The truth about sales people in Hospitality

by Steve Steinhart
Long before they were true professionals, they all entered the hospitality field with great aspirations and hopes. I remember how it was all very glamorous: hotels, restaurants, food and beverage, banquets, catering and the like. Ever since we were kids, going to a hotel, banquet, restaurant, etc. was a very big deal. But the vast majority of us did not take our first hospitality job in the sales department. It’s the glamour and excitement of the hospitality INDUSTRY itself that first appealed to us.Then as we get exposed to the different departments and functions of the hotel, we eventually get to thinking the sales department was pretty cool.

After all, those men and women get to dress sharp, wear their own clothes, and even eat in the restaurant with customers. Where do I sign up?

And when we did get to work in the sales department, we find out it’s really a terrific career. We get to work with enthusiastic people who want our services and to have a great time. Often they’re celebrating, or at the very least planning something out of the ordinary.

Our customers want and expect to be treated well no matter what area of hospitality. And we all truly like to make that happen for them.

But a bit of reality eventually sets in. Not that we’re any less dedicated to helping our customers have a great experience. Not that we don’t actually like that we get to dress sharp to be the “face” of our hotel.

Those of us in sales learn quickly that this glamorous business is just that: a business.

While the hospitality field is indeed glamorous and exciting, we all have to perform. If we’re going to succeed and advance our careers, we have to master the skills that serve our clients and potential clients while turning a profit for our property.

Every day we have to overcome the obstacles to doing the selling we were hired to do. We have quotas to meet, prospects to call on, clients to service, paperwork to do, and much more. In short, we have the job of maximizing revenue and profit while giving the customer an outstanding experience that will bring them back again.

Oh and did I forget to mention? All the while we have the competition crawling and scratching for the very same business we’re after.

Frankly, it can all get overwhelming at times. We’d all like to have 30 hours in the day to get more done. Or admit it, wouldn’t we like to be able to clone ourselves from time to time?

Obviously, in each and every department of the hotel, training is needed.

In sales, it’s not just knowing about the hotel and its services, it’s knowing how to sell them.

But how does someone learn to sell? Lots of large hotel chains have great training programs, but it often only goes so far. Many of these programs are centered around systems that are proprietary to the hotel, and many emphasize tactics that are valid only at that particular type of property (resort, city center, airport, etc.) or market.

While these are important skills, many only support the selling function. They don’t necessarily make you a better sales person.

10 Hotel Secrets from Behind the Front Desk

By Jacob Tomsky

1. HOTELS ARE RAKING IT IN.

The fact that a hotel could fail to be profitable astounds me. Why? The average cost to turn over a room, to keep it operational per day, is between $30 and $40. If you’re paying less than $30 dollars a night at a hotel/motel, I’d wager the cost to flip that room runs close to $5. Which makes me want to take a shower. At home. That $40 turnover cost includes cleaning supplies, electricity, and hourly wages for housekeepers, minibar attendants, front desk agents, and all other employees needed to operate a room as well as the cost of laundering the sheets. Everything. Compare that with an average room rate, and you can see why it’s a profitable business.

2. STAYING FOR JUST ONE NIGHT? YOU MIGHT GET “WALKED.”

The term “walking a guest” sends shivers down any manager’s spine. Since the average no-show rate is 10 percent daily, hotels will overbook whenever possible. The sales and reservations departments are encouraged to book the property to 110 percent capacity, in the hopes that with cancellations and no-shows they will fill every room. What happens when the numbers game doesn’t play in the hotel’s favor? Someone gets walked. The hotel will now pay for the entire night’s room and tax (plus one phone call—how cute is that?) at another comparable hotel in the area.

A guest is more likely to get walked if:
1. He booked using Expedia, hence he has a deeply discounted rate and is less important.
2. He never stayed here before and may never visit the city again.
3. He’s a one-nighter.
4. And this one is so much more important than all the others: He is acting like a jerk.

3. SMART COMPLAINERS WIN.

Though most complaints should be delivered to the front desk directly, in person or on the phone, keep in mind that most issues will not have been caused by the front desk at all. So briefly outline your problem, offer a solution if you have one, and then ask whom you should speak with to have the problem solved. “Should I speak to a manager about this?” “Should I speak to housekeeping about this?” Those are wonderful and beautiful questions to ask. Most of the time, the front desk will be able to solve the problem immediately or at least act as proxy.

