Carol Verret Consulting
The Challenge for Hotel Sales
Carol Verret / January 2005
Robust Revenue Management systems have been the drivers behind the industry's ability to drive ADR and REVPAR in 2004 and will continue to be the drivers for the foreseeable future. Consider the following forecast from PKF.
Demand is expected to increase by 2.8%. Supply is anticipated to increase by only 1.6% but ADR is forecasted to increase by a whopping 4.7% resulting in an average REVPAR increase of between 7.7 and 8.4% in 2005. "In 2005, ADR will be the main driver of REVPAR improvements," says (R. Mark) Woodworth. (Mr. Woodworth is the Executive Managing Director of the Hospitality Research Group of PKF Consulting, author of Perspectives on the Road to Recovery, US Lodging Industry 2005, HRG/PKF, HotelOnline, November 2004.)
In a typical urban/suburban mid level corporate transient property, the mid-week peaks are dominated by business travelers whose rate sensitivity is less as they, individually, are not paying the bill. While corporate travel departments are continuing to try and manage the cost of travel, the reality is that in prime locations, room rates are increasing and they find themselves negotiating higher rates in their RFPs than in previous years.
Another factor to consider is that bookings from all electronic sources have increased another 30-40% from 2003. This includes all channels from the GDS systems, e-commerce channels and the franchise web site. These bookings are also driven by an increase in leisure travel that has been induced by the lowest airfares in a decade. While airfares remain low, this segment demonstrated in the summer of 2004 that they were willing to pay higher hotel rates than in past years.
The dilemma for hotel sales departments is to locate and manage group business to fill in the blanks mid-week and weekends, often from market segments and demand generators that press for lower rates. They also are dealing with third party meeting planners attempting to negotiate the best (read lowest) rates for their clients.
The Revenue Manager is pressing for a higher rate, group booking contacts are pressing for lower rates and the sales person is under pressure to meet their booking goals -- it is a stressful situation for the sales department!
The solutions are varied but hinge upon the ability of the sales person and department to understand and be able to measure the impact of potential bookings and rates upon the hotel's revenue management strategy. Once they understand those parameters, they can then align their new business development activities in relation to the client profiles that fit the revenue management model.
It is both the lack of understanding and/or the inability to measure their potential contracts prior to negotiating and booking that provokes the criticism that "sales only wants to book the lowest rates." My firm belief is that they will stand their ground if given the tools in order to, first of all, develop new business in line with the revenue management strategy and secondly, measure the value of a group to the hotel's top line. In other words, understand the difference between good business and bad. The following are a few suggestions:
The Revenue Management Strategy. Those who are involved in developing the strategy have "buy in" to its successful execution. A hotel company that I work with has taken the position that they want to reduce the number of locally negotiated rate contracts and increase the rate on the remaining ones in order to drive a higher ADR in the mid-week period which is the period of the greatest ADR potential. Sales is fine with the understanding that their ADRs for groups during the weekends will remain the same as the past year and maybe even be a bit reduced in order to attract SMERFE business. It is a deal that is cut so that everyone knows what the expectations are. The Revenue Manager is part of the sales team rather than a direct report to the Rooms Division.
Develop Client Profiles for Each Rate Period.
In order to be more effective in locating prospects that will fit into
the management, it is imperative to know what you are looking for. In other
words, which types of groups in market segments and sub segments will fit
within the rate and catering parameters that will align with the revenue
management strategy. Attempting to meet these goals through only responding
to telephone inquiries and working the trace files is insufficient to attain
the goals. First of all, there is no control over the kind of prospects
calling and the pressure builds to respond to their requests if this is
your only means of prospecting. Secondly, the accounts in the trace files
may or may not be in alignment with the new revenue goals in terms of rates
and meeting configurations. A client profile should be driven by market
segment, where the bookings are likely to originate, their rate sensitivity
or history and their meeting configurations. For example, in the SMERFE
market, a group of wine enthusiasts may be less rate sensitive and more
inclined to spend money on F&B than a group of students. A group originating
in a city with a higher ADR may be less rate sensitive than those that
(Please note that as a matter of principle, CVCT (Carol Verret Consulting and Training) receives no consideration from products that may be mentioned. -- they are included as good examples and good products.)
The future of the hotel sales is in being able to first of all, locate groups that fit the revenue management strategy and secondly, measure the viability of a group in the date ranges and rate requested in relation to the hotel's revenue management strategy.
