Topaz University Training

It’s not magic

Our reservations sales associates consistently deliver an outstanding voice experience and higher revenue to our clients. It starts by recruiting US-based talent who already possess the soft skills to be great Reservations Sales Associates. Every associate trainee must then complete our dynamic Topaz certification program before taking their first call for your property.

Topaz University training

It’s not magic.

Our reservations sales associates consistently deliver an outstanding voice experience and higher revenue to our clients. It starts by recruiting US-based talent who already possess the soft skills to be great Reservations Sales Associates. Every associate trainee must then complete our dynamic Topaz certification program before taking their first call for your property.

It’s not magic.

World-class tech

gabrielle bustillos,
topaz reservations sales associate

“Through the training, I feel I know the hotel as if I work there in person.”

“It’s astonishing how detail-oriented our hotel Information Resource is. Another key is the support of our amazing leadership team who stand by us as we learn.”

Gabrielle Bustillos,
Topaz Reservations Sales Associate

Gabrielle Bustillos,
Topaz Reservations Sales Associate

“Through the training, I feel I know the hotel as if I work there in person.”

“It’s astonishing how detail-oriented our hotel Information Resource is. Another key is the support of our amazing leadership team who stand by us as we learn.”

Gabrielle Bustillos,
Topaz Reservations Sales Associate

At Topaz University, training includes classroom and one-on-one coursework. Associate trainees learn to master our Ideal Call guidelines that help them make a genuine connection with your hotel’s future guests; they learn how to overcome rate resistance, upsell, cross-sell, and assume the sale. Additionally, we invite our hotel partners to provide their perspective and preferences on selling the property via a presentation. More than anything, trainees learn how to listen closely to a caller’s needs, and offer appropriate recommendations, so the person on the other end of the call not only feels helped, they feel heard.

Beyond certification, we continue to support our associates with ongoing mentoring and coaching. Once the associate begins taking calls, they are provided supervision and guidance when needed and our quality assurance team is there to reinforce our dedication to Genuine Hospitality.

So, it’s not magic, even if sometimes, receiving genuine customer service feels magical.

At Topaz University, training includes classroom and one-on-one coursework. Associate trainees learn to master our Ideal Call guidelines that help them make a genuine connection with your hotel’s future guests; they learn how to overcome rate resistance, upsell, cross-sell, and assume the sale. Additionally, we invite our hotel partners to provide their perspective and preferences on selling the property via a presentation. More than anything, trainees learn how to listen closely to a caller’s needs, and offer appropriate recommendations, so the person on the other end of the call not only feels helped, they feel heard.

Beyond certification, we continue to support our associates with ongoing mentoring and coaching. Once the associate begins taking calls, they are provided supervision and guidance when needed and our quality assurance team is there to reinforce our dedication to Genuine Hospitality.

So, it’s not magic, even if sometimes, receiving genuine customer service feels magical.

Thanks to our stellar training and intuitive tech, Topaz Reservations Sales Associates extend brand consistency to offsite reservations, leading to an outstanding guest experience.

lila bear,
topaz reservations sales associate

“We help them create a dream stay, even before they feel the need to ask.”

“We are trained from the start to anticipate our guests needs and wants, and help them create a dream stay, even before they feel the need to ask. When working with callers, we are trained to go out of our way to make sure each caller has a unique and sincere experience. Our goal is to leave our guests feeling even more excited for their stays.”

Lila Bear,
Topaz Reservations Sales Associate

Lila Bear,
Topaz Reservations Sales Associate

“We help them create a dream stay, even before they feel the need to even ask.”

“We are trained from the start to anticipate our guests needs and wants, and help them create a dream stay, even before they feel need to ask. When working with callers, we are trained to go out of our way to make sure each caller has a unique and sincere experience. Our goal is to leave our guests feeling even more excited for their stays.”

Lila Bear,
Topaz Reservations Sales Associate

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