Services

InnPro has been serving hotels, hospitality centers, retirement homes and other people-facing organizations in Canada, the United States, Ireland and the Caribbean for over a decade.

We focus on process improvement - we want to help you make the most out of every customer interaction.

InnPro's strengths include:

• Stellar reputation. Integrity. High standards
• First revenue management consultancy to work nationally in Canada
• Depth; capability of quickly pulling a strong team together
• Breadth; experience in strategic direction, project management, hotel evaluation, hotel start-up, process improvement, mentoring and leadership
• Experience ranging from specialized independents to major 5-star chains
• Respect and recognition throughout the Canadian hospitality industry

Training

Your employees will spend the majority of their course time participating. Our hands-on, interactive courses include generous amounts of discussion, drills, role play, skills practice, case studies, videos and learning games.

Many of our clients choose to deliver their own InnPro courses - please contact us for licensing options.

Revenue / Yield Management

• Revenue / Yield Management Techniques
• Advanced Revenue Management
• Rev-UP
• Rev-Dine

Sales

• Consultative Sales Skills - Transforms order-takers into salespeople
• Advanced Sales Force Skills (customized session)
• Rezsell - Sales skills for call center and reservations office agents
• Capture the Sale - Sales skills for front-desk staff who deal with customers face-to-face and on the phone
• Suggestive Selling for Servers - Sales skills for food & beverage servers
• Selling with Style - Four Communication Styles
• Listening Skills

Customer Service

• Exceeding Customer Expectations
• Handling Customer Complaints
• Yes, You are a Salesperson
• Hospitality Service Skills
  • Hospitality Service Skills for Hotels
  • Hospitality Service Skills for Retirement Homes
  • Hospitality Service Skills for Private Clubs
  • Hospitality Service Skills for Property Management
• Communication Skills
• Active Alert (security-consciousness)

Supervisory / Management

• Leadership Skills and Mentoring
• Stepping Up to Supervisor
• Train the Trainer
• Delegation
• Coaching and Counseling Skills
• Teamwork
• Leadership and Partnership

Consulting

InnPro offers consulting services to hotels, retirement homes, call centers, and sales-focused organizations to improve processes and maximize revenue.

A selection of InnPro Solutions consulting projects:

• Development and customization of training programs for Fairmont Hotels, Delta Hotels, Marriott Canada, Days Inn, etc.
• Development and implementation of Revenue Management Processes and Pricing Models for Enbridge Home Services (now Direct Energy)
• Strategic direction and project management for start-up of international call center. Marriott Hotels, Fredericton, Canada
• On-site hotel evaluations for Scotiabank
• Revenue Management University, in partnership with Fairmont Hotels and Resorts; implementation of university concept courses
• Partnering with Delta Hotels, designed and developed Mentoring Program for all hotels in the chain
• Individual mentoring and development of hotel general managers
• Strategic planning, project management and implementation of a process improvement program encompassing all hotel positions, in partnership with Metropolitan Hotels

Mystery Shopping

"Mystery shopping" is a proven, highly effective means of improving the telephone skills of reservation and sales agents.

Process

The process is simple. InnPro professional "shoppers" call your agents to evaluate their ability to apply the rules of revenue management and to employ fundamental sales techniques. Email and chat shopping services are also available.

Timing

We recommend shop calls 2-4 weeks after any workshop, as well as once every 2-3 months on an ongoing basis. Agents get a remarkable learning boost simply from hearing themselves 'live' on MP3 or tape. The feedback they are given is individualized, professional, and, because it is based on genuine transactions, invaluable.

Competitive Shopping

Many hotels request competitive shopping calls in addition to internal shops. We shop the competitors you choose, presenting scenarios that you request. It's an excellent way to benchmark your agents against your competitors and to learn about their rates and programs.

Reporting

Within forty-eight hours of the completion of the shopping call, we will deliver a digital call recording, corresponding score card, and full written report, right to your desktop. The report includes our recommendations as well as a grading sheet of each call using InnPro's proprietary measurement tool.