(EN) Μέρος του προγράμματος θα γίνει στα Αγγλικά.

Για την παρακολούθηση του σεμιναρίου απαιτείται άριστη γνώση Αγγλικών.


All reservations agents and associates who handle incoming reservation call inquiries and email requests.


As we begin to rebuild our hotel industry following the seismic eruption caused by COVID, we are seeing some very encouraging trends emerge with an increasing number of travelers opting to call and book directly with hotels. But while this long-awaited trend is all well and good, how equipped is your reservations team to meet the demands of savvy travelers who call to negotiate rates and complimentary upgrades, seek fast, efficient and updated travel advice as well as ask a flood of questions on destination, location, facilities and activities.

This significant shift in the way travelers search and book hotels transforms the reservation role into a highly sophisticated sales competency. This course will equip reservation agents with the tools and techniques to deliver confidence, reduce guest uncertainty, uphold rate integrity, manage negotiations and justify WHY the caller should select your property and WHY the caller should choose a higher room category.

If Hotels are to reap the benefits of their “Book Direct” mantra, now is the time to elevate your reservation processes , build engagement and trust and create such an inspiring impression of your property that will not only enable you to generate more bookings with better margins, but will also set you up for long term success as more and more guests recognize that approaching the hotel directly will result in an enhanced stay experience.  This course has become a global best-seller in generating a stellar reservations experience that takes power away from intermediaries and gives it back to the hotelier.


  • Generate the right climate at the start of every call
  • Connect & capture Interest
  • Engage intuitively
  • Effective questioning techniques to create sales opportunities
  • Listening out for up selling and cross selling opportunities
  • Determining accommodation preference by using room differentiating probers
  • Guest-centric focus versus generic hotel pitching
  • Hotel & room USPs, advantages & benefits: sell more, sell higher and sell smarter
  • Develop a word bank to bring to life the idiosyncratic nature of each room product
  • Trial close
  • Uncover and overcome resistance
  • Creative negotiations-handling and upholding rate integrity
  • Bridging hesitation and advancement with fall-back options
  • Skilfully motivating the sale
  • Proactive following-up


TRAINERAnna-Maria Thomaides

Anna-Maria Thomaides is an internationally acclaimed Luxury Brand Specialist and Consultant, with extensive experience in designing sales and service solutions for international hotel chains and luxury brands. Well-known globally for her sophisticated training methodology, she has trained over 30,000 participants in Europe, Middle East, Africa, Asia, North & South America. She is a Senior Partner of Signature, which has a global presence in 65 countries, having assisted over 6000 clients.

DURATION: 3 days/ 16 hours



Wednesday 30th of March 2022, 10:00 – 15:15

Thursday 31st of March 2022, 10:00– 15:15

Friday 01st of April 2022, 10:00– 15:15

*Σημαντικές Σημειώσεις:   

Το online Executive Seminar είναι διαδραστικό, γι’ αυτό τον λόγο πριν την είσοδο στην πλατφόρμα, σας συνιστούμε να ελέγξετε:

  • Την κάμερα σας
  • Το μικρόφωνο σας
  • Τη σύνδεση σας στο διαδίκτυο (σε περίπτωση που αυτή είναι ασταθής, παρακαλούμε να κάνετε επανεκκίνηση του router σας και να συνδεθείτε ενσύρματα με καλώδιο ethernet)
  • Παρακαλούμε να συνδεθείτε στο ZOOM χρησιμοποιώντας το Όνομα και το Επίθετο, που έχετε δηλώσει στην εγγραφή σας.

Οι εγγραφές διενεργούνται με χρονική σειρά προτεραιότητας.

Το σεμινάριο πραγματοποιείται στα πλαίσια των εκπαιδευτικών δράσεων του ΙΝΣΕΤΕ και θα υλοποιηθεί μέσω της πλατφόρμας ZOOM. 

Θα δοθεί βεβαίωση παρακολούθησης, εφόσον η συμμετοχή σας στο Executive seminar ξεπερνά το 70% των ωρών εκπαίδευσης.


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