2. Salesmanship refers to the selling of hotel
services to a potential hotel client for
possible future reservation.
3.
4. The data collection and analysis role of the
director of transient sales is important to any
hotel. The other crucial role he or she plays is
managing the reservation sales team.
Reporting to these directors are staff
reservation agents, also called
reservationists. They are the one responsible
for selling transient rooms. The sales
manager sells group rooms.
5. Proper call management includes knowing
what to say on the phone. The phone call is
the primary transient avenue to any hotel.
Although faxes play a minor role and the
internet is arguably growing in its role as
Transient Avenue, the phone remains the
dominant method of making reservation.
6. It is essential for front office staff to develop
excellent product and service knowledge to
optimise sales within the venue and to
encourage visitors to spend more time and to
acquire more products and services.
7. layout of the hotel’s property
different rooms available
room rates
facilities available in room and throughout
the property
discounts available to nominated guests
types
payment methods,
booking requirements
cancellation and refunds
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
20. Food and Beverage Outlet Information
Has the local food critic commented about the
restaurant?
Does hotel offer buffets at set times or based
strictly on occupancy level?
What are the hours of operation for each outlet?
Do these times change during the weak or
seasonal shift?
Is there a dress code? What is the average cost
for each meal?
Does the chef prepare daily specials?
21. Are there coffeemakers, fax machines, data ports in the
room?
What TV channels are available in the rooms?
What are the hours of operation for the fitness center?
Are children activities available?
Is there an airport shuttle service?
What major airline services the local airport?
What are the room amenities?
What are the costs for roll-away bed and cribs?
Are there any nearby restaurant or attractions and what
are their cost and operation hours?
What is the average cab fare downtown or the airport?
What are the contact numbers for other nearby hotels? (In
case of the sold out situation)
22. Price sensitive customers are those who view
price as a serious factor in a purchase. Some
customers view extremely low prices as too
good to be true and may assign a poor value
to a product without having tried it. These
types of prestige price customers often refuse
to purchase a product of lower cost.
23. Need recognition. The buyer realizes they are somewhere
between an “actual and preferred state.” Whether it is
because of marketing, advertising, or peer pressure, they
want to buy.
Information search. The buyer sets out to find more
information on what they want to buy.
Deliberation. Using the information gathered, the
customer determines what the options are, and if there are
other alternatives or things to keep in mind before
continuing. This is where price sensitivity can develop, and
where you can lose your customer.
Purchase. The customer determines what to purchase, and
buys.
Post-purchase. The customer decides if this was what he
or she wanted, if it was a good decision, if they have
buyer’s regret, and if it’s time to return the product or ask
for money back.
24. Emphasize Value
Focus on Benefits and Not Features
Stress how best your product can solve their
problems
Do Your Homework
Beef-up Your Brand
Track Conversions
Be Compelling and Competitive
25.
26.
27.
28.
29. Many hotels have problems resulting from a lack
of communication or cooperation between the
sales department and the other departments.
Selling a service is a like a selling a product: in
addition to selling it, you must deliver it because
it is pointless to sell services or features that you
cannot provide.
Such problems are often the result of the
sales staff not being fully familiar with the
product. This situation can be avoided if every
person joining the sales staff is required to work
in each department for a limited period of time.
30. A salesman promises a convention 300 ocean
front rooms in a hotel that actually has only
200 rooms that faces the ocean.
A salesman promises to serve 500 full course
breakfasts between 8:00 and 8:30 in the
morning.
A salesman promises a menu on which
certain items that are not available at that
time of year
31.
32. Also avoid Silence – dead air can lead to confusion
and hesitancy in the guest. The only time silence is
acceptable is after a rate quote. Once the rate is
quoted, the guest may need time to consider it.
Agents must quickly give their first name upon
greeting the caller. This begins a rapport-building
process that will make the rest of the call much
easier.
A conversational tone ad a personal touches and
allows the agent to tailor his or her approach to each
caller’s need. Ask open-ended questions, “What
brings you to the hotel?”
Recapping the reservation with the caller. Verifying
the name spelling, restating the arrival and departure
day and date, repeating the room type and room rate,
confirming the method of guarantee can avoid
customer service issue.
33. Listen first. Using the rules of visual
communication, allow the guest to fully express
the problem. Making eye contact and avoiding
the crossing of arms at this point keep the
atmosphere open. Interruptions or excuses only
make matter worse.
Summarize and restate the problem. This
summary should include a restatement of the
guest’s reaction to the problem. Without
condescension, expressing back to the guest that
anger or disappointment is an understood
reaction validates those feelings. This also lets
the guest know that the employee fully
appreciates the scope and breadth of the conflict.
34. Make no excuse. Using words like “us” or “we”
instead of “they” invokes team approach to
conflict resolution. If a mistake occurred that
was the fault of the hotel, it should be
admitted.
Resolve the problem. If the conflict is
something that can be fixed, it should be
done immediately. If it can’t, the guest should
be compensated in some way.
