• Pre-training shop calls placed to a client’s front desk and reservation departments. These "mystery" calls are recorded to assess the current skill level of the employees as it relates to reservation sales. 
• Training, motivating and coaching each employee to utilize Signature’s "Magic Formula" in the reservation process to satisfy both customer and hotel needs. 
• Extensive role-play scenarios for real-life training. 
• Fun, dynamic and interactive training session specifically geared toward reservation and front desk employees. 
• Tracking systems to help clients measure the results of the training in terms of conversion percentages. 
• Integration of participants’ personal goals with the program skills to achieve employee buy-in to the program and provide life long skills to your people. 
• Immediately following training, coaching calls are placed into the front desk and reservation departments to further develop and enhance the employee's performance. 
• Post-training shop calls designed to further measure employee performance and highlight areas of achievement and opportunity. 
• Clients receive a toll-free number to dial in and listen to the post-training shop calls. This Signature exclusive benefit allows hotel managers to offer immediate feedback and coaching to the trained employee. 
• Monthly mystery shopping calls to selected client competitors to help them stay abreast of current selling strategies in their immediate marketplaces. 
• On-site revisits throughout the year as part of Signature’s exclusive reinforcement program. 
• New-employee training kits are supplied to keep the training and the reservation process alive even with turnover. 
• Signature’s unconditional guarantee says that clients will be satisfied with the program and the results or they aren’t expected to pay. 

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Client-centered Sales for Profit 
The goal of this "grass roots" sales skills program is to drive incremental revenues and measurably impact operational profitability. Hotel sales professionals will learn and practice contemporary, client-centered sales techniques that will improve the quality of their sales calls and increase the quantity of proactive sales contacts made each week. 

Sales Skills Reinforcement 
This program adds continuity and depth to improving performance and keeps the learning process alive after sales professionals attend the Client-centered Sales for Profit workshop. The application of the client-centered sales technique is consistently monitored and improved by continually “shopping” the participant and providing scoring assessments and personal, one-on-one coaching sessions. 

Negotiating Profitable Sales 
Negotiating skills that build value and satisfaction for both the client and the hotel will create solid, long-term relationships that drive repeat and referral business. Understanding the buyer's motives and negotiating techniques alone will raise the participant's confidence levels and increase their bargaining power. This workshop shows sales professionals how to make the best possible deal for both parties without exploiting anyone or being exploited themselves. 

Profitable Sales Leadership 
Numbers, numbers and numbers are the focus of this advanced sales program! Break-even forecasting, payback analysis, displacement and subsidy cost calculations, price peak analysis, supply and demand, market share and penetration, client contribution analysis, yield management, pricing strategies, and understanding a profit and loss statement are just a few of the subjects covered in this intense, results-oriented training program. 

The Service Edge™ program is designed specifically for front-line and support staff that have personal and phone contact with guests. Front desk and bell staff, concierge services, housekeeping, and maintenance are a few of the service areas where doing and saying the right thing at the right time can make the difference between a happy customer who intends to return and one who doesn't. 

The Service Edge helps employees help the guest. Employees leave the training session knowing how to help customers, how to listen and act on a guest's request, how to follow up with a guest, and how to handle challenging and difficult situations. 

The classes are conducted in a fun, upbeat, interactive and results-oriented style that feature real-life scenarios and practice sessions to ensure that employees leave with the skills and confidence to deliver truly legendary service. 

It takes a lot of work to replace lost customers. And this is just in the guestrooms! Hotels have many more customers on-site attending banquets, meetings or having lunch or dinner in the hotel restaurant. The Service Edge and its reinforcement programs helps hotels keep their customers — guaranteed. 

In fact, we are the only training company that guarantees customers’ satisfaction with all aspects of training and results.

PSST works through reinforcement. Signature “shops” clients’ businesses, assesses the calls, provides client access to the calls so they can hear actual employee calls, then conducts training by phone to help polish and increase skill levels of the participants. Through increased levels of service, clients can directly increase revenues — and measure the results. When training is done right, employees feel better about working and the contribution they make, resulting in lower turnover and lower payroll costs for our hospitality clients. 

The GIR²T Program is laid out in a fun and interactive workbook, a trademark of any
Signature training tool.  The workbook includes both compact disc and audiocassette narration that clearly walks participants through the training program.  Coaching Instructions are provided to thoroughly explain the GIR²T Program for the
general manager or program driver.  The program also includes one Coaching Session with a certified Signature Coach and two months of Shopping Calls.  To monitor the success of the GIR²T Program and to provide immediate feedback to their employees, managers and drivers can access these Shopping Calls through Signature’s exclusive 800 TOLL FREE NUMBER. 

A small investment in Signature’s GIR²T Program can result in a sizable increase in reservations and revenue.  For more information about GIR2T call 1-800-398-0518

The Food & Beverage Edge follows our proven training philosophies of participatory workshops that include two-way discussions, breakouts, question-and-answer sessions, and role-playing. Reinforcement programs consist of monthly onsite performance evaluations and comprehensive reports, access to Signature’s exclusive computer shopping system, and quarterly onsite reinforcement visits. 

We tell our Food and Beverage Edge clients to consider this: If a check average can increase by just one beverage, dessert, or appetizer, what will that add up to in a year? Simply multiply the number of customers per day by days of the week open, then multiply that number by the number of weeks open per a year. That’s how much Signature can help increase revenue! 

We use the absolute latest technology available, enabling clients to hear the actual calls the minute the call has been completed. We employ over 80 full- and part-time shoppers, including those who speak foreign languages. Signature guarantees clients will be more than satisfied with the quality of the shop or they do not pay. 

Signature has a proven public housing program that assesses, teaches, coaches and reinforces “legendary service” and sales techniques for front-line and management staff. These techniques increase occupancy levels and resident satisfaction — critical HUD criteria. Customized programs are available for property management, application and occupancy, maintenance and Section 8. We partner with our clients to assure that this message is delivered in a positive manner. 

We spend time learning our clients’ operations and environment. We work with them to develop a program and a system that supports their companies’ philosophies and operations. This assessment assures our clients that they are getting training that is customized to their specific needs. 

More than 1500 participants can attest that our training is motivational, focused and exciting. We spend time developing buy-in to the need to change. We examine our clients’ environments — with their staffs — to determine competitive advantages and why their communities and programs are special. We then create a process that guides participants through the interaction, whether that interaction is in person or on the phone. We then role-play this system so participants can begin building this methodology into their cultures. The program is effective and proven. 

After the initial training, Signature provides ongoing reinforcement through: 

Phone shops. Mystery shopping calls are conducted and recorded into our exclusive computer system, which can be accessed 24 hours a day via a toll-free number. All calls are scored based on customized criteria and score sheets are faxed to clients so they can further develop their teams. 

Phone coaching. Our trained staff of coaches works individually with a client’s new employees and employees that need additional assistance. 

Ongoing training. To keep the program fresh and teach new skills, Signature works with clients to provide periodic updates either in person or
via conference calls. 

Coaching of management. Signature account managers work with clients’ management teams to ensure maximum use of the program.