This presentation is a complete outline from taking a call to close for hotel reservations training.
Some examples of types of callers to a flow chart of the sales process.
A PowerPoint presentation for the students of second semester in Hospitality Management colleges.
The presentation contains lot of images and graphics for ease of understanding; and text has been minimised so as to reduce the sleeping effect, which prolonged reading has on the current generation of learners.
Outlined information of Hotel front office reservation system and the advantages of reservation. Beginners can understand the front office reservation procedure and the types of booking
A PowerPoint presentation for the students of second semester in Hospitality Management colleges.
The presentation contains lot of images and graphics for ease of understanding; and text has been minimised so as to reduce the sleeping effect, which prolonged reading has on the current generation of learners.
Outlined information of Hotel front office reservation system and the advantages of reservation. Beginners can understand the front office reservation procedure and the types of booking
The slide is designed to be used by students who are starting to learn in an educational Institute.
It deals with Front Office Operations & Management.
The role play is a powerful technique of experiential learning for hospitality students, especially in guest handling tasks. The script is in simple English and will help those studebts who are not very confident of their English. These scripts are also available on my YouTube channel. The link is pasted below. Have a look.
.https://www.youtube.com/watch?v=6bzb7w80QJ4&list=PLc5q2hUmG6Vr6JDkQIyPd5R_I4KrMYbq_
Night Audit in Front Office
Introduction
Functions of Night Audit
Duties of Night Auditor
Audit Posting Formula
Bucket Check
Night Audit Process
Night Audit Reports
Rate Variance Report
Revenue Report
Occupancy Report
Commission Report
High Balance Report
Operating Modes
Important Terminologies
Front office department of a hotel - It is the face of the hotel, the voice of a business.
It works 365 days, 24x7. The front office communicate and coordinate with all other departments of the hotel as well as external sources, running its operations day to operations smoothly to make the guest stay more comfortable through providing personalized, consistent standard services as per management policy
Front office revenue management & it’s application in the hotelMudit Grover
• Revenue management & it’s application in the hotel industry
• Revenue Management
• Revenue: Money that hotel collects from the sale of rooms or from the sales of product & services
• Revenue Management: The process of examining & factoring in consumer behavior to achieve the max. amount of profit from a perishable good.
• Revenue Manager: Individual responsible for decision making necessary to maximize the property’s long term RevPar.
• What is Revenue Management??
• It is an umbrella term for a set of strategies that enable capacity constrained service industries to realize optimum revenue from operations.
• Making the very best use of product is yield management.
• Therefore, yield management is the management in the terms of maximizing revenue generation and also called as Revenue Management or Revenue Enhancing Technique.
• “The hotel’s aim should be high profit business rather
than high volume business”.
• Objectives of Revenue Management
• Role of Revenue Manager
• Yield Management Team
• Benefits of Yield Management
• Measuring Yield
• Revenue Management Tools
• Revenue Management Software
• Software should be much faster and more accurate.
• System should be able to monitor & mange risk automatically.
• Identify the dates when demand is low/high & revenue is low/high.
• Software should be able to guide about the provision about the special events/festivals etc.
• At last a repot to be printed suggesting about the amendments in terms of rates, occupancy, revenue etc, for maximum benefit of organization.
• Conclusion
Revenue management is system that attempts to understand, anticipate and then react to consumer behavior in order to maximize profit. Therefore, a revenue manger should be able to decide a room should be sold on rack rate for a day or two would be more profitable for the same room sold at discounted rate for a longer time which is the main objective of revenue management.
Thus a yield management team should predict the demand of the rooms, allocate the right number of rooms to various market segments by using revenue management tools in order to maximize the occupancy so as
to maximize and optimize profit.
The slide is designed to be used by students who are starting to learn in an educational Institute.
It deals with Front Office Operations & Management.
The role play is a powerful technique of experiential learning for hospitality students, especially in guest handling tasks. The script is in simple English and will help those studebts who are not very confident of their English. These scripts are also available on my YouTube channel. The link is pasted below. Have a look.
