Leisure & Hospitality Training, Coaching & Analytics

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IMPROVE YOUR CUSTOMER SERVICE EXPERIENCE

Our experts deliver leisure & hospitality training, coaching & analytics to help your team deliver top quality customer service and engagement.

INCREASE YOUR SALES SUCCESS

Whether your team is interacting with a customer one to one, or reaching out to millions, our training, coaching & analytics services provide the knowledge and skills to deliver exceptional customer experience, resulting in:

  • More bookings
  • Better Customer Retention
  • Increased Membership Conversions
  • Improved Brand Reputation

 

Flexible Training

With over 30 years of experience, we’ve honed our hospitality customer service training to provide the most flexible and scalable solutions, with options from a few hours to a full business training academy.

These experiences and partnerships with sector specialists ensure our training programmes are always fresh, relevant and on-topic! 

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Personalised Coaching 

Our coaching and mentoring modules provide personalised support, focusing on specific areas of development and maximising opportunities for improvement.

With consistent coaching, our customers report an increase in confidence, better communication and enhanced performance within their sales and customer service teams.

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Sales Retention Screenshot

 

Analytics & Tracking

EnquirySuccess™ is an analytics platform that provides intelligence linked to sales and call handling,  responses to online and email enquiries, and even video messaging and conferencing.

The platform provides detailed analysis on all communication channels, breaking down each enquiry into easy-to-understand ‘trust points’, and enabling you to provide a detailed review  and personalised coaching for each team member.

Using real customer conversations and videos, relevant to the leisure & hospitality industry, EnquirySuccess™ uses fact-based evidence to:

 

Increase Confidence

Improve Performance

Add Value

Improve Customer Experience

 

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FAIR Approach

 

Focus – We work with you to define ‘what success looks like’ and create a  bespoke hospitality customer service training programme.

Accountability – Our trainers follow Martec’s five pillars of service excellence, ensuring every customer receives the best possible experience and results.

Integrity – Our training and coaching services comply with leisure and hospitality industry standards and sector regulations.

Results – We measure and analyse the success of every session, providing feedback to support the ongoing development of your leisure and hospitality business.

 

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Client Feedback

Read testimonials from a selection of our valued customers.

We identified that we needed a metric to give us a feel for how we were performing over a fixed period of time. Martec provided the necessary tools and guidance to succeed with this project.
This has proven such a key measurement for me within our business, not only for incoming calls but a benchmark for everything we do throughout the day!!
Glenn Valentine General Manager
Jam packed with fun and interesting info. The things we learned are 100% relevant and useful to our job role.
Bethaney Keely Business Account Sales Support
Presented very well with everything fully explained, fun and interactive. I learnt lots of new skills throughout the day.
Ross Colbert
The trainer was of very high standard and made the course better.
Iain Brown Customer Service Team Manager
Brilliant, covered so much more than I thought, involving day to day questions.
Mary Maguire
Choice Reflex has made a massive improvement to the structure and understanding of how to lead a call, very confident to start using this technique. Great fun, lots of useful information.
Sanchia Bachelor
Really valuable not only for professional but also personal life. Simple, not too much jargon to take home.
I took a lot away from today and it will help me in my day to day work. Thank you, I learnt so much getting past the gatekeeper, questioning and going over objectives.

TALK TO MARTEC ABOUT HOSPITALITY CUSTOMER SERVICE TRAINING

Contact our team today to find out more.

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