|COLUMBUS, Ohio (January 30, 2002) – Signature,
Inc., a provider of sales and customer service training and reinforcement
programs, has been selected by the leader in distinctive resorts and clubs,
KSL Recreation Corporation, to conduct on-site training to reservations,
front desk and guest service representatives of 8 of their finest resorts.
Beginning in January 2002, Signature will conduct Signature’s Transient EdgeTM training program for: Arizona Biltmore Resort & Spa – Phoenix, AZ, Doral Golf Resort and Spa – Miami, FL, Grand Traverse Resort & Spa – Acme, MI, Grand Wailea Resort Hotel & Spa – Wailea, Maui HI, La Costa Resort & Spa, Carlsbad, CA, La Quinta Resort & Club – La Quinta, CA, Lake Lanier Islands Resort – Lake Lanier Islands, GA, and The Claremont Resort & Spa – Berkeley, CA. This program will help employees enhance phone and in-person interaction with customers who inquire about availability, room rates and amenities of the resort ultimately converting more of these calls into actual reservations.
"One of the foundation blocks of KSL Resorts is in the delivery of 'one of a kind' interactions with our guests. In the area's of customer contact in reservations, we seek the same highest standard and feel Signature is a terrific partner to insure that our associates deliver that experience. Signature's fully inclusive package is very appealing for our needs," said Michael Donahue, KSL Vice President of Marketing.
Signature, one of the largest and most experienced providers of customer service and sales training within the hospitality industry has a reputation for conducting their training sessions in a fun and interactive, yet effective manner. It’s a training session that many employees come away from energized and enthused…one where the participants obtain life-long sales skills and can’t wait for the next training session. This enthusiasm carries over after the training into how the employee then utilizes these skills on a daily basis at the resort satisfying both customer and company needs.
The Arizona Biltmore Resort & Spa was one of the first KSL properties to receive training by Signature. Laura Hugill, reservations manager was thrilled about Signature saying "the skills taught are easy to comprehend and use on the job and most importantly they work!" Her property saw an increase in their conversion rate of nearly 11% overnight by using the Signature sales skills.
Following the training sessions, Signature helps the employees maintain these newly acquired training skills by conducting monthly practice shop calls. Callers pose as potential guests and Signature personnel will score each call based on agreed upon criteria. Hotel management can use these calls and score sheets to further develop their staff on these critical skills and hear how effectively the front-desk,reservations or spa personnel communicate amenities over the phone.
A Signature trainer returns to the resorts quarterly to conduct further training for experienced staff as well as work with new employees.
About KSL Recreation Corporation Resorts
5115 Parkcenter Avenue
Dublin, Ohio 43017
Phone (614) 766-5101
Fax (614) 766-9419