Want to make sure that the agent doesn’t nod, say “certainly,” and not do a damn thing? Get his or her name. Nothing tightens up an employee’s throat like being directly identified. You don’t have to threaten him or her either, just a nice casual “Thanks for your help. I’ll stop by later to make sure everything has been taken care of. Tommy, right?” Whatever you asked me to do I am doing it. (Will screaming get you what you want? Well, probably. But it’s not nearly as effective.)

4. THERE’S A BETTER WAY TO CASE A PILLOW.

To put on a pillowcase, the housekeepers throw a solid karate chop right down the middle of the pillow and then shove it in, folded like a bun. This method is preferred to the civilian method of tucking it under your chin and pulling up the pillowcase like a pair of pants because these ladies have no interest in letting 50 pillows a day come into contact with their faces.

5. ENJOY YOUR LEMONY FRESH GLASSES.

You know what cleans the hell out of a mirror, and I’m talking no streaks? Windex? No. Furniture polish. Spray on a thick white base, rub it in, and you’ll be face-to-face with a spotless, streak-free mirror. However, I am not recommending you take this tip and apply it in your own home. Though using furniture polish is quick and effective, over time it causes a waxy buildup that requires a deep scrub.

The housekeepers kept this move behind closed doors along with another dirty secret I didn’t discover until I walked in on ladies with Pledge in one hand and a minibar glass in the other. Keeping those glasses clean-looking was also part of the job. So the next time you put a little tap water into the glass and wonder why it has a pleasant lemon aftertaste, it’s because you just took a shot of Pledge.

6. NEVER, EVER PAY FOR THE MINIBAR.

Minibars. Most people are appalled at the prices. However, you never have to pay for the items in the minibar. Why not? Minibar charges are, without question, the most disputed charges on any bill. That is because the process for applying those charges is horribly inexact. Keystroke errors, delays in restocking, double stocking, and hundreds of other missteps make minibar charges the most voided item. Even before guests can manage to get through half of the “I never had those items” sentence, I have already removed the charges and am now simply waiting for them to wrap up the overly zealous denial so we can both move on with our lives.

7. BOOK ON A DISCOUNT SITE, GET A DISCOUNT EXPERIENCE.

Reservations made through Internet discount sites are almost always slated for our worst rooms. Does this seem unfair? First of all, we earn the slimmest profit from these reservations. And honestly, those guests didn’t really choose our property based on quality; they chose based on value. We were at the top of a list sorted by price. But the guest behind them in line, the one with a heavy $500 rate, she selected this hotel. When she comes to New York, she goes to our website to see what’s available. Since we have no reason to assume Internet guests will ever book with us again, unless our discount is presented to them, it truly makes business sense to save our best rooms for guests who book of their own volition.

8. BELLMEN HATE YOUR SUITCASE—BUT NOT BECAUSE IT’S HEAVY.

Bernard Sadow: the man all bellmen hate, though they’ve never heard his name. In 1970, he invented the wheeled suitcase, the bane of the bellman’s existence. Before that, the bellman was a necessity, a provider of ease and comfort, a useful member of society. When Sadow sold his first prototype to Macy’s in October 1970, he instigated a catastrophic change in the hospitality environment, causing the once noble species to retreat, rethink, and reemerge as a hustler fighting for survival. Sadow might as well have invented the phrase no bellman wants to hear, the phrase that leaves bills unpaid and ruins Christmas: “No, thanks, I got it.” Or that surprisingly prevalent and ignorant phrase: “I don’t want to bother him.” Don’t want to bother him? The man has a family. No one is being bothered here!

9. FRONT DESK AGENTS CAN ALSO BE AGENTS OF KARMA.

Any arriving guest should receive what are referred to as initial keys, which are programmed to reset the door lock when they are first inserted, deactivating all previous keys. Not until the keys expire or a new initial key enters the lock will the keys fail to work. With a “key bomb,” I cut one single initial key and then start over and cut a second initial key. Either one of them will work when you get to the room, and as long as you keep using the very first key you slipped in, all will be well.