CVCT, Carol Verret Consulting and Training, offers consulting and seminars on incorporating and using e-tools to enhance productivity and functionality as well as revenue management and customer service. Our associate, Tony D'Angelo, specializes in HR consulting and seminars. Carol Verret, in association with HotelTraining.com has an online sales training module that deals with New Business Development and developing client profiles by market segment. Contact Carol at firstname.lastname@example.org and log onto the company web site www.carolverret.com. The company can be reached by phone at (303) 618-4065. Log on for info about live web casts and online training modules that also address these issues.
copyright © Carol Verret, 2002-2003 -2004-2005
5910 S. University #C-18, PMB 374
Greenwood Village, CO 80121
Telephone: (303) 618-4065
Web Site: http://www.carolverret.com/
|Also See:||Hotel Directors of Sales - The Qualities for Leadership and Success / Carol Verret / December 2004|
|Hotel Sales Departments -- Issues in Processes and Functionality / Carol Verret / November 2004|
|The GM'S Role in Revenue Management / Carol Verret / October 2004|
|Transforming the Hotel Sales Organization; Alignment with the New Realities of Sales / Carol Verret / August 2004|
|The Revenue Management Strategy - The Pre-Plan Marketing Plan / Carol Verret / July 2004|
|Hotel Revenue Management this Summer - a Game of Skill, Art and Most of All Nerves / Carol Verett / May 2004|
|What Do Meeting Planners Want? Hotel Sales Managers Want to Know! / Carol Verret / May 2004|
|Revenue Management -- The Integration of Revenue Drivers / Carol Verret / March 2004|
|CYBER SALES -- Hotel Sales in an Internet World is the New Reality / Carol Verret / February 2004|
|The New Realities of Hotel Sales - Focus on Revenue Generation / Carol Verret / January 2004|
|Hotel Sales -- Innovation in the Face of Limitations / Carol Verret / November 2003|
|The Good News & the Bad News; Improving Economy = New Hotel Development / Carol Verret / October 2003|
|Leadership - General Managers Managing the Sales Process / Carol Verret / October 2003|
|When the Crystal Ball is Cloudy; Marketing Plans for 2004 / Carol Verret / July 2003|
|Partnership of Sales and Technology; Using Tech Tools to "Sell" the Hotels / Carol Verret / July 2003|
|Back to the Basics? The Basics of Hotel Sales Have Changed! / May 2003|
|Creating Sales "HUNTERS": The Skill Sets Required in the New Hotel Sales Environment / April 2003|
|Heightened Security Requires New Strategies in Hotels Sales / Carol Verret Consulting and Training / Mar 2003|
|Revenue Recovery - Building The ‘A’ Team in Sales / Carol Verret / January 2003|
|Contingency Marketing Plan – War In Iraq! / Carol Verret / November 2002|
|Playing the Rate Game - Positioning -- Positioning -- Positioning! / Carol Verret / October 2002|
|The Rate Game - Playing to Win / Carol Verret / October 2002|
|The Challenge of Marketing Independent Boutique Hotels / Carol Verett / August 2002|
|Hotel Sales in a Limited Service Environment - The Rules Have Changed / Carol Verett / August 2002|
|The General Manager’s Role in Sales -Chief Marketing Officer of the Hotel / Carol Verret / April 2002|
|100% Market Share Penetration is Not Good Enough / Carol Verett / January 2002|
|The Key to REVPAR Recovery – New Business Development / Carol Verett / December 2001|
|Trash the 2002 Marketing Plan - And Just Start Over / Carol Verett / September 2001|
|How to Use Consultants Effectively – A View From the Other Side / Carol Verret / August 2001|
|How Soft Is Your Hotel's Economic Landing? / Carol Verret / Aprl 2001|
|The ‘Value Proposition’: Marketing Yourself to Prospective Employees / Carol Verret / January 2001|
|Generation Y: Motivating and Training a New Generation of Employees / Carol Verret / November 2000|
|Why Customer Service Seminars Don't Work / Carol Verret / October 2000|
|Creating a Culture of Customer Service / Carol Verret Consulting and Training / Sept 2000|
|FAT, DUMB AND HAPPY – The Seasonal Boom and Bust Cycle / Carol Verret / August 2000|
|Surf's Up - Ride the Wave or Miss the Boat -The Effective Use of Technology in Hotel Sales / Carol Verret / July 2000|
|Measuring Effectiveness of Hotel Sales Departments / Carol Verret / June 2000|
|Hotel Sales Training - The Need for Immediate Results / Carol Verret/ May 2000|