.https://www.youtube.com/watch?v=6bzb7w80QJ4&list=PLc5q2hUmG6Vr6JDkQIyPd5R_I4KrMYbq_
Night Audit in Front Office
Introduction
Functions of Night Audit
Duties of Night Auditor
Audit Posting Formula
Bucket Check
Night Audit Process
Night Audit Reports
Rate Variance Report
Revenue Report
Occupancy Report
Commission Report
High Balance Report
Operating Modes
Important Terminologies
Front office department of a hotel - It is the face of the hotel, the voice of a business.
It works 365 days, 24x7. The front office communicate and coordinate with all other departments of the hotel as well as external sources, running its operations day to operations smoothly to make the guest stay more comfortable through providing personalized, consistent standard services as per management policy
Front office revenue management & it’s application in the hotelMudit Grover
• Revenue management & it’s application in the hotel industry
• Revenue Management
• Revenue: Money that hotel collects from the sale of rooms or from the sales of product & services
• Revenue Management: The process of examining & factoring in consumer behavior to achieve the max. amount of profit from a perishable good.
• Revenue Manager: Individual responsible for decision making necessary to maximize the property’s long term RevPar.
• What is Revenue Management??
• It is an umbrella term for a set of strategies that enable capacity constrained service industries to realize optimum revenue from operations.
• Making the very best use of product is yield management.
• Therefore, yield management is the management in the terms of maximizing revenue generation and also called as Revenue Management or Revenue Enhancing Technique.
• “The hotel’s aim should be high profit business rather
than high volume business”.
• Objectives of Revenue Management
• Role of Revenue Manager
• Yield Management Team
• Benefits of Yield Management
• Measuring Yield
• Revenue Management Tools
• Revenue Management Software
• Software should be much faster and more accurate.
• System should be able to monitor & mange risk automatically.
• Identify the dates when demand is low/high & revenue is low/high.
• Software should be able to guide about the provision about the special events/festivals etc.
• At last a repot to be printed suggesting about the amendments in terms of rates, occupancy, revenue etc, for maximum benefit of organization.
• Conclusion
Revenue management is system that attempts to understand, anticipate and then react to consumer behavior in order to maximize profit. Therefore, a revenue manger should be able to decide a room should be sold on rack rate for a day or two would be more profitable for the same room sold at discounted rate for a longer time which is the main objective of revenue management.
Thus a yield management team should predict the demand of the rooms, allocate the right number of rooms to various market segments by using revenue management tools in order to maximize the occupancy so as
to maximize and optimize profit.
Belajar bahasa Inggris tentang bagaimana melayani reservasi, membuat email, dan kegiatan hospitality yang berkaitan dengan reservasi online maupun offline
Selling involves people and with them comes a package of emotions and feelings that cannot be overlooked. Managing those feelings and emotions is certainly an art.
Promotional campaigns over target even after deploying analytics which results in sub optimal use of limited resources. Segmenting the responsive guests will enhance the promotional efficiency & save dollars
Promotional campaigns over target even after deploying analytics which result in sub optimal use of limited resources. Segmenting the responsive guests will enhance promotional efficiency & save dolalrs
The Brand Strategy & Foundation deck I prepared for a real client of mine, Heirloom. Based on the results of our Brand Workshop, I created this deck. To follow the full branding process, please visit http://www.issue89.com/
This is a new company in the Houston area focusing on customer service training for under performing hotels and restaurants in the area.
Please be as honest as possible and give feed back and suggestions!
Airman Knowledge Testing (AKT) Organization Designation Authorization (ODA) Holders
Airman Knowledge Testing Center List
Updated December 3, 2015
This is an updated list of Commercial testing center locations and contact information. This list replaces all previous versions. Applicants may contact the following central registration numbers for additional information:
Computer Assisted Testing Service (CATS) 1-800-947-4228
PSI / LaserGrade Computer Testing 1-800-211-2753
The Definitive Guide to Engaging Content MarketingAutonomy Hub
Content Marketing has become an increasingly important part of a successful and strategic marketing mix. Today, marketers can become their own content publishers and develop audiences to attract attention. This benefits them in three key ways: it builds brand awareness, creates brand preference, and expands the brand’s reach to more buyers and potential customers at a much lower cost.
