Monthly Archives: August 2008

Sales Manager vs. Operation judgment call…….

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Yep, woke up again this morning with a phone call from the hotel.  One of the sporting teams, about 8 rooms, asked for a late check out….at 1pm.   Our check out time is at 12 noon. Ok, I’ve seen it one hundred times especially being at an airport…extra early check in requests and late check outs.

My solution for this group, based upon occupancy – staffing levels and arrivals – of course, would be to leave them with two or three rooms to hang in while they wait the extra 1 hour.  What’s the big deal?  Instead they make them all check out, store their luggage and wait in the lobby; all 20+ of them.  I’m sure that we “wowed” them with this executive decision.  

Do you mean to tell me that the housekeeping staff couldn’t do those rooms last?  Where these the very last rooms that housekeeping had to clean…I’d bet my next paycheck – not.  Are we sold out tonight?  NO!

Aren’t we in the hospitality industry?  Where do some of these Manager’s pull this crap out of their asses from?  Where’s their common sense?  No wonder our service levels are are down and not to mention the rewards points feedback about our hotel asking if they would “refer the hotel – no and intent to return – no”.  THERE ARE MORE THAN 15 HOTELS IN A 3 MILE RADIUS, ALL KINDS OF BRANDS.  Why wouldn’t they do everything possible to please the guest….not to mention a group.

Well, I will have to call the coach and apologize on Tuesday morning on behalf of the staff.  I know “the operation people” are shaking your heads but take a moment and look through the Sales Person’s perspective once in a while.  The economy is tough, companies are laying off, closing…….the stock market is shaky.  Everything is down.  I’m kissing butt to get clients in here and to return after unpleasant stays.  Cut me some slack here!

Operations, Sales and Food & Beverage clash all the time.  I have years of experience.  So much that I have learned how “to communicate” with each department. 

Stress isn’t fun and certainly bashing a fellow Manager isn’t a very honorable thing to do.  If I made a mistake, I will admit it and look for a solution.  Besides, I really do like everyone that I work with but on this call, I would of exhausted my options before I simply threw them out of their rooms.  It’s that simple.  They would of appreciated any little thing that could have be done to suit their needs and solve their problem. 

What do I do to communicate and get along with the staff:

1. I never lie.   

2. I do not blame other people for my mistakes. 

3. I do not gossip or talk about any Manager’s around anyone nor with anyone. 

4.  I stay positive ALL OF THE TIME….even when I’m in a bad mood. 

5. I treat the business like if it was my own.

6. I make sure I greet every one and make sure I say good night to everyone when I leave.

7. I eat in the break room (as disgusting as it is) with the staff and take smoke breaks with them – gaining respect.

8. I spred the word about any upcoming groups or new accounts to get the staff excited and interested.

9.  I make sure I commend the staff member or members that have done a great job.

10. I motivate, inspire and promote my hotel with pride….my out and release is this crazy blog!

I laugh, enjoy and have a good time with the staff and in return, anyone will do anything for me and I will do anything for them if they needed help.  We need to be a team.

That’s some of the things that I consciously do each day and it is rewarding.  But, I know that my style isn’t like everyone else’s as we are all so different.  Whatever works, do it.

Pure Energy

Never A Dull Moment for the Screamin Sales Manager

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Never a dull moment even on my day off.  Well, as I thought and said, even with the “Waivers” signed by each sports guest and all of our policies explained by the Front Desk Personnel at check in, the sporting team kids took over the hotel.  We have about 50 rooms each night in over this Labor Day weekend and all will be checked out by Monday morning.  But will the staff make it? 

Someone left the Housekeeping closet open on the floor that they were blocked on.  The kids got in there and did their destructive deeds.  Why, why would anyone leave anything open?  And of course the noise complaints, missing parents, nasty teenagers.  They have no respect and nor do their parents. 

After I received a call about the problems from the AM MOD, I emailed both team contacts and copied the Sporting Facility contact, GM and DOS a message:  Any repeat complaints from any room or repeat problems with kids in the lounge, exercise room, etc. that the family will be evicted without question and they will not be refunded and they will pay for their full stay.  What more can I do?

I know, if we evict one family, they will straighten up.  I’m sure we will have complaints, but, I have had to do it before at another property, I hated it but it worked.  So I called the MOD for tonight and told her any one out of control that it was up to her judgement to do the right thing. 

I think that in this case a lot of other Manager’s might not want to kick anyone off the property. They are uncomfortable and they also don’t want to be the reason why chaos is started or the loss of an account.  But I tell you, this type of account isn’t worth it if it can’t be controlled.  They destroy the hotel, inconvenient other guest’s and confuse the staff. 

