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The Upside of a Downturn

The need to cut costs creates push to consider alternatives

Ft Lauderdale – November 21, 2008:  One upside from a softening economy is that when it comes to expenses and costs, everything is on the table. Take for example the practice of hiring outside trainers for classroom style training sessions.

“Bringing in a trainer to spend a day or a half day training reservation agents once or twice a year is expensive and ineffective when you consider the alternatives.” says Don Bundock, CEO of Quality Track International.

Consider the downsides of such classroom style training:

  • It is very expensive. 
  • It is very time intensive creating staff scheduling obstacles.
  • Offers no real meaningful or consistent follow up or ongoing reinforcement of the lessons.
  • It does nothing to bring new-hires up to speed.
One alternative is computer-based learning, but that too has shortcomings: 
  • It is impersonal. Computers can provide information, but they are not very good at listening to determine if the lesson has sunk in. 
  • Role playing with a computer isn’t that helpful unless your customers are computers.
Bundock says “Quality Track is pleased to introduce The FoQus Coaching Program which provides unlimited, individual, one-on-one personalized telephone coaching for reservation agents.” 

It works like this:

  • Items that individual agents have challenges with are tracked by mystery shopping.
  • A live, one-on-one coaching session is scheduled for agents based on their needs.
  • Personal coaching sessions, lasting an average of 15 minutes are conducted with the agent
Flat-rate pricing:  $199 per year per agent for unlimited, personal one-on-one telephone coaching.  Coaching sessions are conducted as often as needed based on the mystery shop performance by the individual agents. FoQus Coaching is fully transferable to accommodate agent turnover or new hiring.

To view a brief multimedia presentation on the features and benefits of FoQus Coaching please visit

About Quality Track International, Inc.:  Quality Track International, established in 1998, is a leading worldwide provider of performance enhancement services to the hospitality industry. In addition to the FoQus Coaching, they provide a full range of mystery shopping services plus PCI Compliant Call Center Monitoring

For more information contact:  Mr. Donald Bundock, CEO, Quality Track International, Inc., at (416) 693-5426 or by e-mail at


 Quality Track International

Head Office:
36 Toronto Street, Suite 850
Toronto, Ontario, Canada
M5C 2C5
Telephone: (416) 693-5426

 US Office
1601 N. Palm Avenue, Suite 211
Pembroke Pines, Florida 33026
Telephone: (954) 432-2998

Also See: Downturn Dilemma; How to save money on training without sacrificing performance / November 2008

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