In this comprehensive, 110+ page guide, topics from getting your content marketing program started to writing, publishing and promoting. Loaded with checklists, charts, and thought leadership from content marketing experts, The Definitive Guide to Engaging Content Marketing will teach you how to execute an amazing content marketing program.
You'll learn how to:
Identify and map your buyer personas and journeys
Develop your brand voice and style guide
Optimize your content mix and create an editorial calendar
Resource your team and extend the shelf life of your content
Measure and optimize your content
Email deliverability is on a lot of email marketers’ minds during the holidays because of increased volume from almost all senders.
Although delivery is important for seasonal email campaigns, delivering smarter is vital all year round. It’s more important than ever to make sure your messages not only get delivered, but also make it into the inbox where they can be seen and acted upon.
Following are copious notes about the recent shakeups at Gmail and Yahoo, as well as everyday delivery challenges. Inside this notebook are ideas and best practices for optimizing your inbox placement during the holidays
and all year long.
Included:
• Changes at Gmail and Yahoo
• What changes took place
• How they affect you (and the email industry)
• Whether you should react – and how
• Engagement as the key to the inbox
• How personalization and targeting improve delivery rates
• The effect of user engagement on your deliverability
• When it’s time to say good-bye
2013 Definitive Guide To Social MarketingAutonomy Hub
In the past, marketers often used social media as just another channel for publishing content and listening to their community. However, to maximize the success of social marketing, today's marketers need to become adept at integrating social into their existing marketing programs and strategies.
You have to do more than social media. You have to do social marketing.
Crowdfunding's Potential for the Developing WorldAutonomy Hub
A new report commissioned by infoDev studies the promise and the risks of crowdfunding as a tool to finance innovation and growth in developing countries. It also provides an in-depth case study of crowdfunding’s potential in funding clean energy and climate technologies.
Maximizing revenues stay true to the marketing message spaAutonomy Hub
In setting out for planning a successful year and consequently multiple years due diligence must go into your efforts. As is referenced for this year’s topic each year is a new road map in marketing and sales, and you as the driver must navigate the cross roads to not lose direction. The more that you prepare ahead of time for this journey the greater the success for the year with less obstacles. The goal is to avoid those pot holes that appear out of nowhere and cost you more money and time. Unfortunately, as is with any road trip you can do plenty of prior planning anticipating all hazards and obstacles, but you must be ready to manage the unexpected.
preparation
In preparing for this marketing road trip you have to ask yourself many questions to guarantee a thorough analysis of the environment, competition, and the business with all its inner workings.
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
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Understanding User Needs and Satisfying ThemAggregage
https://www.productmanagementtoday.com/frs/26903918/understanding-user-needs-and-satisfying-them
We know we want to create products which our customers find to be valuable. Whether we label it as customer-centric or product-led depends on how long we've been doing product management. There are three challenges we face when doing this. The obvious challenge is figuring out what our users need; the non-obvious challenges are in creating a shared understanding of those needs and in sensing if what we're doing is meeting those needs.
In this webinar, we won't focus on the research methods for discovering user-needs. We will focus on synthesis of the needs we discover, communication and alignment tools, and how we operationalize addressing those needs.
Industry expert Scott Sehlhorst will:
• Introduce a taxonomy for user goals with real world examples
• Present the Onion Diagram, a tool for contextualizing task-level goals
• Illustrate how customer journey maps capture activity-level and task-level goals
• Demonstrate the best approach to selection and prioritization of user-goals to address
• Highlight the crucial benchmarks, observable changes, in ensuring fulfillment of customer needs
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
At Techbox Square, in Singapore, we're not just creative web designers and developers, we're the driving force behind your brand identity. Contact us today.