We as hotel people are responsible for all the guests and this building and we do not need to take abuse or to have anything wrecked in what we have done in renovations so far.  It isn’t fair and the police should be called and they should be escorted out of the building.  And if I want to be a real B****, I can call all of my sales friends in the market to have them black balled and create havoc with the Sporting Complex.

I have teenagers and I’d kick their ass if they acted like the kids with these teams.

As I increase my sales and capture the larger conventions etc., I won’t need to book this type of business for our hotel.  I am working on finding my niche, competitive pricing and basic city knowledge.  Knowledge is power and although I will have to use some sales time and personnel time for research, it will be worth it.

Now that I spoke to the AM MOD, PM MOD and General Manager – who called me to follow up about the email I sent to my contacts, I think that I can rest easy.  Security will be arriving around 11pm until 5am so until then, I’ll keep my cell next to me and try to assist in any way that I can. 

Enjoy your evening!

Pure Energy

Sales Manager off for the Holiday……

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What a long day.  Two tour buses checking in this evening after 9pm.  Sporting teams checking in all day long…..making reservation changes, additions, oh my.  Kids roaming about with nothing to do…parents missing?  

I felt like a reservationist all day.  I fiddled around in Opera to make and change their reservations. I’m so slow since I am not comfortable with the program yet.  With the stress and fighting going on with the Front Desk Personnel, they complained to their coach, thus the coach referred me and they called.  At least I know they were satisfied when we hung up.

I thought I would reorganize, review some of my traces and get some emails out wishing a happy holiday.  Got to be in their face as much as possible.  But no luck.  I’ll have to send my happy holiday message out tomorrow from home.  I was just too busy.

Another death for our hotel staff to swallow.  One of our owners died today.  It was sad for everyone.  I really liked him.  He hoped for the success of his hotel.  He believed in his Management Team.  He would stop in the Sales Office as he was always curious of our action plans.  I wanted him to be proud of his hotel.  But guess what.  He will never have the chance now to see his hotel in action now.  I’m sad about that and sad for his family.  He was a good man.  May he rest in peace.

We are rolling out a new Restaurant Menu in the next two weeks.  Next week we will take 3 days to blitz the market with our new lunch buffet menu.  Like most older hotels, we used to produce in the Restaurant and kick butt in revenue.  But as we let the Restaurant get run down, and not to mention the crappy food and ugly decor, people stopped coming. I am wondering how this is going to work out.  Our Food & Beverage Team are going to charge $14.95 and that does not include a beverage or tip.  What do we think….we have hired Gordon Ramsay?

Yes, it is a competitive price to the established and fine restaurants in our market but…….we have a terrible reputation and really, come on here.  Who is going to pay $20 bucks for lunch?   The service still is not mastered and not impressive and the food, well, unless there is some magic going on, I just don’t see it happening. 

My dinner with my clients last Friday was horrible and I barely ate anything.  My client sat quietly hoping I didn’t notice her reaching to her mouth to pick out the fish bones from her flounder…”the special”.  No she didn’t eat.  Her husband ate his chicken but it looked like rubber to me with every cut he made. Let’s be real here. I will cooperate, be positive and work hard for the blitz to help support the Restaurant.  We need the revenue.

My sister called and needed accommodations for one night in a couple of weeks.  She wasn’t looking for a discount.  She simply wanted a decent and competitive rate.  I can’t help to think how I really don’t want her to stay at my hotel.  She’s a polished professional.  I’m a SMERFE Sales Manager – we are different.  I am forgiving, she is a female professional.  I’ll be cringing every day now until she checks out.  I am afraid of my staff’s service, facility and certainly my god, I hope she doesn’t eat in the Restaurant. 

I feel bad saying that as I strive each and every breathe I take to increase sales.  I’m not as worried about my tour buses, family reunions or military groups….but I am worried about my sister.  Well I worry about all of my groups, don’t get me wrong.  My relationships with my clients are very special to me and I certainly don’t want to let anyone down.  But I must realize that some things are out of my control.  My property is still putting the team together, trying to get people trained and trying…..trying to make a difference. I must be patient.

I do believe, I must believe that we will get out act together and get our service levels up and facility appearance better.  Otherwise how can I sell?  Am I just a dreamer or should I find another hotel to work at?  I really want to be part of the team that turns this property around.  In a way it’s fun and challenging but in another ways it’s beyond frustrating. 

I’m off tomorrow and I’m excited about that.  Have a nice day tomorrow.

Pure Energy