But chances are you’ll pop in the second key at some point, and then the first key you used will be considered invalid. Trace that back to me? Not a chance. Trace that back to the fact that you told your 9-year-old daughter to shut her mouth while harshly ripping off her tiny backpack at check-in? Never.

10. THERE’S ONE SUREFIRE WAY TO GET AN UPGRADE.

Here is one of the top lies that come out of a front desk agent’s mouth: “All the rooms are basically the same, sir.”

Bull. There is always a corner room, a room with a bigger flat screen, a room that, because of the building’s layout, has a larger bath with two sinks, a room that fits two roll-aways with ease, a room that, though listed as standard, actually has a partial view of the Hudson River. There is always a better room, and when I feel that 20 you slipped me burning in my pocket, I will find it for you. And if there is nothing to be done room-wise, I have a slew of other options: late checkout, free movies, free minibar, room service amenities, and more. I will do whatever it takes to deserve the tip and then a little bit more in the hope that you’ll hit me again.

Some people feel nervous about this move. Please don’t. We are authorized to upgrade for special occasions. The special occasion occurring now is that I have a solid 20. That’s special enough for me!

Read the full text here: http://mentalfloss.com/article/50569/10-hotel-secrets-behind-front-desk#ixzz2f91x6fLH 

Hotel diaries...to be continued

Maria is working for 4 star hotel  for the last 4 years. She started as a receptionist while she was still in the University and then, after graduating she moved in reservations.  

8.00 a.m. Office is still empty-something she cannot say for her mailbox. Large cup of coffee and start reading the first of the 1000 mails, received from 8.00 p.m. yesterday till now. 

Mr. Shum Shi is complaining about his view. He claims that he has been promised to have a sea view. Strange-doesn’t he knows that the sea  is something like 400 km away? Never mind, we have to apologize for not following his special request. And offer a free drink or upgrade for next time.

Mirian from that Israeli tour operator is sending her 45^th update of the rooming list for today. Good, only 15 changes. The coffee is half empty and here comes the third mail. An event organizer from UK chosen your hotel for the 34^th annual conference for “X-cologists something” and require to book your 250 rooms, out of total of 167. What a great research! 8.15 a.m. and already tired. Tripadvisor sends the last day posting of an American couple, staying for a week in your hotel. “Great great great”-wasn’t  it the couple that had the unique chance to be forgotten on the airport, then accommodated in the worst room, near chillers, and then being charged double for a dinner? Oh yeah, don’t forget that the receptionist put them some extra minibar charge at check-out and the laundry lady ruined lady’s favorite dress.

Eddie is a one year old at the reception. Last month he received a name tag without trainee on it. He came on shift 2 hours ago, but he still didn’t had the chance to mention that there is suspicious red bag at the lobby, because all of the departures spontaneously decided to take one and the same flight Friday morning and of course have a breakfast and check-out at one and the same moment.

9.15 a.m. and the bag is still there. Call security guy. A long walk around the bag. Do we have to open it? Noooo, remember Stockholm 1987-there was a bomb in a red bag left at Holiday Inn lobby, be careful! Should we call police? Noooo, what about the image of the hotel? Should we call the Management. Nooooo, they are on a Morning meeting and there are strange things happening there now-no interruption. After 30 minutes of deep reflections, the security guy decided not to do anything and goes back at his office. Afterall somebody left it there, so that somebody has to pick it back.

11.15 the lobby cleaning lady is cleaning around the red bag. “Strange, this bag was here yesterday as well” hey, the receptionist-what is this bag here about? I don’t know, I just came on shift after 3 days off-the longest vacation from one year and don’t you remember my name. Yes, she says-Trainee.

End of morning meeting. GM walks around the hotel. “What’s the story of this bag?” he asks the bellboy :”oh, I don’t know, it was here when I came on shift” and followed by and angry GM’s “then call night shift and follow up-I wanna report by 30 minutes…in written”

30 minutes later “the bag is forgotten by the driver two days ago-it belongs to that old nice American couple with the ruined laundry…”

TBC

.........

by Slava

You want the job? So be prepared!

