Hotels: training & coaching by Bienestar Capital Corporate
SĂŠ tu el cambio que quieres ver en el mundo. Ghandi
nuestra diferenciaci贸n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
Si lo escucho lo olvido, si lo escribo lo aprendo, si lo hago lo entiendo. An贸nimo
M9$/,#"$% -,% #"AI,/*;+% .)-% B'9&"5( 7+/-*+( $24*<=$( & .$"'*>)/+( 7&+&( 6)*( +*&8-*"#*( 8&( ,$+-&./:"( 7)*%&( #*"*+ +*')8#&%$'( 1( &1)%*( &( /-7)8'&+( &( 8&'( 7*+'$"&'( 6)*( 7&+<./7&" *"(*88$'? @+**-$'(*"(8$'(*6)/7$'5(1(#+&2&4&-$'(7&+&('&.&+(8$(-*4$+(%* .&%&(7*+'$"&(1(8&(.$0*'/:"(*"#+*(*8(>+)7$5(7&+&(')(2*"*A./$ 7+$,*'/$"&8(1(7*+'$"&85(1(7$+(#&"#$5(*8(%*(8&(*-7+*'&5(1&(6)* .$"'/>)*( )"( *6)/7$( -B'( -$<=&%$( 1( 7+$,*'/$"&85( .$"( *8 .$++*'7$"%/*"#*(2*"*A./$(*.$":-/.$?
upselling y cross selling Programa formativo: front office y reservas Formaci贸n bonificable a trav茅s de la fundaci贸n tripartita
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upselling y cross selling para front office y reservas objetivos generales Incrementar el ingreso medio por habitación, revpar, precio medio y GOP. Optimizar la venta del inventario de habitaciones con técnicas de upselling, según tipo de clientes y temporadas. Fomentar la venta de los servicios más rentables del hotel, a través del upselling y cross selling. Potenciar la venta de productos y servicios del hotel desde el departamento de Front Office/Reservas: Cross selling. Detectar las oportunidades de venta actuales y descubrir cuáles puedo explotar más. Identificar cuándo podemos crear un “producto upselling” y cómo fomentar el cross selling Maximizar los recursos actuales para obtener mejores resultados en ventas. Fomentar la comunicación con otros departamentos para detectar nuevas oportunidades y orientar al equipo hacia la venta. Inculcar técnicas de ventas que ayudan a reforzar la actitud a vender. Orientar al personal a la excelencia en atención al cliente, la cual ayuda a generar más ventas. Profundizar en herramientas de comunicación efectiva e inteligencia emocional que refuerzan el perfil del vendedor para interactuar tanto con el cliente externo como interno
upselling y cross selling para front office y reservas >!_[>N^ QSV`>VU\S!
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proyectos realizados
2012
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Colaboraciones
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SHPG^G@FQ!
proyectos realizados
2011
b"0)-%^!!>`%OS!^\^!%\>%>!O^f^%ge(c(C"'#,/*;+%)+%^0)+/*;+%,-%Q-*)+0)5(7&+&(%/,*+*"#*'(%*7&+#&-*"#$'?(g(0+'? J/./*-2+*(`abb b"0)-%M^RQ>TS%]^T>VQU^%ge(c%C"'#,/*;+%)+%[&$)--*+B%<%Q'"$$%!)--*+B8(7&+&(%/,*+*"#*'(%*7&+#&-*"#$'?(g(0+'?(J/./*-2+* `abb b"0)-%]UTT^N^WV^%heWT=%N,.'*.(c(C"'#,/*;+%)+%[&$)--*+B%<%Q'"$$%!)--*+B5(7&+&(%/,*+*"#*'(%*7&+#&-*"#$'?(b`(0+'? P$=/*-2+*(`abb b"0)-%bUT`SV%M[>V^]U!`^%he=%`"-)."=%c(C"'#,/*;+%)+%T*.)',?B"%&,',%E)()$%.)%.)&,'0,#)+0"?(g(0+'?(H.#)2+*(`abb b"0)-%]UTT^N^WV^%heWT=%N,.'*.(c(C"'#,/*;+%)+%[&$)--*+B%<%Q'"$$%!)--*+B5(7&+&(%/,*+*"#*'(%*7&+#&-*"#$'?(b`(0+'? P$=/*-2+*(`abb
