as well. They include Marriott ExecuStay, Residence Inn by Marriott, TownePlace Suites by Marriott and Marriott Executive Apartment. Chapter 10 - Working Together: Marriott and the Travel Agency Marriott is proud to offer a wide range of travel agent products and programs. We recognize how important you are, both as our customer and as a liaison to our guest. Marriott’s travel agency programs, policies and procedures demonstrate our commitment to the agency community. By setting our own high standards, we will continue to initiate programs that meet your service and support needs. Certification Upon successful completion of the program and the test, you will become a Hotel Sales Specialist certified by Marriott (HSS) and shall receive a certificate suitable for framing that certifies you as Marriott Hotel Sales Expert. Study Material You will be provided a specially printed high quality workbook cum guide which will cover all the 10 chapters and a compact disc with a 40-question test |
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