winning standards for managing a great hotel sales

8/15/2019 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]

winning standards for managing a great hotel sales

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