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contacto consultora y formadora !*-I*,%b)+B$0)+7)'B J/+*.#$+&(F+*&(@$&.0/">(1(^$+-&./:"(%*(S/*"*'#&+(@&7/#&8?(N$./&(^)"%&%$+&? @$"')8#$+&(1(,$+-&%$+&(*"(0$#*8*'(.$"(-B'(%*(bh(&e$'(%*(*_7*+/*"./&(*"(*8(B-2/#$(.$-*+./&8? @$8&2$+&(%*'%*(0&.*(-B'(%*(#+*'(&e$'(.$"(8&(.&%*"&(N7$+#(M$#*8'(C*'$+#(i(N7&(TF"%$++&V5(+*7+*'*"#B"%$8*'(.$-*+./&8-*"#* *"(*8(-*+.&%$(*'7&e$8? @$&.0(7*+'$"&8(1(*4*.)<=$(&.+*%/#&%&(7$+(G@^?(^$+-&%$+&(*"(0&2/8/%&%*'(%*(.$-)"/.&./:"(1(%/+*.<=&'? E$'#>+&%)&#*(J/78$-&(/"(M$'7/#&8/#1(I&"&>*-*"#?(Nj/''(I&"&>*-*"#(N.0$$8?((O!N(CH@M!N(IFCS!OOF? O/.*"./&%&(*"(kJ/+*../:"(1(K*'<:"(%*(!-7+*'&'(Q)+9'<.&'l5(.$"(*'7*./&8/%&%(*"(J/+*../:"(M$#*8*+&? !_7*+/*"./&(7+$,*'/$"&8(&"#*+/$+; J/+*.#$+&(%*(D*"#&'(1(I&+m*<">;(M$#*8(F82&(%*(O&1$'(K$8,(i(I*%/'7&(ThdV?(Q$8*%$?(!'7&e& N$./&(J/+*.#$+&(%*(-*"%*nnG(M$#*8'(@$"')8#&".1;(@$"')8#$+&(1(,$+-&%$+&(%*"#+$(%*8('*.#$+(0$#*8*+$c0$'#*8*+$;(((&)%/#$+9&'(%* .&8/%&%( %*( '*+=/./$( .$-$( .8/*"#*( -/'#*+/$'$5( .$"')8#$+9&( *'#+&#W>/.&( 1( .$-*+./&85( ,$+-&./:"( &( -*%/%&?( @8/*"#*';( ^$"#*.+)L M$#*8*'(ThdV5(o*'<"(Ip(@+/'<"&(ThdV5(PM(F8-*"&+&(1(N$#$>+&"%*(Tq(1(hdV5(M$#*8(r&+&)L(TsdV5(M$#*8(C9$(S/%&'$&(TqdV5(*#.? E+$,*'$+&(*"(*8(IB'#*+(%*(J/+*../:"(M$#*8*+&5(%*(8&(!'.)*8&(%*(P*>$./$'(!'%W"(T*"(I&%+/%(1(S/82&$V @$8&2$+&%$+&(%*(8&(+*=/'#&(@$./"&(^)#)+$5(*'.+/2/*"%$(&+t.)8$'('$2+*(&.#)&8/%&%(1(.$"')8#$+9&(0$#*8*+&? C*'7$"'&28*(%*(D*"#&'?(M$#*8(N0*+&#$"(N&"#&(I&+9&(%*(!8(E&)8&+(qd?(K+)7$(N#&+j$$%(M$#*8'? F'/'#*"#*(%*8(J/+*.#$+(%*(D*"#&'?(M$#*8(o*'<"(E&8&.*(%*(I&%+/%(hdKO?(K+)7$(N#&+j$$%(M$#*8'? C*'7$"'&28*(%*(D*"#&'?(R*-&'(%*(N&"#&(Q*+*'&?(!-7+*'&(%*(7+$%).#$'(%*(&8#&(>&'#+$"$-9&?
Bienestar Capital. Madrid - Barcelona www.bienestarcapital.com m: +34 685147312 / +34 654 560 308 info@bienestarcapital.com
contacto consultor y formador asociado T9*$%T;&)? @$"')8#$+(1(^$+-&%$+(M$#*8*+$5(.$"(-B'(%*(sa(&e$'(%*(*_7*+/*"./&5(b`(%*(8$'(.)&8*'(*"(%/+*../:"(0$#*8*+&? J*8*>&%$((.$-*+./&8(%*(8&(.&%*"&(0$#*8*+&(M$#&"'&(T`a(0$#*8*'(*"(F"%$++&V5(7&+&(!'7&e&(1(E$+#)>&85 E+$7/*#&+/$(^)"%&%$+(0$#*8N&8*',$+.*?(!-7+*'&(%*($)#'$)+./">(1(%/'#+/2)./:"(.$-*+./&8(7&+&(*-7+*'&'(#)+9'<.&'(.$"(-B'(%*(h &e$'(%*(&.<=/%&%? @8/*"#*';(M$#*8(F+&>)&"*15(%*(N&"<&>$(%*(@$-7$'#*8&5(K+&"(M$#*8(%*(O&Q$4&5(O&'(@&8%&'(D/88&(Q*+-&8(%*(H=/*%$5(M$#*8(D&88(%* S&'(%*(H8$#5(M$#*8(u>&#5(M$#*8(K+)-'(%*(S&+.*8$"&5((M$#*8(N&"#&(I&+#&(%*(O8$+*#(%*(I&+5(@$"=*"<$"(S)+*&)(%*(@B%/L?? E+$7/*#&+/$(1((>*'#$+(%*(8&'(j*2';('$8$7&+&&>*"#*'?.$-(1(.8)2.$8*.<=$'?.$-? J/78$-&%$(*"(Q)+/'-$(?(QW."/.$(*"(!-7+*'&'(1(F.<=/%&%*'(Q)+9'<.&'(@?!?Q?F E$'#c>+&%$(*"(F%-/"/'#+&./:"(%*(F>*"./&'(%*(D/&4*(*"(GPN!QXC !_7*+/*"./&(7+$,*'/$"&8(&"#*+/$+; J/+*.#$+(C*'/%*"./&(X"/=*+'/#&+/&(N&++/B?(K+)7$(M$#&"'&?(F7*+#)+&(1(J/+*../:"(K*"*+&8? J/+*.#$+(M$#*8(M/-v8&/&(dddd?(K+)7$(M$#&"'&?(F"%$++&? C*'7$"'&28*(J7#$?(!=*"#$'(K+&"(M$#*8((M&=&"&dddd5(S&+.*8$"& C*'7$"'&28*(J7#$?(C*'*+=&'(M$#*8(@$"%*'(%*(S&+.*8$"&dddd5(S&+.*8$"&
Bienestar Capital. Madrid - Barcelona www.bienestarcapital.com m: +34 685147312 / +34 654 560 308 Info@bienestarcapital.com