The Hotel Sales Person doesn’t just book the group and hand it over.  For the larger convention hotels, yes, they have to hand it over to their Convention Services Manager.  But for the smaller properties it is the Sales Person responsibility to make sure that the client’s information and needs are communicated amongst the Management Team and Manager on Duty’s.  It doesn’t hurt to follow up with the Front Desk Staff too since they will be the first to greet your client.

It’s easy for the Sales Person to blame issues and failures on the Operational Staff.  I always thought, do I really understand what the other Manager’s go through?  It is important for the Sales Person to make sure that the Manager that they are communicating with is paying attention and get eye contact.

Most Manager’s these days are responsible for so much more than years ago.  The industry was professional and now it’s seems like a rate race to capture market share and simply keep your sales job.

For the larger groups with a lot of rooms and catering events it is helpful to arrange a pre-convention meeting or a conference call.  This will a – develop a relationship from Manager to Client, cover important details or needs, set the staff schedule properly and there are many other benefits.  The Manager’s also will take responsibility of what is needed.

To the client, WOW, they really feel important and they will respect the Sales Person for taking the time to connect everyone together.

Get the staff excited.  Let them know about the group and anything special about them.  It creates a different atmosphere in every department when the line level staff are aware of what’s going on in their work place.

At the end, send the thank you and not just from the Hotel Sales Person….that’s expected.  Maybe send one separate from the Head of Housekeeping or a Front Desk Agent.

If you have a group come through that had problems then invite the Management Team to a post-convention to identify the weak links and make them stronger for the next group.  The Manager is to then get with their team for a mini discussion on what they could of done better.

Make the Staff strong, thank them for their hard work, make decisions on what could be done better and do it!

Good Luck!

Pure Energy

Today was like the day from hell.  I couldn’t focus, get calls out or even think of anything.  I had one proposal and three contracts to get out this morning.  Once I type them they need to be signed off on by the DOS.  The contracts are new and much different then I am used to.  Although I am a pretty fast typist, they are taking me sooooo long to complete.  I was pulling my hair out by 11:00am as I floundered around trying to get back on track.

The office is being renovated and I can’t believe the working conditions I am trying to function under.  The banging, sawing, dust & dirt, noise levels….oh, my, need I say more? 

I haven’t had internet in more than a week nor the reservation system so I can’t check availability for my inquires or email my clients. And I’m sorry but that Country Music in the background that the workers are listening to, not to mention the “F” work every minute, was simply too much today.  I’M TRYING TO SELL HERE!  We are told that it will take another week or so.  Pathetic.

The tour bus contact called today to complain about his bill.  The room rate included continental breakfast and all taxes and although the package was built correctly, he was still charged taxes, more than $9 per room.  So of course he wants to be credited and of course I will have to waste time now getting everything together for review for his charge back.  And I felt like a fool and then I thought “again another front desk posting issue.” What’s the deal here?

I scheduled a preconvention meeting for tomorrow earlier this week for a large military convention that starts arriving on the 18th.  I have been working with my client now for over a year mostly by email.  I am online with here about something every single week. She is counting on me to make sure that everyone communicates with each other about what they need so it runs smoothly and they are proud.  Only one Manager took the time to even question me about this meeting.  I will soon see who I can count on.

Tomorrow I am expecting more chaos and more breathing in spackle dust.  My goal today was to get as many appointments and site inspections for next week.  I never did get back on track but I did get an “almost” but then she decided to wait until after the upcoming Holiday.  Don’t you just hate that excuse. 

I have lost three of my new solicitations that did come out for a hotel tour.   Our curb appeal is horrible while we are waiting for the new lighting to be put in….sometime next week. Although we are trying to be a beautiful as we can, the outside of the building is worn and old looking. We are adding new landscaping and when this project is completed we will appear to look much newer.  I can’t wait.

I am now going to spend the rest of my evening preparing for battle and tomorrow’s challenges.  I’m keeping it as positive as I can. Good luck selling!

Pure Energy