Guest Engagement Training Workshops Overview

Our interactive Guest Engagement Training Workshops empower your team to enhance guest interactions and leverage reviews effectively. The sessions include:

Key Training Topics:

Hotel-Specific Review Performance: Insights into your property’s recent review trends.
Understanding Review Websites: Why online reviews matter and their impact.
Guests as Storytellers: Encouraging guests to share detailed experiences, turning stories into powerful marketing.
Open-Ended Questioning: Strengthening guest connections through meaningful dialogue.
Comfort Checks: Consistently ensuring guest satisfaction during their stay.
Inviting Reviews: Mastering confidence and eloquence in inviting guests to leave reviews.
Issue Resolution: Effectively addressing and resolving guest concerns.

Training Components:

On-Site, Interactive Workshops: Personalized, face-to-face instruction.
Role-Play Sessions: Intimate classes (six attendees each) featuring one-on-one role-play practice. For larger groups, selected volunteers demonstrate skills in front of peers, followed by paired role-play exercises.
Property Champion Resources:
- Engaging trivia to reinforce training concepts
- Educational posters
- Pre-designed contest ideas ready for implementation
Cupcake Role-Play Challenge: Sponsored by The Reputation Lab. We provide dozens of cupcakes on a designated day, incentivizing managers and champions to practice and reinforce training skills with their teams.
Pocket Reference Cards: Quick-access tools for all participants.
Learning-Check Emails: Regular follow-ups to reinforce learning for Property Champions.
Accountability Calls: Brief weekly (and eventually bi-weekly) check-ins (15-20 minutes) to maintain and build on training day momentum.

Optional On-Property Coaching Add-On:

Enhance training effectiveness through extended coaching:

Two-Day Lobby Shifts: A TRL Training Facilitator remains on-site for focused one-on-one coaching in real-time guest interactions. Sessions include two-hour morning and evening shifts (totaling 8 hours across two days), held in guest-facing areas such as the lobby or restaurant.

This personalized coaching experience is available as an add-on for $1,800.

Multi-Unit Training Discounts Available

Preferred pricing is available for hotel groups booking training across multiple locations. Discounts apply when five or more hotels schedule training concurrently, or when multiple properties within 15 miles and under shared leadership coordinate sessions within the same week.

In these cases, travel costs can also be shared to maximize value.

Below, you’ll find various options for training schedules, the number of colleagues who can be accommodated with that format, and pricing details.

Two-Day Schedule Options:

Option	Two Day Training Day Format Options	Training Capacity	Training Fee
2-A	All-Managers’ Workshop (recommended for first-time training events) 6 traditional colleague workshops of 6 attendees each 1 Champion-Debrief	36	$3,600
2-B	7 traditional colleague workshops of 6 attendees each 1 Champion-Debrief	42	$3,600
2-C	5 traditional workshops for team members (max 6 attendees) 1 large format training workshop for up to 20 colleagues This workshop will ask for volunteers to role-play and not everyone will have the chance for one-on-one coaching. 1 Champion-Debrief 1 All-Managers’ Workshop (recommended for first-time training events)	50	$3,900
2-D	6 traditional workshops for team members (max 6 attendees) 1 large format training workshop for up to 20 colleagues This workshop will ask for volunteers to role-play and not everyone will have the chance for one-on-one coaching. 1 Champion-Debrief	56	$3,900

Notes:
If an additional workshop is needed (for up to 6 colleagues), TRL may be able to hold this final workshop on the morning of departure (a third day), for $250. If the hotel exceeds Training Capacity Numbers as noted above, TRL reserves the right to invoice $24 per additional colleague. For smaller hotels, it is possible that a 1 or 1 ½ Day Event could be planned. One Day Events start at $2,000 and 1 ½ Day Events would be $2,800. Travel expenses and hotel accommodation are not included in the above rates. Training days typically start at 8:00 am, though we will accommodate a 7:30 am start on one day for your overnight team.

Optional Add-On: 2 Days of One-on-One Coaching in Lobby Shifts – $1,800

For those packages that include the larger training class, the larger class will be scheduled as the final workshop on one of the training days (typically with a 3:00 pm or 3:30 pm start time). For those hotels that wish to send back-of-house colleagues to the training event, this larger workshop may be ideal.

Many of our hotel partners host Training Refresh events between Month 8 and Month 14. All training refresh events for current clients will receive a discount of $600.

Three-Day Schedule Options:

Option	Three Day Training Day Format Options	Training Capacity	Training Fee
3-A	All-Managers’ Workshop (recommended for first-time training events) Up to 10 traditional colleague workshops of 6 attendees each 1 Champion-Debrief	60	$5,200
3-B	Up to 11 traditional colleague workshops of 6 attendees each 1 Champion-Debrief	66	$5,200
3-C	Up to 9 traditional workshops for team members (max 6 attendees) 1 large format training workshop for up to 26 colleagues This workshop will ask for volunteers to role-play and not everyone will have the chance for one-on-one coaching. 1 Champion-Debrief 1 All-Managers’ Workshop (recommended for first-time training events)	80	$5,800
3-D	Up to 10 traditional workshops for team members (max 6 attendees) 1 large format training workshop for up to 26 colleagues This workshop will ask for volunteers to role-play and not everyone will have the chance for one-on-one coaching. 1 Champion-Debrief	86	$5,800

Four-Day Schedule Options:

Option	Four Day Training Day Format Options	Training Capacity	Training Fee
4-A	All-Managers’ Workshop (recommended for first-time training events) Up to 14 traditional colleague workshops of 6 attendees each 1 Champion-Debrief	84	$6,700
4-B	Up to 15 traditional colleague workshops of 6 attendees each 1 Champion-Debrief	90	$6,700
4-C	Up to 13 traditional workshops for team members (max 6 attendees) 1 large format training workshop for up to 26 colleagues This workshop will ask for volunteers to role-play and not everyone will have the chance for one-on-one coaching. 1 Champion-Debrief 1 All-Managers’ Workshop (recommended for first-time training events)	104	$7,200
4-D	Up to 14 traditional workshops for team members (max 6 attendees) 1 large format training workshop for up to 26 colleagues This workshop will ask for volunteers to role-play and not everyone will have the chance for one-on-one coaching. 1 Champion-Debrief	110	$7,200