Sales Operation

CHAPTER 5: SALES OPERATION

INTRODUCTION

The intricacies of the day-to-day life of a hospitality salesperson are numerous.  New challenges and opportunities arise each day that allow those involved in selling a hotel to learn and grow.  These learning opportunities abound in all areas, not just the sales process.  The duties of a hotel salesperson do not end with the booking of the business opportunity.  To varying degrees, all hotels mandate certain levels of operational responsibility from their salespeople.  The term used broadly to describe the duties and responsibilities salespeople can incur because sales is operations.

Sales operations is defined as the functions/roles/duties a salesperson may engage in before, during, and after a sale.  The daily responsibilities that arise in preparing to generate a lead, managing the lead once it is generated, and coordinating bookings within the sales office and with the hotel itself are all operational.

Sales operations is a phrase used in the industry to describe the interrelationships a salesperson must build as part of his or her responsibilities.  Salespeople must be able to rely on other hotel departments to deliver on the commitments they made on the hotel’s behalf.

PREPARING FOR THE SALES

In preparing for the sale, the salesperson must arm him- or herself with basic sales tools.  

The most fundamental tool in any sales discipline is knowledge of the product: the hotel.  Knowledge of the hotel and what it offers is crucial before selling can begin.  

Another basic tool is familiarity with the competition.  A salesperson must know what he or she is selling against.  

The other basic operational tools a salesperson must master in preparing for a sale include customer communication forms and hospitality sales tools.

Knowing the Hotel

To become effective salesperson, he or she must know the hotel thoroughly before trying to sell it.  Clients ask questions about the hotel that salespeople often do not expect and cannot prepare the answer.  Other questions are common.  The most important questions to answer in hotel sales are those regarding the hotel’s product and services.

Common questions to ask the hotel’s food and beverage outlets:

•Has the local food critic raved about the specialty restaurant?

•Do you offer buffets at set times or as demand warrants it?

•What are your hours of operation/Do these hours change during the week?

•What is your maximum capacity/ Dress code? Average per person cost?

•What days of the week, if any, do you close?

•Do you offer “early bird” or “happy hour” price reductions?

•What are your signature food items? Which items are most popular?

•Does the chef prepare daily specials? What are some examples?

•Do holiday hours differ from normal hours of operation?

Questions to ask about function space:

•How many classroom tables does the ballroom accommodate?

•How does seating capacity differ with rounds of 8 versus rounds of 10?

•How does rear screen projection affect the maximum theater-style seating?

•What are the capacities of all function rooms using common room sets variations/

•How much turnaround time is needed to change room sets/

•Is a flambé’ dessert possible in the ballroom, or is it against the fire code?

•What is the maximum number of schoolroom tables that fit in the exhibit hall?

•What is the reception capacity of the pre-function area /

•How many tabletop exhibits fits in the ballroom/

•Are the airwalls is in the ballroom soundproof?

•Where are the light and temperature control in each room?

•When the meeting space was last renovated?

ACCENTUATE THE POSITIVE

1. Be Appreciative         

        It is always nicer to get a pat on the back rather than to get stabbed in the back. If you're wondering "how do I change my negative attitude," start by observing how you communicate with coworkers.

        If you practice asking useful questions, giving accolades and being gracious at work for two weeks, you'll notice a difference in the people you work with and in your own feelings about work.

Stay Positive Checkup Questions:

 °How often do you show appreciation at work?

°Are there opportunities to energize your coworkers?

°What is the key to increasing a positive attitude in the workplace? 

                                It's easier than you think to create a positive attitude in the workplace - simply, show appreciation for your coworkers.

 How to Communicate With Coworkers Effectively:

 -Give thanks.

        Thank coworkers for the work they do that makes your job easier - including the peers, managers and office assistants. Even thank the security guard for making you feel safe at work. Cultivate a thankful, positive attitude in the workplace, and in return you'll notice a change in how coworkers treat you. 

-Acknowledge a job well done

         One of our favorite ways to create positive energy at work is to give a "Most Valuable Player" award. Once a month, stage a vote for the office MVP - asking each voter to include why their nominee should get the award. You can even have employees vote on what the award will be, from premium parking to a tiara or crown.

 -Celebrate.

        Take the time to celebrate birthdays, holidays, life changes and achievements. Not sure how to celebrate? Bring in a Nerf football; bake cookies and bring them to work; or put up a graffiti poster where people can leave positive comments