Delphina Hotels & Resorts

For Delphina Hotels & Resorts, a leading hotel group in Sardinia, we developed a training programme for the Booking team, with the aim of strengthening their communication and sales skills. The programme included sessions focused on developing empathetic communication, with an emphasis on active listening and exploring guest needs. We also worked on sales techniques and objection handling through experiential activities that stimulated practical learning and direct comparison. To measure the effectiveness of telephone interactions, multiple mystery calls were conducted to identify strengths and areas for improvement. The project was designed to enhance every contact with guests, transforming it into an experience coherent with the values of authentic hospitality and attention to detail that distinguish the Delphina Hotels & Resorts brand.

• Guest experience and empathic communication: training involved Booking staff in developing skills aimed at listening to guests’ needs and communicating empathically and effectively
• Sales techniques and objection handling: Part of the project involved the Booking staff in experiential training sessions on these topics, in order to support employees in developing new skills
• Mystery Call: ten mystery calls were conducted in order to measure, analyse and observe the strengths and areas for improvement in telephone interactions.