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e-Learning

The e-Learning module helps your team continuously improve their upselling skills through a series of short training videos and quizzes. It is designed both for onboarding new employees and for refreshing the knowledge of existing team members. The full course takes approximately 60 minutes to complete, including all quizzes.

 Available Training Courses

Navigate to On-Arrival > eLearning > Training Videos.

Training courses are assigned based on the user's role.

Agents

Agents have access to the Front Desk Upselling Fundamentals course, which covers topics including:

  • Upselling fundamentals
  • The upselling sales process
  • How to sell room upgrades effectively
  • How to sell additional services and extras
  • Guest communication techniques
  • And more

Influencers

Users assigned as Influencers have access to:

  • Front Desk Upselling Fundamentals
  • Influencers Training

The Influencers Training focuses on helping supervisors and team leaders drive an upselling culture within the hotel, coach team members, and maximize performance.

Knowledge Checks

Each training module includes short quizzes to help users test their understanding of the material before moving on to the next topic.

These quizzes reinforce key learning points and help ensure that important concepts are retained.

Managing Training

Navigate to eLearning > Setup & Management.

Assign Training Videos:

By default, all available videos are assigned to every team member.

If required, you can customize the learning experience by assigning specific videos to individual users.

This allows you to:

  • Assign only relevant training for specific roles.
  • Gradually release new content.
  • Focus individual team members on particular topics.

Track Progress

The Setup & Management page also allows you to monitor each team member's progress.

For every user, you can see:

  • How many videos have been completed.
  • Which videos are still outstanding.
  • Overall course progress.

This makes it easy for managers to follow up with employees who have not yet completed their training.

 

Best Practices

We highly recommend making e-Learning part of your team's ongoing development plan.

A proven approach is for the Front Office Manager to set a clear completion deadline and regularly monitor progress.

e-Learning is particularly valuable for:

  • New employees who joined after your onsite training and need to quickly get up to speed.
  • Existing team members who would benefit from a refresher on upselling techniques.
  • Ensuring every agent follows a consistent upselling approach, leading to more confident guest conversations.
  • Maintaining momentum after training so upselling techniques become part of everyday operations rather than being forgotten over time.

Hotels that continuously reinforce upselling skills typically achieve more consistent results. Even experienced agents often discover new techniques or reminders that help them identify additional opportunities, improve the guest experience, and generate more upgrade revenue.