Document the conflict. Documenting the
problem will create a record for future
changes in training or policy. Hotel managers
often use real life scenarios as teaching tools.
35. At different stages of the guest cycle different
forms are used depending on which
operating system a hotel chooses. Below are
some of the common forms used:
36. Reservation record or a reservation file
Letter of confirmation
Reservation rack and reservation rack
slips
37. Registration card (or record) or registration
file
Room rack and room rack slips
38. a) Guest folio: shall be of duplicate forms
and pre-numbered for cross-indexing control
purposes
b) Vouchers: support documents detailing
facts of a transaction, but does not replace
the source document (i.e. the invoice).
Examples of vouchers might include charge
vouchers, allowance vouchers, paid-out
voucher, and correction vouchers…
c) Information rack slips
39. a) Credit card vouchers
b) Cash vouchers
c) Personal check vouchers
d) Transfer vouchers
e) Guest history records
40. CRS or Central Reservation System – provides the
consumer with an avenue to locate a hotel of choice in a
certain location.
Connecting Rooms – have doors between them that can be
opened.
Contract Rooms – a block of rooms set aside for an
organization each and every night, whether they are
occupied or not.
Department heads – managers who are most directly
involved in a certain hotel area’s day to day operation.
Food cost – the cost of a particular food item in relation to
the price for which it is sold.
Front – term used to alert the bell staff that a guest is
ready to be escorted to the room.
MOD – manager on duty.
41. Overselling – a hotel may sell more rooms than
are actually in inventory.
Perfect sell – is reached when every room is
occupied and no guest was walked.
POS –point of sale
PMS – Property Management System
Seasonality – term used to define the time of year
when a special attraction is open or at its peak
level.
Slippage – the term used when analyzing the
group room performance. It is the difference
between what is contracted and what actually
arrives.
42. Choose your partner and get one whole sheet
of yellow pad and complete the script to be
performed next week.
Script to be submitted today
43.
44.
45. For Exemption for Final Exam log in and
register to this site and get a certificate of
completion
https://www.e-
tesda.gov.ph/mod/book/view.php?id=671&c
hapterid=1320
On the other hand, bargain hunters may only look for the lowest cost possible, without regard to the overall quality or longevity of the item. Learning how to deal with price sensitive customers helps improve sales and customer service initiatives.
Emphasize Value
Start talking about the value your offering delivers before the customer can bring up “how much does it cost?”. Make the customer see how you can help them improve their bottom line and streamline their bottlenecks. Consumers generally want an effective, useful and convenient product, regardless of the price.
Focus on Benefits and Not Features
Your customers may be using a comparison checklist with your competitors. Work out beforehand a cost-benefits analysis chart. Help the client understand that the money he is spending is actually an investment in the future. A better ROI is a very appealing argument.
Stress how best your product can solve their problems
Time saving is a good one. If they are arguing that you lack features X and Y (unlike the competition) show them for example, how your feature Z will give them an X% jump in productivity.
Do Your Homework
Research the prospect to save your time and effort. Make sure they are in need of your offering and (if you can) that they have the money to pay.
Beef-up Your Brand
Demonstrate that you care for your customers
Stress your excellent customer service
Get people to talk about you by writing an awesome blog
Remember to quickly respond to feedback
Track Conversions
If you’re selling online, track conversions. How many are coming to your page? How many are leaving? How many are buying? Document these stats, and then test different price points. In some situations, a higher price point might be better because the customer associates the higher price with more value.
Be Compelling and Competitive
Monitor your competitors daily to check if you are overpricing, but do not consider underpricing. The latter will not only eat into your profit margins but may also create a perception of low quality.
Your pricing should be competitive and compelling enough to lead the competition, drive sales and generate better margins. Up-to-date pricing intelligence lets you make snap decisions that could have a positive impact on your business.
Cooperation between the sales department and other departments of the hotel is fundamental to the proper delivery of the services that are sold. In the long run, the reputation for always delivering is the sales department’s greatest asset.
The sales staff can communicate with possible sources of business by direct mail, through “shot-gun type” mass mailings. This technique is most often used in connection with travel agents, but it may also used to reach associations and similar organizations. The value of the technique to a given hotel depends on the results achieved. The percentages of previous responses to various types of direct mailings should be periodically reviewed prior to further mailings.
These are very simple examples of selling a product that cannot be delivered. Had the salesman in each instance communicated first with the reservation department or the food and beverage department, he would placed the hotel is a position where at a later it had to make excuses or lengthy apologies. And too often, the burden of making these apologies falls upon someone other than the person who made the sale.
Throughout a reservation call, the agents may find themselves answering questions instead of asking them. These questions are customer concerns that can be a factor for selling the product. There are certain phases that agents should avoid:
Not every guest experience is problem-free. Resolving a conflict to guest’s satisfaction can turn around an unhappy guest and make him/her a satisfied guest. The following rules should be followed to meet or exceed a guest’s expectations: