WINNING Standards for Managing a Great Hotel Sales
Transcript of WINNING Standards for Managing a Great Hotel Sales
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WINNING Standards forManaging a Great Hotel Sales
DepartmentIt’s Not What You Do,
It’s How Well You Do It…--Tom Pasha
www.tompasha.com // www.contactplan.com
http://www.tompasha.com/http://www.contactplan.com/http://www.contactplan.com/http://www.tompasha.com/
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!r, to "uote twofamous hotel managers…#You $an’t alwa%s get what
%ou want… &''Mi$( )agger * +eith i$hards
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Starts with a Sales
4ttitude Wor( with %our D!S and GM5
Sales is li(e an% department, %ou $an
design it, measure it and reward it2 6rodu$tion is e-er%thing7 if %ou $an’t
measure it, it didn’t happen3 Measure /entati-e and De8nite 9usiness
:ompare produ$tion to 9udget, Year 6rior,olling 6rodu$tion /otals5
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ememer Your Cirst 9oss. /oda%’s Managers need that N!W7 man%
ha-e ne-er een through a tough
mar(et, and the% are aout to enter one Cirm, Cair and at times, EFY demanding 4 /ea$her, Mentor, :oa$h
Set Goals and Deadlines and held %ou tothem /hree +e%s5 S%stems, Standards, Support
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Sales S%stems5 Sales e$ruiting
Sales /raining
Strategi$ Selling
Sales !$e
S%stems
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e$ruiting5 Hire the 9est,
Not the #9est 4-ailale& Inter-iew /ough5 ole'6la% a Sale7 listen
for Ceatures, 9ene8ts and :losing Ha-e a $andidate ma(e a sales $all with
%ou wat$hing /ell the $andidate e0a$tl% what %ou
e0pe$t +eep the Sales Des(s full of "ualit%
sales people7 an empt% des( is -er%
e0pensi-e3 +eep a #Man in the 6o$(et,& a en$h of
Managers who want to e in Sales Area candidates Competitors
In-House operations stafers
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Man in /he 6o$(et. Sales is Not ust an H prolem''e$ruiting is the
Most :riti$al 6art of Sales Management
HSM4I Memers * :E9 Managers Hot 6rospe$ts at $ompeting area hotels and
$ompeting $ities
:all %our top $lients'' who do the% li(e.
Sales Cile with %our D!S (eep a D!S Cile, too3J +eeps %ou $o-ered in $ase of a loss, allows %ou
to manage etter, e$ause %ou ha-e options
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More Hiring /ips…-- Picture the manager in ront o your toughest
client or your boss
-- Chec reerences!personal and proessional-you"re trusting your career in the candidate"shands. Call a couple current clients o your#ales $anager candidate.
-- %ole-play a sale& play a tough client' a spacehea(y client' a rated one
-- Ha(e the manager sell you something& )istenor *eatures' +ene,ts and Closing. I thecandidate includes those steps' you canteach them e(erything else.
-- Are you comortable with your career in theirhands
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Strategi$ Selling. Helps %ou understand the
Sales 6ro$ess N!W3
ead the Miller Heiman 9oo(, /he New Strategi$ Selling5 4llthe u%er’s roles and goalsare part of the pro$ess F$onomi$ 9u%er
Fnd Lser 9u%er
/e$hni$al 9u%er
Guide
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Hotel Math 1 CO9 pro8t :atered CO9 minimumJ ; = 1
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Setting Lp Sales S%stems-- Trace #ystem& Computer or manual system do all the $"s
now how to access inormation in their #ales #ystem
-- *ile #ystem& *ile )ayout' *ile/+oo Audit' A+C0 Accounts
-- )ost +usiness& 1rgani2ed by the dates the meeting was declined'and staced on dates that the meeting had re3uested. This is critical orre-solicitation o the group' both or uture business and i the originallyre3uested dates open up.
-- %eader +oards& Ideally' or the local area competition' competiti(ecities and either downtime date patterns or high rated groups o(er your
prime dates' booed into someone else"s hotel.
-- #tacing Tentati(es& The one with the most re(enue wins the dates.#tac by decision dates and re(enue.
-- The )ittle %ed +oo& Hotel and #ales 0epartment $anual4 #1P"s' hotelhistory and inormation' monthly copy o ,nancials' issued and
maintained by e(ery #ales $anager.
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Sales Standards
% GM and D!S'' :an e-er% sales manager read a 6O. Do the% (now the impa$t
of 4-erage ate and Hotel e-enue.
'' Dail% produ$tion report from Sales 4utomation S%stem7 $an %ourun the Sales :omputer s%stem.
