Home / Services
ProSolutions' services help you identify your company's strengths and weaknesses. We provide a full suite of options including mystery or secret shopping, pricing analysis, and training programs and certifications.
Mystery Shopping
Trending - Posing as a customer with a specific service or property-related question, ProSolutions will phone your operators the requested number of times per month and evaluate their customer service. Our evaluation will include comments that describe the interaction and include suggestions for improvement. You will also receive an efficient and easy-to-read spreadsheet detailing who was spoken with, if the full greeting was given, if positive tone was utilized, how long the caller was on hold, and more.
Mystery Shopping
Posing as a prospective guest, ProSolutions will phone your reservation agents with the intent of securing a reservation. After the call, you will receive our Reservation Evaluation, which rates the performance of your agent and his or her successes and failures, including communication skills and the promotion of your amenities. This evaluation also includes specific suggestions for improvements for all areas of opportunity.
Mystery Shopping
Trending - ProSolutions will pose as a customer interested in your product or service. The Sales and Catering Evaluation evaluation will give you a snapshot of how your team member performed across 16 vital sales skills and provide focused suggestions for improvement. Get a highly detailed and targeted evaluation that will cover all aspects of the sales experience for the customer and will provide detailed suggestions for how your team member can improve.
Mystery Shopping
Federal and State laws have greatly expanded over the last century, placing a greater burden on businesses and their staff stay compliant. By working with us you will receive a detailed evaluation explaining whether your team was in compliance with any and all legal and corporate requirements you wish to be audited. Compliance evaluations from ProSolutions will help you reduce your liabilities and maintain peace of mind.
Mystery Shopping
ProSolutions will travel to your location undercover, working side-by-side with your team to learn their policies, rate their performance, observe them in action, and understand your client base. Based on our experience, we will produce an executive Team Policies and Procuedures report that highlights areas of success and failure, and makes actionable suggestions for making your operations more efficient, cost-effective, and customer-centric.
Mystery Shopping
ProSolutions performs mystery shopping (“secret shopping”) evaluations or recorded phone calls from customers to produce a thorough evaluation of one of the most valuable parts of your team. We evaluate your customer service representatives according to accuracy, rapport, and customer satisfaction. Our report identifies areas which need improvement as well as areas of success. Specific suggestions for improvement will be included to facilitate the ongoing development of your team.
Mystery Shopping
Website performance and effectiveness should be a significant consideration for any business in the 21st century. After all, customers prefer companies who exhibit good customer service over the web. ProSolutions will evaluate your website and rate the level of accessibility users have to your team. We will pose as a potential customer and submit a RFP through your website, recording how long it took to receive a response, how the response was received (call or email), as well as other factors.
Mystery Shopping
ProSolutions will pose as a potential client using an authentic scenario and will engage in a typical and comprehensive customer experience. An audit of a hotel, for example, may include a call your location to make a reservation, receipt of any pre-arrival emails, a phone call to the concierge or front desk to inquire about transportation, visitation/use of each of the key amenities/services you desire audited (dining, spa, shopping, and so on).
Mystery Shopping
Posing as a guest who will be staying at your hotel, we phone your concierge desk to utilize their services, such as making reservations. You will receive a detailed evaluation summarizing all aspects of the guest's experience along with actionable recommendations for enhancing the service and experience.
Mystery Shopping
Trending - Acting as a customer, ProSolutions will either phone or submit an online ERFP to your hotel to track how long it takes your S&C department to respond. With an ongoing program, you will receive a summary document showing averages and trends.
Pricing
Through a variety of customized scenarios and targeted objectives, ProSolutions will help you learn if your hotel's prices and offerings are competitive. We can compare more than 300 of your hotel's revenue-generating prices to help you create strategic pricing that best helps you stay ahead of your competitors. We can even take this a step further and focus on key Sales & Catering event details so you can learn what prices and concessions your competitors are including for certain dates.
Pricing
Discover what types of packages your competitors are offering and the rates that they are available. Being able to identify what price points your competition is at provides you with the advantage to proactively tweak your vacation packages so you can get the best results. We can create this report for any time frame you desire, especially during major holiday weeks where travel packages are marketed the most.