 

Tom Jackson points out in Interview Express that every employer wants to know ten basic things about you: 1. What results will you achieve? 2. How soon will you become productive? 3. How much supervision will you need? 4. Do you generate more value than cost? 5. Can you become a high performer? 6. Will you fit into the culture? 7. Will you be fun to work with? 8. Are you responsible? 9. Can you manage your own development? and 10. Will you stay? One could add to the list, but these are the key issues that every employer wants the answer to. Every supervisor who has hired five or more people has been disappointed by at least one of those choices. So there is anxiety on the part of the supervisor that perhaps another mistake will be made. Your challenge is to assure the interviewer that there is no risk in hiring you because you can do the job. Throughout the interview you should share examples and answer questions in such a way that the interviewer knows you have these qualities at a high level. While you may be lacking some of the technical or specialized skills which are desirable, you’ll have a good shot at landing the position if you can convince the person you have these qualities.
Let’s look at these points one by one.
1. What results will you achieve?
Employers want results-oriented people. Therefore, you must describe past results and demonstrate that the results you have achieved in the past are typical of the results you will have in the future. Granted, the challenges you will face in the future will be different, but the employer will be satisfied if you can demonstrate that you seek challenges and consistently obtain positive results.
2. How soon will you become productive?
Employers want quick learners who have a knack for understanding what is expected and are willing to do whatever is necessary to get up to speed as rapidly as possible.
3. How much supervision will you need?
Your supervisor will expect you to be cooperative and accept advice and direction. But your supervisor also wants to give you assignments and know that they will be done on time and at high quality. Your supervisor may want periodic updates from you and he will want you to bring any major problems to his attention, but primarily he just wants the assignment done at high quality, with little intervention from him. Describe how past supervisors have entrusted heavy responsibility to you.
4. Do you generate more value than you cost?
The supervisor is looking for evidence that you are cost conscious and that you perform at a high level. Some people utilize excellent time management and prioritize well; as a result their value exceeds their cost. Throughout the interview look for opportunities to show that you bring real value to any job and any organization.
5. Can you become a high performer?
The employer is assessing your potential throughout the interview. The supervisor certainly wants to determine if you can handle the immediate job tasks, but also wants to determine how far you may go in the organization. Potential is sold by demonstrating a willingness to go beyond the norm, to learn quickly, and to work effectively with others.
6. Will you fit into the culture?
Every organization has its own culture. People with certain personalities will flourish in it while others may die slow lingering deaths. The corporate culture in some organizations rewards workaholism, while in others a social consciousness is emphasized. Knowing what the corporate culture is, and knowing in what types of environments you flourish, will help you sell yourself more effectively.
7. Will you be fun to work with?
The employer is not looking for the life of the party, or the person with a thousand jokes. Instead, employers want people who work well with others, are cooperative, considerate, and friendly, and who are enjoyable to be around. The grouch, the negativist, and the cynic are not sought after.
8. Are you responsible?
People who constantly seek more responsibility and can be trusted with it are highly desired. They take responsibility for their actions and do not attempt to blame their mistakes on others. They often volunteer for assignments and are willing to take on some of the “dirt work” because it will help them grow professionally.
9. Can you manage your own development?
While there is a place for training and mentoring, managers seek staff who will take responsibility for their own professional development. Show that you seek out opportunities and make things happen.
10. Will you stay?
If you have a stable work history, emphasize that you seek out high-quality organizations (such as the one you are then interviewing with) so you can grow and develop with them for many years. If your work history is checkered, look for opportunities to emphasize that what you want is stability and that you feel this organization will offer it.
Employers will also be looking for two other qualities:
Communication skills: While interviewing you the employer will be visualizing you dealing with customers and key people from other departments. Without strong communication skills, the employer will not have confidence you can do the job.
Chemistry: The employer will be sensing whether the two of you can work well together. The employer will not be looking for a clone, but must have someone who is compatible. Demonstrate that you can get along with almost anyone. Sell your flexibility and adaptability. Throughout the interview, determine what qualities are most valued by the hiring manager, and demonstrate that you possess those qualities.

Ten Key Things Employers Look For
www.careerempowering.com