ScreaminSalesManager

Like some of us, we have been let go at least once in our career.  It’s a scary feeling, the feeling of failure….what will you do now?

Well, you can start with filing for unemployment.  Check out CareerLink or other opportunities to find a job that unemployment offers.

Update your resume and check on your references.

**Some ideas specifically for Hotel Sales Managers:

Reach out and network through your Chamber contacts.

Contact Sales Affiliates that you know to let them know you are looking.

Put your resume up on hcareers.com, monster.com and any other potential sites to get your resume out.

Contact any “head hunters” that might be able to assist you.

Check out hotel individual sites such as Marriott.com, Starwood.com - click on their career link and check it out.

DO NOT BASH YOUR PAST EMPLOYER.  It is not professional.

Good Luck!

Pure Energy

Tour & Travel Groups are fun,  easy to work with, easy revenue and crazy all in one.  These days Sales Manager’s don’t have coordinators or secretaries to assist with the follow up and maintenance of the group.  There is a lot of leg work for a Sales Manager.

It is important for the Sales Manager to gather all of the clients information so they can communicate that with the Management Team.  Some things to make sure they get is the rooming list, payment, arrival and departure times,  do they need baggage service, where are they eating, what is the age group, where are they going (is there more business?), what is their schedule, how many per room and are their chaperons.  If you can get the name of the bus driver and tour guide that is even better.

The Sales Manager needs to communicate all this information to their Team.  Make sure that the Front Desk Agent is aware that a bus in arriving and help them with any questions.  The Front Desk Manager especially must be informed of every detail.

If baggage service is needed, as a Sales Manager you will need to know what your market is charging for this service.  Is the charge per person or per bag?   I have seen pricing in my area of $4.00 per bag ~ round trip and $6.00 per person.

Most all tour buses will pay for room and tax on a master folio.  On the groups day of arrival, the Front Desk Manager can charge the master, pre-key their rooms and even check them in.  Piece of cake.  You want to have the room keys ready to go when the bus driver or tour guide walks up to your front desk.   There is nothing more embarrassing then the hotel operations not being ready.

Of course, for early arrivals it is understood that chances are the hotel may not be ready.  If the bus is to arrive prior to your check-in time, the Sales Manager should clearly communicate the check-in time with the client and make sure they know that all of the rooms may not be ready.  The Sales Manager should not promise an early check-in.

Where permitted, it is the Sales Manager’s role to meet and greet the bus, chat with the guest’s and provide information such as where your business center is, where they can go to eat, help them if they are not happy with their room or their room key didn’t work and make them feel welcome and at home.  Just think, these people may have been on that bus for 5-6 hours. Kids, Seniors or whoever they are, they want to head to their rooms, wander around the hotel to stretch their legs and simply relax.

When baggage service is required, it is important for the hotel staff to get their bags to their rooms as swiftly as possible.  I find it easier if someone marks the luggage with the room number and the remainder of the team to start getting them to their rooms.  It is a common rule that their luggage is never left without supervision.  Some hotels will place their bags right in their rooms.  Some will leave the bags outside of their rooms.  Personally, I would rather the bags go right into their rooms for safety and security issues.

There are no rules to how long it takes to get the bags up to the rooms.  It is common to know that it is important to get the bags up to them as fast as possible. Some hotels are more efficient and get a system down.  Other’s struggle and take a long time.  The longer you make them wait, the more impatient they get and the more annoyed they are.   Every minute is 10 minutes to them.  And the one thing you don’t want is for them to start taking their own bags.

Have you ever had someone say their bag was stolen?  Well, I can promise you that experience isn’t any fun at all and can cost you your account.

So good luck with your tour buses!  Make sure you take good care of them or someone else will!

Pure Energy

I spent part of my day cold calling today.  We did get a couple catering leads that will need to be followed up on. 

It is simply a different world.  The people we met today were tired, confused, mostly unfriendly, depressed and simply miserable.  What happened?  We walked into a GM Dealership that we thought was open but we went inside to an empty, depressing, quiet building.  You can tell that at one time this was a thriving business, now simply nothing.  A mid-aged women came out of an office and she was not to happy that we were there.  I almost felt bad for her. 

I went back to my job and was thankful that I had it.  I finished my work and headed home.  I am very grateful that I have a job.   Be thankful.

Good luck!

Pure Energy

As we all have heard the complaints about payment holds on people’s personal debit card.  I don’t know about you but in this economy I don’t want my free flowing cash on hold…not for one day….not for 10 days!

The hotel will swipe the guest’s card at check in and the amount of the hold will automatically come up (based on how many nights they are staying) or based on what the front desk agent puts in.  Just like if we put a hold on their card for incidentals.

I have learned to ask even as I take individual reservations, which all of us Sales People do on occasion, to ask if the card that they are using is a “debit card”.  I will give them advance notice that we will be putting a hold on debit card that they may not get back for up to 10 days.  This way it avoids complaints.  I have actually had guests tell me that we owe them for their “bounced” check because of a hold that we had on their card.