'' Dail% 9M 5 9usiness e-iew Meetings7 9e /here3
'' Dail% wal('around5 #What’d %ou oo( toda%.& # Is therean%thing I $an do to help %ou on that oo(ing.&
'' /hree times wee(l%R:lient Fntertainment with Sales Managers
'' Go with %our managers on in'person lo$al sales $alls
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Setting Winning Standards
for Sales 6eople Get In-ol-ed7 ead from the Cront…
:lient 4ppointments
Site Inspe$tions and Sales /rips Monthl% Sales /rip7 F-er% Manager, e-er% month
1< new $lient $alls a da% 7 get a Do Not Distur SignHigh 6hone ills are Good3
Dail% 9usiness e-iew Meeting7 present new usinessonl%, no 8ller2 ha-e an assistant there to ta(e notesand send out a #:riti$al 6ath& to'do list on ea$ha$$ount
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Managing the /elephoneInound /elephone ManagementInound5 Your 69 department ma(es the 8rst
impression3 Ma(e it a good one3
'' 69 !perators''' 6roper di$tion, a$$ent, et$
'' Musi$ on Hold''' :he$( %our musi$ andmessage dail%
'' Gi-e the :aller the right options5 :aller isoTered, #Ma% I help %ou, ta(e a message, or
would %ou prefer the Manager’sJ -oi$email.&'' Maintain a ead og for Inound :alls2
'' 4dd all inound $alls to the ead og, withassigned Sales Managers… ha-e SalesManagers update it dail%3
'' /est :all3 /est :all3 /est :all3
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!utound :alls#ales +egin with Telephone #ills5
-- 6 Hours per day4 proacti(e businessrecruiting4 7Prospecting8
-- Headsets or e(ery #ales $anager
-- Phone records in #ales Automation#ystem
-- 9(ery $anager has 6-: )ists woring
-- 0o ;ot 0isturb #igns
-- High phone bills4 ha(e a contest5
-- %e(iew phone bills to ascertain calls
are being made to the correct areacode' based on their maret.
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Sales Support
Strong administrati-e staT +eep Sales Managers out
of meetings Sales 6eople Sell, Ser-i$e
6eople Ser-i$e Gi-e them all the tools to
su$$eed7 $omputers, $ell’s emo-e osta$les7 %ou
remo-e e0$uses
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4$tions to In$rease Sales
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eturning to SalesFssentials
6ost a S$oreoard5 De8nite 6rodu$tion, /entati-e 6a$e
9oo(ing 9ell, :ontests, :ompetition
Wee(l% In$enti-es, Wee(l% Spe$ials
In$enti-e 6rograms for the $lient
9e a :oa$h and Mentor7 ememer%our earl% osses
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e$ogniUing Stars
9onus 6rogram5 Monthl% or Kuarterl%2 annual programs are not
eTe$ti-e and are a$tuall% a #dis'in$enti-e2& 6ersonal 6erforman$e Meeting5 eward
6erforman$e, Set Goals and /imelines
Dis$uss 6ast, 6resent, Cuture2 ta(e notes
Hand the $he$( and award to the manager Design a :arr%'o-er program5 6residents :lu, et$ Sti$( to the program… no dela%s, #prolems,& et$
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/argeting a Group Mar(et
6ea(s need re-enue, -alle%s need 8lling
De8ne a Mar(et, Cind ists in the Mar(et,
Get on the 6hone7 No Short':uts Ca-orite 6ea( 6eriod Mar(ets5
Insuran$e, In-estment, Cinan$ial, eal Fstate
6harma$euti$al o$al Industries
/op professional assn’s5 Medi$al, Dental, 9ar,
et$
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Ealle% 6eriod Sales
Hotels need wee(ends and holida%s 8lled
/arget the dates %ou need2 8ll them 8rst SMFC Spe$ial F-ents5 /eams, Cans, 9ands
/ours, Flderhostels
Golf Mar(eting7 most area $ourses ha-e great lists
Ha-e a designated SMFC person, responsile forthe -alle% periods /arget all wee(ends, holida%s,patterns and rainstorm to 8nd usiness
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e-iew /ime…
eturn to 9asi$s7 Cirm, Cair, F0pe$t the9est7 ememer %our Cirst 9oss…
De-elop S%stems, Standards and Support /ea$her, Mentor and :oa$h 4ttitude
Set Goals7 eward those who a$hie-e them2
if not, see wh% the% weren’t a$hie-ed Most managers $ame up in operations7 the
most su$$essful ones learn to master Sales
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4nd to "uote our twofamous hotel managers…
#If You /r%
Sometime, YouMight Cind, YouGet What YouNeed3&
'' Mi$( and +eith
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4nd… /han( You3
Tom Pasha
C1;TACT Planning / Production
Tel& ?@-BD-66E6 *aF& ?@-BD-G?6Btpashacontactplan.com
www.contactplan.com //www.tompasha.com
mailto:[email protected]://www.contactplan.com/http://www.tompasha.com/http://www.tompasha.com/http://www.contactplan.com/mailto:[email protected]