Salesmanship refers to the selling of hotel services to a potential hotel client for possible future reservation.

1. WEEK 12

2. Salesmanship refers to the selling of hotel
services to a potential hotel client for
possible future reservation.

4.  The data collection and analysis role of the
director of transient sales is important to any
hotel. The other crucial role he or she plays is
managing the reservation sales team.
 Reporting to these directors are staff
reservation agents, also called
reservationists. They are the one responsible
for selling transient rooms. The sales
manager sells group rooms.

5. Proper call management includes knowing
what to say on the phone. The phone call is
the primary transient avenue to any hotel.
Although faxes play a minor role and the
internet is arguably growing in its role as
Transient Avenue, the phone remains the
dominant method of making reservation.

6. It is essential for front office staff to develop
excellent product and service knowledge to
optimise sales within the venue and to
encourage visitors to spend more time and to
acquire more products and services.

7.  layout of the hotel’s property
 different rooms available
 room rates
 facilities available in room and throughout
the property
 discounts available to nominated guests
types
 payment methods,
 booking requirements
 cancellation and refunds

20. Food and Beverage Outlet Information
 Has the local food critic commented about the
restaurant?
 Does hotel offer buffets at set times or based
strictly on occupancy level?
 What are the hours of operation for each outlet?
Do these times change during the weak or
seasonal shift?
 Is there a dress code? What is the average cost
for each meal?
 Does the chef prepare daily specials?

21.  Are there coffeemakers, fax machines, data ports in the
room?
 What TV channels are available in the rooms?
 What are the hours of operation for the fitness center?
 Are children activities available?
 Is there an airport shuttle service?
 What major airline services the local airport?
 What are the room amenities?
 What are the costs for roll-away bed and cribs?
 Are there any nearby restaurant or attractions and what
are their cost and operation hours?
 What is the average cab fare downtown or the airport?
 What are the contact numbers for other nearby hotels? (In
case of the sold out situation)

22. Price sensitive customers are those who view
price as a serious factor in a purchase. Some
customers view extremely low prices as too
good to be true and may assign a poor value
to a product without having tried it. These
types of prestige price customers often refuse
to purchase a product of lower cost.

23.  Need recognition. The buyer realizes they are somewhere
between an “actual and preferred state.” Whether it is
because of marketing, advertising, or peer pressure, they
want to buy.
 Information search. The buyer sets out to find more
information on what they want to buy.
 Deliberation. Using the information gathered, the
customer determines what the options are, and if there are
other alternatives or things to keep in mind before
continuing. This is where price sensitivity can develop, and
where you can lose your customer.
 Purchase. The customer determines what to purchase, and
buys.
 Post-purchase. The customer decides if this was what he
or she wanted, if it was a good decision, if they have
buyer’s regret, and if it’s time to return the product or ask
for money back.

24.  Emphasize Value
 Focus on Benefits and Not Features
 Stress how best your product can solve their
problems
 Do Your Homework
 Beef-up Your Brand
 Track Conversions
 Be Compelling and Competitive

29.  Many hotels have problems resulting from a lack
of communication or cooperation between the
sales department and the other departments.
Selling a service is a like a selling a product: in
addition to selling it, you must deliver it because
it is pointless to sell services or features that you
cannot provide.
 Such problems are often the result of the
sales staff not being fully familiar with the
product. This situation can be avoided if every
person joining the sales staff is required to work
in each department for a limited period of time.

30.  A salesman promises a convention 300 ocean
front rooms in a hotel that actually has only
200 rooms that faces the ocean.
 A salesman promises to serve 500 full course
breakfasts between 8:00 and 8:30 in the
morning.
 A salesman promises a menu on which
certain items that are not available at that
time of year

32.  Also avoid Silence – dead air can lead to confusion
and hesitancy in the guest. The only time silence is
acceptable is after a rate quote. Once the rate is
quoted, the guest may need time to consider it.
 Agents must quickly give their first name upon
greeting the caller. This begins a rapport-building
process that will make the rest of the call much
easier.
 A conversational tone ad a personal touches and
allows the agent to tailor his or her approach to each
caller’s need. Ask open-ended questions, “What
brings you to the hotel?”
 Recapping the reservation with the caller. Verifying
the name spelling, restating the arrival and departure
day and date, repeating the room type and room rate,
confirming the method of guarantee can avoid
customer service issue.

33.  Listen first. Using the rules of visual
communication, allow the guest to fully express
the problem. Making eye contact and avoiding
the crossing of arms at this point keep the
atmosphere open. Interruptions or excuses only
make matter worse.
 Summarize and restate the problem. This
summary should include a restatement of the
guest’s reaction to the problem. Without
condescension, expressing back to the guest that
anger or disappointment is an understood
reaction validates those feelings. This also lets
the guest know that the employee fully
appreciates the scope and breadth of the conflict.

34.  Make no excuse. Using words like “us” or “we”
instead of “they” invokes team approach to
conflict resolution. If a mistake occurred that
was the fault of the hotel, it should be
admitted.
 Resolve the problem. If the conflict is
something that can be fixed, it should be
done immediately. If it can’t, the guest should
be compensated in some way.
 Document the conflict. Documenting the
problem will create a record for future
changes in training or policy. Hotel managers
often use real life scenarios as teaching tools.

35. At different stages of the guest cycle different
forms are used depending on which
operating system a hotel chooses. Below are
some of the common forms used:

36.  Reservation record or a reservation file
 Letter of confirmation
 Reservation rack and reservation rack
slips

37.  Registration card (or record) or registration
file
 Room rack and room rack slips

38. a) Guest folio: shall be of duplicate forms
and pre-numbered for cross-indexing control
purposes
b) Vouchers: support documents detailing
facts of a transaction, but does not replace
the source document (i.e. the invoice).
Examples of vouchers might include charge
vouchers, allowance vouchers, paid-out
voucher, and correction vouchers…
c) Information rack slips

39. a) Credit card vouchers
b) Cash vouchers
c) Personal check vouchers
d) Transfer vouchers
e) Guest history records

40.  CRS or Central Reservation System – provides the
consumer with an avenue to locate a hotel of choice in a
certain location.
 Connecting Rooms – have doors between them that can be
opened.
 Contract Rooms – a block of rooms set aside for an
organization each and every night, whether they are
occupied or not.
 Department heads – managers who are most directly
involved in a certain hotel area’s day to day operation.
 Food cost – the cost of a particular food item in relation to
the price for which it is sold.
 Front – term used to alert the bell staff that a guest is
ready to be escorted to the room.
 MOD – manager on duty.

41.  Overselling – a hotel may sell more rooms than
are actually in inventory.
 Perfect sell – is reached when every room is
occupied and no guest was walked.
 POS –point of sale
 PMS – Property Management System
 Seasonality – term used to define the time of year
when a special attraction is open or at its peak
level.
 Slippage – the term used when analyzing the
group room performance. It is the difference
between what is contracted and what actually
arrives.

42.  Choose your partner and get one whole sheet
of yellow pad and complete the script to be
performed next week.
 Script to be submitted today

45.  For Exemption for Final Exam log in and
register to this site and get a certificate of
completion
https://www.e-
tesda.gov.ph/mod/book/view.php?id=671&c
hapterid=1320

46. May 16, 2023