A lot of people don’t realize that we are “holding” their payment on their debit or credit card.  If you let the guest know in advance at check-in, debit or credit, the guest will appreciate it. 

The credit card - depending on their credit limit, will also get a hold on their card.  But not like a debit, the hold will not put a hold on their actual checking account. 

Communication is key to a happy guest especially when it comes to their money, to let them know what we are doing.

Good Luck!

Pure Energy

I find it so common that Sales & Operations collide.   Sales people are considered to have the easier positions, favorable hours and additional “perks”.  Operational people assume that they work the hardest, longest and scrafice the most. 

As a Sales person I am glad that I have Operational experience so I feel this is very helpful in my effort to establish a partnership.  

We as Sales people do not always fully understand why things happen.  I find it extremely helpful if we understand the basic Front Desk Operations along with Housekeeping and really every department.  

In Operations, I find that there is always that someone that is under the Sales Person’s skin.  No one person is going to mix with every manager and employee.  

Operations and Sales should have great communication, yield meetings, bonding time…whatever it takes.  We all work hard in every department and dedicated Manager’s can make a difference.  And don’t think the guest’s don’t feel the strain on the staff reflected from the Manager’s lack of ability to communicate.

Make it work.  The best hotel’s do.

Pure Energy

We are all on the edge of our seats no matter what industry, no matter Operations or Sales.  The hotel industry is certainly feeling the impact of the dwindling economy.  

Groups are still booking….but they are not picking up as much as forecasted.   Corporate Travel is down.  What will we do?

Sales People - don’t give up.  Focus and make a commitment to prospect and book.  That is your job.  Operations - keep the property nice and service exceptional.  Give the Sales People what they need.

I say “Respect Each Other” because it is still crunch time.  There has been no relief.  Us Managers are stressed out, working may hours and covering line employee jobs due to lay offs and terminations.  The show must go on.

Its tough for everyone and we are all working hard.  If the Team respects each other then it won’t be so stressful and with a bit of humor, going to the job won’t be so bad.  It will get better, but its going to take time.  In the meantime support the Sales Efforts and work together as a team.  Be proud!

Good Luck!

Pure Energy

Cold calling.  Sales People have been cold calling forever.  Sometimes it’s fun, most times it’s not. Are you that Hotel Sales Manager who cold calls each day?  Are you getting results?

I read an article today that was right on the money about cold calling.  Check it out at on www.gamingindustrywire.com~ Back to Hotel Sales Basics: The Basics Have Changed Big Time! - by Carol Verret.  She offers great ideas on finding leads without driving around all day accomplishing nothing but adding up miles. 

Other good ideas I have found helpful are on www.hotelsalesmanager.com.

I do not mind cold calling and I have had to do it for almost 20 years.  But, now a days I can look up anything on-line, find what I want, who I want and most times…..emails and phone numbers are listed right there.  Pretty simple.  If you are a good surfer you will save hours and hours of precious time along with additional costs for mileage that you will have to charge to your company.

Old School….yes, most of our Manager’s are from the Old School.  They believe that you will succeed if you spend your time cold calling.  I always think of that copier guy or office products fellow who cold called the Sales Office at the hotel.  It is hard to change the minds of an Operations Manager or Regional if they still believe that Cold Calling is the answer in this recession. 

Is cold calling the answer?  Do people really want to be cold called in the middle of their day?  Yea, sure some are receptive.  But when you leave are they thinking of that annoying copier guy who pops in anytime and bugs you?  

I’m torn on this subject.  If my DOS wants me to go out and cold call, I do my best to bring back information that might bring results.  Most of the time I find that I head back to the office and google them anyway.

Good luck to all of us Cold Callers!  Hope it works!

Pure Energy

I never minded cold calling.  I put on my detective hat and off I go.  I found it very helpful when I took a job in another market that I did not understand.  It helped me do better and back then, it worked!  Now a days you have to try and get past the guards, gates, locked doors…..it’s much tougher.  Even the funeral homes, churches and other organizations are not as easy to cold call anymore.  And most places that I actually get in I rather them just spit in my face and get it all over with….they’re nasty!!!

Have any interesting stories from Cold Calling and/or Meeting with Clients?  Here’s a couple of my personal experiences:

I brought the contract out to one of my potential corporate clients and we chatted….I thought it was going well.  I brought out the contract.  He reviewed it.  Then looked right at me and said that “I reminded him of his ex-wife”.  He did not sign the contract and I lost the business.

I was involved in a sale effort (sales blitz) with several Marriott properties that were local.  As always, when I cold call I ask for a business card, envelope…letterhead….something to take back with me.  I walked into an office in a business park and this woman was like meeting with the devil.  I was sweet, simple and she basically told me to leave.  Ok, I reached out to grab a business card (maybe I should of asked but I didn’t) and she slapped my hand and told me that I couldn’t have one.  I wish I could of seen my face!   So I left.  No biggie, I’m used to some rejection and thought this would be a story I could tell forever.  I couldn’t believe it!

