Four months ago the Property installed the Opera PMS & Sales & Catering Program.  At first I found it very hard to learn and it was a true struggle.  But now as a Sales Person I can’t do without it.

Similar to many other programs, it is window’s based and I’m finding that it is a great tool for yielding our rates and inventory.  But lets talk about inventory and rates for a moment.

The initial training of the Opera System was terrible.  These fellows should not of been trainers.  The Sales & Catering Training one month later was much better.

We found many problems with interfacing with Wyndham.  Rates were incorrect on their end and they were selling our parking packages and other rates at $35.00?  Although we figured it out quickly, many reservations had already been processed.  The complaints started coming through.  What are people thinking?  A $35.00 rate?  We sent all of these complaints to Wyndham to handle.

Still we have issues with rates and interfacing.  Finally through the insistance of my Director, we have a Wyndham Representative and an Opera Representative this week.  They are working on the issues.

Our rooms inventory hasn’t been interfacing since we switched over from MSI.  During the room demand that the MLB created with the Phillies winning, it was our chance to capture additional revenue and sell out.  But our inventory did not jive with Wyndham and the CRS was overselling….to what we believed.  Then we found out that we weren’t sold out at all and the rates that they were selling at were wrong too.  It was extremely stressful and it seemed like we had no control on our own rooms inventory and rates.

So much time was wasted and this problem effected every department.  So how good is Opera?  How did this happen?

The old MSI PMS system was not efficient for yielding rates or room inventory.  The system crashed on us a dozen times a month.  People were complaining and we were loosing precious accounts.  We were in need of a reliable system and my Management chose Opera.

It is nice as a Sales Person to have our S&M program connected with the PMS.  I’m finding it very helpful for my traces – our property used the old file card trace system before Opera – can you believe it?  I’m getting more familiar with it every day.

So if you have Opera or if you are getting Opera and you need some help send a comment.

Good luck!

Pure Energy

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

I have an interview tomorrow night with another hotel for a SMERFE/Government Sales Manager. It is just want I would want since I do love the SMERFE Manager position. Don’t get me wrong, I like Corporate too but I find that the people are warmer and much more sincere than your typical Corporate Transient Account.

To prepare myself, I made the family eat left overs and I headed on over to take a peek at the hotel. I am not familiar with their market nor am I familiar with the property.

The hotel was hopping. I almost died when I saw two of my tour buses out in their lot…..that I stole and booked their whole series is at my hotel for 2009. Wouldn’t that be ironic if I did get an offer and accepted the position?

The location is okay, my current hotel is a bit farther…believe it or not but the traffic will be much worse. It took me under 10 minutes to get home without much traffic tonight.

I always recommend that if possible that before your interview you should tour the hotel. I checked them out on their website then made time to walk around the property to check it out.

From the moment I walk into a property I can tell how I would do as a Sales Person. I communicate with the staff to see how helpful they are and always I stop at the desk to bug them too. Most of the time I just tell them I am a bride and I stopped in since I was in the area.

I didn’t find the lobby to be a “WOW” and I can see that they are worn. But I also found out that they have completed their first phase of their multi renovation plan. I just got done at my current hotel…for over 2 years of renovations. Gosh, I can’t seem to get a break here….LOL. But at least I’m experienced in dealing with unhappy customers during renovations.

Well, I’ll let you know how my interview goes. We will see.

Good Luck Selling!

Pure Energy