Anny Serafina Love - Letter of Recommendation by Kellen Harkins, MS.AnnySerafinaLove
This letter, written by Kellen Harkins, Course Director at Full Sail University, commends Anny Love's exemplary performance in the Video Sharing Platforms class. It highlights her dedication, willingness to challenge herself, and exceptional skills in production, editing, and marketing across various video platforms like YouTube, TikTok, and Instagram.
An introduction to the cryptocurrency investment platform Binance Savings.Any kyc Account
Learn how to use Binance Savings to expand your bitcoin holdings. Discover how to maximize your earnings on one of the most reliable cryptocurrency exchange platforms, as well as how to earn interest on your cryptocurrency holdings and the various savings choices available.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s DholeraAvirahi City Dholera
The Tata Group, a titan of Indian industry, is making waves with its advanced talks with Taiwanese chipmakers Powerchip Semiconductor Manufacturing Corporation (PSMC) and UMC Group. The goal? Establishing a cutting-edge semiconductor fabrication unit (fab) in Dholera, Gujarat. This isn’t just any project; it’s a potential game changer for India’s chipmaking aspirations and a boon for investors seeking promising residential projects in dholera sir.
Visit : https://www.avirahi.com/blog/tata-group-dials-taiwan-for-its-chipmaking-ambition-in-gujarats-dholera/
FIA officials brutally tortured innocent and snatched 200 Bitcoins of worth 4...jamalseoexpert1978
Farman Ayaz Khattak and Ehtesham Matloob are government officials in CTW Counter terrorism wing Islamabad, in Federal Investigation Agency FIA Headquarters. CTW and FIA kidnapped crypto currency owner from Islamabad and snatched 200 Bitcoins those worth of 4 billion rupees in Pakistan currency. There is not Cryptocurrency Regulations in Pakistan & CTW is official dacoit and stealing digital assets from the innocent crypto holders and making fake cases of terrorism to keep them silent.
FIA officials brutally tortured innocent and snatched 200 Bitcoins of worth 4...
Reservation Training
1. Reservation Management Training Loren Stone info@sovereignhospitality.com 303-800-6161 ~ Sovereignhospitality.com Facebook.com/SovereignHospitality Twitter.com/SovereignHosp
2. A Successful Sales Culture starts with a Great FRONT LINES Staff Concierge Front Desk Sales Reservations
3. We only have shots at making a great impression. When we take the reservation call When the guest checks-in We seldom get a SECOND CHANCE. Doing it right the first time is ESSENTIAL
4. A Great Sales Consultant... ...knows his or her product, inside and out ...treats every call as though it is THE most important call he or she will ever handle ...treats every call with respect and importance ...is enthusiastic and conveys that enthusiasm to the caller ...enjoys solving problems and meeting customer needs ...enjoys building (and maintaining) relationships ...recognizes that objections are a normal part of the sales process ...is able to accept rejection ...is self-reliant ...knows who the competition is and what they’re doing ...strives to meet sales objectives ...strives to be great, not just good!
6. The Reservation Sales Process -Actively Listening -Identifying Needs -Building the Relationship -Controlling the Call -Creating Value -Overcoming Objections -Asking for the Sale -Closing the Call Guest Enjoys Stay
7. Who Are Your Callers? Rita the Rate Shopper Irma the Information Collector Sarah the Serious Buyer Lola the Loyal Customer
8. Rita the Rate Shopper How much for a mountain view suite? Rita’s Objective: She’ll say that she wants to know what rates are available- Strategy: Ask key qualifying questions. Sell based on value for price BEFORE quoting a rate. Ask her who else she is considering and outsell them on value. Closing Technique: Offer the option with the most value added through the benefits of amenities, then check to see if it’s on track. Then, sell one with lower rate with scaled-down amenities, offer to reserve, but respect her desire to shop around. Create a sense of urgency based on RATE. If all else fails, offer to hold for 24 hours. How much? That’s too much... can’t you do any better? I called the Cheaper Hotel and they’re $175/night...
