What are some ways Keith can train his front desk agents to be salespeople? (Provide at least four different specific training exercises that could be implemented to address the problems and explain how you would implement these training exercises and the results you would expect.
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Read the “Everybody Sells: Turning Front Desk Agents into Salespeople” Case Study. Respond to the following questions:
What are some ways Keith can train his front desk agents to be salespeople? (Provide at least four different specific training exercises that could be implemented to address the problems and explain how you would implement these training exercises and the results you would expect.)
What types of incentive plans might Keith put in place to encourage his front desk agents to sell?
Two issues Keith must address are:
i. Should the hotel’s incentive plans be based on group performance or individual performance?
ii. Should the incentives be cash or non-cash?
In your explanation, identify the advantages and disadvantages of group and individual incentive plans, and cash and non-cash incentives. Conduct research on the internet to develop examples of how other companies use these various types of incentive programs and relate it to the case at hand.
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