By learning to sell the value of the hotels with Transient Edge, The Grand America Hotels and Resorts saw a 17 percent increase in conversions for transient calls and subsequently rolled out Sales Edge training for all properties.

Kentucky State Parks changed employee behaviors and gained more visitors with Signature’s Transient Edge program. An increase in staff professionalism and motivation resulted in a 16 percent increase in conversion rates.

Gaylord Opryland implemented Call Center Edge and saw a direct and consistent correlation between improvement in Signature mystery shopping scores and increased monthly sales.

The Quality Inn Northern Grand used Service Edge to educate all employees on their role in creating the guest experience, and subsequently was named Canadian Hotel of the Year by Choice Hotels.

The Rio All-Suite Hotel & Casino used Casino Edge to increase reservations while receiving 44,000 less inquiry calls in the first quarter of the year, while also achieving 100 percent occupancy.

With Leasing Edge training, Towne Properties saw a 3.8 percent reduction in economic vacancies and leased 254 more apartments with less traffic, resulting in $2 million in profit.

WaterColor Inn and Resort achieved the AAA Four Diamond designation for its inn and restaurant, while also elevating the service levels to match property amenities.

Although this should be every company's goal, a realist might say there is no such thing. Regardless, what you believe, always strive to build loyalty so your customers always think of your company first.

In an era where ever guest is a travel critic, how can a hotel combat negative reviews on Web sites, blogs and social networks?

Effective e-teaching, much like e-training, can be done as long as adjustments are made in your teaching style.

Hotel staff must anticipate and respond to a younger generation of corporate travelers with more than just service and amenitites. It takes an experience at every turn.

Too many times hotel staff is merely trying to "make room" for the next guest during the check-out process, but it's important to create a positive and memorable last impression in order to keep guest coming back.

From the front desk to the housekeeping staff, there are simple steps employees can take to create a memorable customer experience and capture repeat customers in a lagging economy.

Adjusting to a culture shift is never easy, but leaders can make it a much smoother process with preparation and by taking the time to plan, listen and communicate.

With the workload for many rental companies slowing, budgets shrinking and staff leaving, it's more important than ever for those employees that are left to remain engaged and motivated.

There is no debating that the more you know about a customer, the easier it is to close the sale, so use the right question to build relationships.

By focusing on the customer and consistent providing legendary service, your hotel can become part of your customer's "evoked set" allowing you to capture more business and impact occupancy rates.

With the right customer service technique in place, it's possible that your hotel's inconvenient or emergency situations may not negatively impact your guests' stay.

Simple moments of delivering excellent service aren’t good enough, which is why consistency remains a top concern for rental managers and their teams.

As you try to maintain and build your company's revenue, encourage your sales team to be proactive with your existing customer base.

Make it easy for customers to provide feedback and then act on the information collected in order to develop the kind of customer loyalty that maintains and even grows a business.

Equipment rental company leaders recognize that the phone is their pipeline to customers, Mystery shop calls allow those leaders to assess how customers are being treated and thus make necessary changes to capture as much business as possible.

If your hotel's property and amenities are not available or in a state of disrepair, the customer experience will likely diminish, but there are several ways to manage this temporary inconvenience.

Whether it's a down economy or a slower travel season, job security helps staff perform their job with a purpose and a dedicated commitment to the company.

It's not uncommon to be apprehensive about determining how to spend your company's limited resources in a way that provides the biggest "bang for your buck." Learn how to plan, budge and show a return.

Look to the future with thoughts of increased rental or sales and less-full lots. What can you do now to prepare for busier times

If you thin you've reached the finish line in regards to training and professional development, then you've already lost the race.

The first experience a customer may have with your property is likely not at your front door. It's with your reservations systems. Keep agents and operations aligned with regular calibration training.

If you want to stay ahead of your competition, start by improving your company's customer experience with legendary customer service and sales.

Most agree that nearly every aspect of reservations center operations has changed except one - the human factor. That's why agents need to maintain compliance to a structured process.