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 and other sales and service organizations

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. Find out more about our courses below.

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

Revenue Management Training

To explore and apply the key concepts of revenue management, including; data analysis, forecasting, strategies and tactics, pricing, group displacement analysis, competitive analysis and much more in order to optimize profitability for your business.

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Leadership Training

Need overview description

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Sales Training

We offer sales courses for all experience levels, and for both inside and outside sellers. Through effective Prospecting, Soliciting, Call control and Closing techniques, build new and existing client relationships and increase the conversion ratio of prospects to tentative to definite in at timely and profitable manner.

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Customer Service Training

Excellent service is the cornerstone of any business. In our service workshops we explore guest expectations and needs of your customers. Participants learn to deliver exceptional and memorable service, to increase loyal, repeat customers for your establishment. Service recovery modules are also available. These workshops can be combined with sales modules and are adaptable for all experience levels.

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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 programencompassing 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.