9. Irma the Information Collector I’m just checking and then I have to call my friends with this information. Irma’s Objective: As the designated dialer, she needs as much information as possible to aid in the decision making process for her and/or her party. Strategy: Ask permission to obtain qualifying information from her and give her information about the destination, company and division. Since she will take the time, spend the time to carefully understand the party’s needs. Ask her who else she is considering and outsell them on benefits. Closing Technique: Ask to make a reservation for one or two options, selling them as the ones that most everyone in the group would want. Create urgency based on the option with the most services and facilities that appeal to everyone. We don’t all plan to ski. I’m coming with a group of people... What would you have available for a family of six?
10. Sarah the Serious Buyer Sarah’s Objective: To make a reservation TODAY! Strategy: Ask her what would help her make a decision today and sell to those hot buttons. Based on the information she volunteers, suggestively sell other services that she might not know about (air, lift tickets, etc.) to strengthen your value to her compared to competitors. Closing Technique: Create urgency based on availability of her top option today. Are you more expensive than …? I need to book my flight by tomorrow. My husband needs to request vacation days... I narrowed it down to you and the Other Guy…
11. Lola the Loyal Customer Lola’s objective: Wants her loyalty to be recognized. Strategy: Welcome her back. Ask how her last visit was and use it to uncover opportunities to up sell and provide her with benefits that would exceed her expectations. Give her an update of the hotel, property changes and accommodations. Closing Technique: Presumptive sell her former accommodation and one option with greater benefits. Let her know that we can’t guarantee her first pick will be available if she waits. I stayed in a Mountain King there last time... I’m coming up again... I want the same thing as last time
20. Creating Value Positioning statement: How you are viewed by your callers on the attributes that are important to them. A brief, concise statement that allows the Caller to “picture” your destination and division by highlighting unique strengths. Addresses special needs the Caller has initially alerted you to. Creates value before the rates are presented. Example: “As I’m checking here, I can tell you The Hotel offers quality accommodations with personal service in Anywhere. We offer a variety of accommodations, ranging from Standard and Mountain View hotel rooms to Suites and a private 3-bedroom luxury homes. All of our accommodations are quality rated annually...”
21. Positioning Examples Anywhere’s only full-service spa resort hotel overlooking the Ski Resort... Personalized service at a mountain side retreat providing relaxation with easy access to the Town of Anywhere The most best accommodations in Anywhere with a view... Boutique Spa Resort with a world-renowned Ski Resort 5 minutes away... The only Hotel that offers Quality Accommodations with enhanced amenities...for example complimentary continental breakfast and shuttle service, full-service spa and a fine dining restaurant on property Breathtaking views of the Anywhere Ski Resort and the Mountains... Tailored customer service that only a boutique hotel can provide... Accommodations ranging from forest view rooms to a private home...
22. Position The Hotel “The Hotel offers quality accommodations with personal service only available at a boutique hotel. Offering a variety of accommodations, ranging from Mountain View rooms to a private 3-bedroom luxury home. All of our accommodations are quality rated annually...”
23. Position The Hotel THE DESTINATION A place filled with fun and excitement since 1859! Today the town boasts more than 400 boutiques, galleries and restaurants. Activities abound both for adventurous visitors or those in need of relaxation. From concerts to golf, hiking, camping, biking, fishing, kayaking, horseback riding, to relaxing at the spa the options are endless! Awesome snow-capped peaks tower around The Hotel’s timber accented peaks. To top it all, there are four interconnected mountains with more than 2,000 acres of terrain always stand ready to offer the ultimate choices in winter activities. THE PROPERTY The Hotel offers the best mountain view location and at a competitive value in Anywhere, USA. Standard/Mountain View rooms to a private 3-bedroom luxury homes located at 10,200 feet on a cliff overlooking downtown Anywhere and the Hotel with amenities like complimentary continental breakfast and shuttle, oversized hotel rooms, WIFI access in the lobby, and unforgettable views of the Mountains.Options vary from hotel rooms to Suites, or private and secluded home on property.
24.
25. BENEFITS: The advantage the Caller receives from a feature helps the Caller understand why he would pay more for this room or package than another. Benefits allow the Caller to envision what is being described. Customers base their decision to buy on benefits, not features. This can only be done if we know what is important to them, so we need to ask qualifying questions.