Pricing
Discover if your negotiated rates are bringing in business travelers or if you are being undercut by your competitors. You will receive an efficient spreadsheet providing you with the business transient negotiated rates for your competitors, as well as whether those rates include internet, breakfast, and other accommodations. The more information we can provide the better you are able to be proactive in rate decisions instead of reacting to what others do.
Pricing
Utilizing the real customer scenarios and key metrics that affect your overall bottom line, ProSolutions will learn, analyze, and report how your group room rates compare with those of your competitors for different sized groups, events, and special functions. With our proven methodology we are able to provide you with the best information with actionable next steps so you are always able to stay ahead of your competition.
Pricing
With our easy-to-read tracking form, ProSolutions allows you to not only review and evaluate the rates at your hotel... but also the rates your competitors are offering for the big upcoming dates that are important to you. We are able to complete this project on an ongoing basis to best facilitate tracking of periodic discounts and increases as the dates of stay approach.
Pricing
Are your revenue-generating facilities living up to your expectations? Our goal is to uncover the data behind your restaurants, golf courses, spas, and other unique amenities in order to see how you stack up against your competitors. These price evaluations will ensure that you are priced as competitively as possible and aren't getting beat to the punch on the packages you offer.
Pricing
Learn the types of service and the length of sessions being offered by your competitor's spa facilities. ProSolutions will also gather insights on pricing, products used during sessions, and treatments performed all in a detailed report so you are able to provide the most innovative and competitive spa services to your customers, ensuring they will never forget a stay at your resort.
Pricing
Posing as potential buyers, ProSolutions will contact your competitors to determine what pricing options are being offered. Not only do we go above and beyond to provide you the necessary pricing comparison, we will also give a detailed report on the quality of the property, a list of the services, and the level of salesmanship and the techniques used to close the sale.
Training and Certification
A ProSolutions associate will conduct in-person training with your team. The number of classes, the length, and the content are all completely customized for your case. Frequently requested topics include, handling upset customers, effective email usage, and building more loyal customers. ProSolutions in-person training is done in a positive and enthusiastic manner that allows your team opportunities to ask questions, to learn together, and to build team rapport.
Training and Certification
Tele-training is conducted over the phone between a ProSolutions associate and one or more members of your team. Whether you want to focus on new training topics, as additional feedback following quality assurance evaluations, or as corrective training for individuals performing below your benchmarks, Tele-training allows your team to ask questions freely and receive immediate, detailed answers.
Training and Certification
Online webinars are a cost-effective means to training a large group of people. ProSolutions will host an online training class to teach your employees a highly-effective lesson on hospitality and customer service, customized to your specific situation. This webinar is especially beneficial for teams in multiple locations, as they can participate wherever they have access to a computer with audio and microphone.
Training and Certification
Trending - ProSolutions will create a fully-customized training program for your team to utilize at your discretion. Programs can include a variety of materials, including written modules, quizzes/tests, presentations, roundtables, and more. Your interests, your team needs, and their scheduling flexibility will be used to determine the types of techniques utilized. Metrics such as quizzes or tests, or quality assurance evaluations can be used to determine successful completion of the program.
Training and Certification
By consistently enforcing policies and procedures stipulated in the employee handbook, your company should be well-versed in your best practices and procedures. ProSolutions will work with your team to learn their needs, then create an employee manual that will outline your best practice procedures. Examples include hotel guest check-in, waitstaff restaurant service flow, standards for conducting employee reviews, and timeshare sales process.
Training and Certification
ProSolutions will gather, condense, clarify, and organize all of the information found in your company’s current training tools and documents in order to make it easy for your team to access and comprehend. Faster on-boarding means less time spent training and more time spent operating efficiently. We can also produce standardized templates regularly used to enhance common business procedures, such as client lead sheets, first-touch email templates, and more.
Training and Certification
ProSolutions produces turn-key hospitality-focused training tips and exercises that will arrive in your team's inboxes each week. Topics from a variety of subjects, including customer service philosophies, email tips and etiquette, sales efficiency, refreshing prior training, and much more. Tip-of-the-Week emails allow you to keep your team up-to-date with a minimal investment of your time and energy.