Monthly Archives: September 2008

Getting ready for the hotel site inspection….

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One of our goals in Sales is to get Site Inspections and people to tour the hotel with you.  Once you get the commitment, get ready to do some work.

When I get a commitment to come for a tour – with a date and time, the first thing I do is make a list of questions and decide on what I want to get out of the appointment. 

From there I google their organization and surf through there pages to get an idea who they are.  This knowledge is also good to get for when they do come so you have something to talk about that is in their interest.

What are they coming for?  Some will come to tour before they sign a booking agreement.  Others for future business. 

When I get an inquiry, lets just say for a wedding block, I always invite them out and I make time for them.  Most Sales People won’t just ask them to come and meet with them.  They rather quote a rate, hang up then shoot out an email.  This is not “WOWING” the caller. 

When you are sincere and welcome them to your “home” you will have a much better chance to book them.  Always invite them to take a site inspection of your hotel.  Not to mention that your General Manager will keep seeing you on tours.  This looks good for you.

From there I route a Site Inspection Form noting their information and how much I feel the client is worth. 

The day before I always call to confirm the appointment.  I do not email them, I call.  This shows that yes, I do have time for you.  I think the clients like it better.

On inspection day, I will then choose the rooms that I want to show.  To be sure I don’t have any surprises, I walk the route that I am going to take with them to pick up any trash or to get something done before they arrive.  And I take the time to inspect my rooms.  If I don’t like them, I pick more and keep checking until I find what I am looking for. 

On a good day it may only take me 15 minutes and I always find something that I don’t like to get taken care of.  On a bad day I have taken over an hour to find the perfect room and the perfect walk threw path.  Based on occupancy the night before, I don’t always get the best pickings of the rooms. 

I recommend getting show rooms if possible. A show room should look perfect.  As perfect as the room looked when it first opened. It should smell good too.  I must say that I wasn’t happy with the show rooms that my Management Team picked out but I will be sure to bring it up at our next Staff Meeting. 

We put the show rooms in an out of order status but we sell them if we have to.  We try to keep our show rooms out of order but with the past hurricanes and bad weather, we are running pretty good on occupancy so they had to use them.  We are an Airport Property with much distress and airline crews.

If you have show rooms, don’t add a bunch of extra items…..flowers etc., that are not in all of the guestrooms.  Show them a clean, clean smelling and fresh room.  Don’t fudge too much.

During my inspection, I have my list ready for the client with my questions and I tell the client that I have questions for them.  Then I ask approval to take notes. 

Once they leave, I make it a priority to get the proposal or contract done to get it to them as fast as possible.  Clients are impressed when they get their paperwork shortly after they left the property.  It shows that YOU the Sales Person is interested in a partnership and that you will be committed to them and hopefully them to you.

If it is a Wedding Site or similar, I type up a thank you letter and get it out the next day.  Then of course follow up on them if they are ready for a contract or not.

You will not close on every site inspection that you get.  There maybe issues such as the facility, location, curb appeal or something that the client didn’t like about the property.  Do the best you can and the more sites you get, the more you will book….but not every one.

If your property did not get chosen, ask why?  This is important information that you can share with your Management Team.  Maybe it’s something that you can have corrected so they will consider signing with you. Definitely follow up.

The more you “WOW” them, the better chance you will have to get their signature.  And that’s what us Sales Manager’s are all about.  Getting the ink on the paper!

Good luck tomorrow!

Pure Energy

Hotel Sales Manager and how to find Group Business….

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I’m a SMERFE Sales Manager at a mid-scale airport hotel, newly renovated, 5 miles south of a Major City. We offer over 300 rooms, restaurant, bar, business center, 13,000 square feet of flexible meeting space and over 1,100 spots for secured parking that we own and operate.

The property was a dog and a lot of our regular group accounts were lost to competition over the years. It has been a challenge to win these clients back. Depending on how bad we want them, depends on how low we go on our rate. Mostly every time, if I under ball I will get them back for a try but that is not my first quote.

I have taken the time to shop call my competition. Now I know how they are selling and what they are quoting. Knowledge is everything and you are much smarter during negotiations.

You all know rate is a huge part of the buy decision. To lure them more, we give a comp room for who ever during the duration of their program. We have plenty of rooms available on any date next year. So we can take base business. If you have bookings, make sure you cap your group rooms so the property maximizes in revenue over those peek dates.

Gas prices are up, travel is down, the economy is lost and we vote for a new president this year. Take all you can get if it makes sense for your property and budget.