26. VALUE: A product has value to a customer when the benefits meet the Caller’s needs/wants. Value is seen only if the benefit has MEANING to the Caller (i.e., Qualifying is mandatory).We spent all this money to make the phone ring, now you MUST take the time to try and make the sale.....
27. Creating Value Examples FEATURES “We have a complimentary shuttle with the best mountain view location only minutes from town.” “All of our accommodations are spacious and some have kitchenettes.” BENEFITS “We have a complimentary shuttle for easy access to the Town of Anywhere and the Ski Resort which would make it convenient for you and your family to get to the slopes.” “Some of our accommodations have a kitchen or kitchenette which is convenient when you want to eat in after a long day of skiing.” VALUE The Caller perceives a greater value for the price of the accommodations if convenience and flexibility are very important to them.
28. Benefits Depend on Qualifying InformationExercise Let’s practice. Sell the following features as benefits: Cliffside mountain view hotel A three-bedroom house to a family A standard hotel room for two people Proximity to the town and ski resort by shuttle Discounted ski rental through The Hotel partnership with Rental Shop Our goal: Create a Win-Win Sale!
29. The Hotel=I Lose-Win (I Lose - You Win) Win-Win (I Win - You Win) Caller=You Win-Lose (I Win - You Lose) Lose-Lose (I Lose - You Lose) What is “Win-Win”? ...When both the Caller and the company get a fair deal.
30. Why Seek a Win-Win? Getting the Order is not enough We want Satisfied Customers We want Long-Term Relationships We want Repeat and Referral Business This is how we build The Hotel!
31. Overcoming Objections Probe to uncover additional information that the Caller needs to make a decision Listen to the responses Show empathy, not sympathy Go back to the big-picture objectives the Caller provided Summarize the Caller’s needs Answer requests Confirm agreement that new option is better for Caller
32. Overcoming Objections Practice Objection: Price/too expensive. Example Response: “I understand if this is a little more than what you wanted to spend. I do have a Standard View Room with the same amenities and services that you liked in the original option. I can offer this to you at $50 less per night than the original option, which sounds like a great alternative for you. Does that sound good to you? This is a really popular option because of its great value, so I would recommend that you reserve it today to guarantee that you get what you want.” Objection: The dates the Caller wanted are not available. Your Response: Objection: The accommodation type that Lola wanted is not available (the one that she was in last year). Your Response:
33. Asking for the Sale Ask for the sale: “May I make your reservation now?” “Does this sound like what you have in mind?” “Would you like me to reserve this for you, Mr./Mrs./Ms.?” “Would you prefer the King Standard View or the King Mountain View?” Create a Sense of Urgency if the Caller Hesitates: “Availability is limited...” “February is a busy month here...” “These special rates are based on availability. I can’t guarantee it will still be available when you call back.” “The 3-bedroom home you like is very popular and we only have one available, so I would recommend that you reserve it today.”
35. Closing the Call Your closing is almost as important as your opening. What you say and how you say it will be remembered by the Caller. You won’t always be successful in closing a call, but if you haven’t made the sale, don’t give up: “We do recommend that you call back to reserve as soon as possible, as this option will not be available for long.” “As you and your husband look around, keep in mind that Anywhere is an ideal retreat for couples...” “While one of the other places you call may quote a lower rate, keep in mind that we have (services and facilities they don’t have). Offer to do a 24-hour hold of the reservation. LAST RESORT: “If you should change your mind or need further information please give us a call back. My name is ______. Anyone here can help you, but feel free to ask for me...”
36. Closing the Call If you HAVE made the sale, make sure you handle the Caller’s information properly. Repeat the spelling of the Caller’s name and correctly enter it in the system. Repeat the arrival/departure dates and ETA to the Caller and correctly enter in the system. Reconfirm room type reserved with the Caller. Reconfirm rate guarantee information with the Caller. Repeat special requests to the Caller and enter them into the system. Note requirements (i.e. deposit information, cancellation policy, etc.) along with an explanation. Thank the Caller for calling.