One Task Every GM or DOS Should Do Right Now to Increase Group Sales Revenues
October 10, 2016 10:11am
By Doug Kennedy
With group demand growth having leveled off or declined in most hotel markets, General Managers and Directors of Sales are looking for ways to capture more of the market share of the business that is still out there.
As I have explored many of my previous articles, the hotel sales environment has changed dramatically in recent years, yet hotel sales training and the related sales processes have not evolved fast enough at too many hotels.
We all know that an ever-increasing number of meeting planners inquire electronically by sending emails; others use electronic request-for-proposal tools such as Cvent, Starcite, CVB sponsored websites and lead management tools offered by hotel brands.
As a result, it is now more important than ever to stand out from the completion by sending personalized correspondence, by using descriptions that allure and entice instead of listing, and by expressing sincere interest in securing the business. Yet another way to stand-out is by responding promptly and follow-up tenaciously.
Most if not all the hotel sales directors and general managers that I speak with seem to know and understand these principles. Yet when I conduct my pre-training “hotel sales process audits” for a wide range of hotel clients, I find that responses are far too often tardy, generic, and essentially the same as the responses being sent by all the others. Likewise, I often find a lack of tenacious follow-up.
One of my training mantras is: “If you want to the same results as all of the other hotel salespeople get, just do the same things the other salespeople are doing.” That will surely result in you getting your “Fair share” of the market.
Leaders who are truly committed to excellence at every step in the sales cycle know that the key to success is accountability. It is not just enough to have a team that understands the principles of sales excellence, or to have a top-notch lead tracking system; they must also live by those principles. As a leader, the most important part is auditing their systems periodically.
Being in the hotel sales mystery shopping business, I of course think it is important to know what is being said during telephone inquiries, which is the focus of most traditional sales mystery shopping.
Yet sales audits such as I offer prior to my sales trainings dig deeper, and such as I’m describing here, allow a leader instead investigate a) what is being seen by the decision makers (who often are not the ones who inquired) and b) when they are seeing it. If you have never conducted a sales audit before, here are some ideas.
After notifying the team, while sitting with each sales manager, have them randomly pull 10 or so inquires, roughly representative of the various lead channels. (This can be done by searching their email folders for the notifications sent by various systems that a new lead is available, and for voice inquiries by checking the copies of completed voice lead inquiry forms located in a master file somewhere in sales.)
Next, sit with each salesperson and ask them to show you the documentation of any follow-up they have done for each respective lead. Depending on how they organize themselves, this might be by having them search their sent messages, by looking into the contact records if they use an automated lead tracking/CRM system, or if they use a manual system, then by looking into their folders, binders or paper trails to see what notes they have written on their print-outs.
Create your own “scorecard” to use as you review these details. Here are some criteria to consider for your checklist.
By conducting a sales audit based on the criteria outlined here, you will ensure that your team is doing all it can to capture more than its fair share of group business by out-selling the competition at every step in the sales cycle.
Tags: doug kennedy
Doug Kennedy is President of the Kennedy Training Network, Inc. a leading provider of customized training programs and telephone mystery shopping services for the lodging and hospitality industry. Doug continues to be a fixture on the industry's conference circuit for hotel companies, brands and associations, as he been for over two decades. Since 1996, Doug's monthly hotel industry training articles have been published worldwide, making him one of the most widely read hotel industry training authors in the world. He is the author of Still On The Road to Sales and Guest Service Excellence. Visit KTN at: www.kennedytrainingnetwork.com or email him directly: firstname.lastname@example.org
Contact: Doug Kennedy
Office: 954.716.7980; Mobile: 954.558.4777
Leadership Lessons Learned From Being a Guest When the Hotel Was Overbooked
Hotel Sales Best Practices for the Era of Electronic Inquiries
How Did The Bartell Hotels’ Call Center Capture 7% More Revenue From 11% Fewer Calls?
Airline Service: Stop Complaining, Start Complying and Be Grateful For Super Low Fares!
Are You Giving Your Guests Enough RevPAH?
Hotel Sales: “Why Do Our Rates Change? We Discount When It’s Slower!”
How to Follow-up on Voice Reservations Inquiries With Personalized Emails and Phone Calls
Hotel Sales – It’s Time to Use Video Email to Outsell the Competition
Conquering Complaints™: Part Two
Hotel Online’s Top Read News for 2016
Conquering Complaints™: Part One – A Complaint Is Like A Carrot
Train Your Hotel Sales Team to Tell Stories Not Just Quote Rates
Doug Kennedy Announces His New Book On Hospitality Training and Guest Services Excellence
So You REALLY Like Working With People?: Five Principles For Hospitality Excellence
Capturing More Catering Sales Revenue – Circa 2017
Hospitality Training Techniques in the Era of Social Networking (A Podcast)
Resort Reservations Agents: It's NOT Our Job to Help Them Find What's Available, But Rather to Help Them Decide to Book Right Now
Training Your Team for Upselling by Room Type and by Rate Option
Kennedy Training Network Helps Bartell Hotels’ Private Call Center Improve Direct Bookings
The Front Desk Is Not A Dinosaur - But Your “Brand” Might Be If You Completely Eliminate It (A Rebuttal)
Please login or register to post a comment.
October 24, 2016 2:35pm
Great Article Doug!