I have called, emailed and mailed letters to old clients that we had lost. Almost every one of them I either matched the rate of my main competitor based on who they tell me they have spoken with. Or I drop the rate a couple bucks down and they usually gets them. That might not be the best advise or make sense to your property, but for my type of hotel, it’s working. I spend 30% of my time working on this business with about a 90% return.

Some things I make sure I do is keep in touch with these clients and keep to my promises. If these clients are traced properly, you will not waste time calling too early to follow up or calling too late.

Some basic examples of SMERFE Clientele that I would categorize are:

Social – Family Reunions, Wedding Groups, Traveling Sports Teams

Military – Reunions, Programs, FEMA, Government

Education – Events, Conventions, non profit, student tour and travel

Religious – Conventions, Meetings

Fraternal – Schools, Colleges, Universities, Government

Entertainment – Entertainment Groups, Tour & Travel

SMERFE Sales Managers need Personality.

A SMERFE Sales Manager is friendly, caring and dramatic. They are creative, fun and get along with everybody. The personality is very patient and forgiving then any other position. They are much different from a Corporate Transient or Corporate Group Sales Manager.

I am at an airport with the best transportation to and from the airport….with the Secured Parking Business we have over 17 shuttles. It gives us a unique niche in the market.

The property is located near a major city that offers many tourists attraction. And I need new Group Business. I have begun a mini soliciting program to all of the city’s venues. I’m setting up appointments with their Group Sales Managers to meet with them and ask them to refer me to their inquiries and clients. It’s working.

They are excited to meet with me and I have had no problem getting an appointment. I need them, they need me. I’m even getting referrals and other names of other Group Sales Manager’s at other venues. I asked if I could use her name and she said yes. Make sure you always ask first.

I think part of my success rate to get appointments is that I introduce myself as the Group Sales Manager. I ask “would it be beneficial to both of us to begin a referral program.” Who’s going to say no? Our Titles are the same making us equal in status. No I have not booked anything as of yet. I only begun and I have met with only 2 of my 30 or so that I am reaching out to.

However the response is great and I have qualified potential. I will be EXTRA SURE to keep in touch and nurture the ones that I find the most return.

I’m going to give it some time to build the relationship. In the next month I will know their birthdays, their family and personal life….I’m going to make them a friend. I will do everything it takes to be their “GO TO” Sales Person.

My advice to the Hotel Sales Manager’s who are trying to find more Group Business, I recommend you look right in your back yard. I’m sure no matter where you are located, there has to be something there that will draw out group business.

Take a look at your past business. Is there anyone who you can rebook? Give them a call, qualify them. Google sporting events, convention business and overall trends of the market. The business is there, you have to work hard to find it. Get Competition Reader Boards. Drive through their parking lot on a Saturday night to see what’s going on. Get friendly with you competition Group Sales Manager’s. Who do they refer? Any other hotels in your family or brands that you can reach out to for referrals?

There is Group Business in each market. Exhaust every resource and you will succeed.

Good Luck!

Pure Energy

What did your Team do for Housekeeping Week?

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If you didn’t recognize your Housekeeping Staff this year, shame on you. Begin planning now for next year.

Our Hotel truly celebrated I must say that I’m proud. Each day we had events in the ballroom. They loved it. We gave out medals to the folks who won…..1st, 2nd & 3rd place. We even gave out some cash prizes.

On Thursday we had an all employee picnic. We had delicious food, that was served to us Banquet Style, snow cones, a basketball net….so much. It was awesome. And for fun we rented a dunking tank for all of the Manager’s to go in.

The staff payed $1 per ball to beam it at the target to dunk their Manager. Yes, even the GM got in it. We collected $275.00 which we donated to a local children’s charity. It was really fun.

On Friday they were given a water bottle with our logo on it and the final competitions ended in the ballroom. They really liked it.

The Housekeeping Staff smiled, laughed and had a great time. It was truly bonding. And we hardly had any call outs that whole week.

It’s been over since this past Friday. Individuals are still boasting about the medals.

I think we bartered anything that we needed. We didn’t really have to pay out with the exception of our food cost and some gratuity for the workers ( 2 of them). The most we needed was our time. And that cost nothing.

Building moral, team work and trust….this will be your reward for taking some time out to celebrate a National Event.

So for next years National Housekeeping Week, acknowledge your Housekeeping Staff. Think about it. This is hard labor work that we certainly don’t want to do. And for usually the least amount of pay. They deserve a little attention.

Good Luck!

Pure Energy