I was on another sales effort with several hotels that we managed.  We met with the Regional Sales & Marketing, set our plan and off we went - 5 teams of two from different products and different states.  It was awesome.  It was a 3-day deal and the area was rich in corporate parks and buildings.  I was excited.  On the last day my teammate and I were kicking butt and ahead of the other teams.  There was a prize for the team with the most “hot” leads and I wanted it!  And she wanted it too!   The last day, we were flying into those offices.  It was near lunch and we had a pile of cards….some of them for my property possibly back in New Jersey.  Morning’s almost over!  Still have the whole afternoon.  What does she do…..she locks her keys in the car.  Back then we all didn’t have fancy cell phones.  We didn’t know who to call, what to do and of course, what Sales Person has money?  LOL.  It took all day to get us back in the car.  We lost!

Got any interesting stories….I’m sure you do!  Post them under comments.  It will give us all something to laugh at!

Good luck!

Pure Energy

If your property is near an Airport, I would imagine that you would of established a Park, Sleep & Fly Package for your hotel.   If you haven’t, well you better. 

Defining a “Park, Sleep Fly Package” meaning the guest will arrive at your hotel either the night prior or the night of their return from their trip.  It is common that only about 5% will stay the night after their trip upon their return.  They will need to leave their vehicle in your parking lot of your hotel while they are away on vacation or on business. 

In the Philadelphia Market their are two popular packages - one that includes up to 7 days/nights of parking and the other with up to 14 days/nights of parking.

You can find these packages on the properties web-site and/or other web-sites. 

Is your hotel close to an airport but your property does not include transportation?  Yes, it is an expense and a liability however, what is your competition doing?  In this market is it wise to add on this extra expense to the hotel’s bottom line.  Will this burden bring in it’s return on investment?  You will have to decide but if you don’t provide this service, then expect that you are loosing market share.

There are some other issues that need to be considered.  Is your area safe?  Is your parking lot lighting bright and open?  Will you need to consider hiring a Night Patrol Man or Off Duty Officer to patrol your parking lot?  Do you have enough insurance on the property in case of something serious?  Check out everything.

From experience I am finding that not one hotel puts emphasis in this market.  They do not have a dedicated Sales & Marketing Person or Team like the off-site companies do.  Think about it…..is your property getting your fair share with such a disadvantage?

Your competition is the off-site lots.  Most people will try and save a buck by getting up extra early to leave their home, drive 2 hours to their parking lot and get on their early flight.  This consumer is very easily attracted to a good deal to use your hotel to stay overnight so they can get up refreshed and ready to go.  Sweet and simple with no stress. 

How do you tap into this market?    How do you shift market share and create the demand?

Tapping into the Market

First you must know your competition.  What are the other hotel’s doing, charging and do they provide free transportation to and from the Airport.  At what times are they providing the service?  How many shuttles do they have?  How many drivers?  How many people does the van hold?  What is the condition of their vehicles.  Send over a spy and test the shuttle.  Are the driver friendly? 

To the Airport Properties:  Review or create your packages tomorrow!  Complete a competitive analysis and get your share!!!

Good luck!

Pure Energy

It is the responsibility for the Hotel Sales Person to Qualify….understand what the client needs.  Is their need and “annual event” or a “one time event”.  If it’s a one time event, where will they go then?  Is there a sister property or brand in that area for their next event?  Does your Management Company or Franchise offer a referral program?  

There are many, many questions that can be answered during casual chatting.  Or…you tell them that you are trying to understand their organization and process and ask if you can ask questions.  I don’t recommend you wham them without asking.  They will respect you more.  Some clients, the Chatty Kathy’s will go on and on.  So make sure you take advantage of their generosity and take good notes!

In the SMERF Segment that one time Family Reunion will book in another area the next year - or bi-annually.  If you ask you can be extremely helpful and a resource to this client who you will develop a superb relationship with.  Yes it’s work but that’s what Sales People are expected to do.  And it’s a gift!

Most Traveling Sports Teams ~ amateur or professional,  most likely travel more than one time a year.  They are traveling all over the USA and the world!  Where is your team traveling next?  

Student Tour Charters/Senior Tour Charters and Program Series.  Student Tour Buses may only be coming through your area that one time.  It could be a “one time deal” for the school and depending on the schools budget and success, will depend if they plan another trip that requires lodging.  Senior Tour buses are most likely involved with a church group or a tour wholesaler who books more then one date for their “program series”. 

For example Washington, D. C. during the Cherry Blossoms has an event that draws in thousands.  This tour wholesaler may only book in that are 1x a year.   There are tons of examples and opportunities out there. 

Corporate Groups may have an annual Sales Meeting or a continuous Training Class that requires lodging.  Type in “training” for your area in google or even the yellowpages and you will see who is promoting what.  In some cases you will find required training locations where a certification class is required and you may get some business.

Good Luck!

Pure Energy