Reading...
Play button
Play button
Use LEFT and RIGHT arrow keys to navigate between flashcards;
Use UP and DOWN arrow keys to flip the card;
H to show hint;
A reads text to speech;
33 Cards in this Set
- Front
- Back
|
What is hotel sales?
|
The combination of rooms and catering sales.
|
|
|
Define outlet - give examples
|
A food and beverage point of sale: restaurant, room service, bar/lounge
|
|
|
Define Ancillary - give examples
|
A revenue source outside sleeping or food and beverage: gift shop, golf course, business center
|
|
|
Sleeping rooms generate great profitability because of its _______ and the ______________.
|
profit margin, captive audience
|
|
|
How are profit margins determined?
|
By comparing product or service sales revenue with costs incurred in providing the product or service.
|
|
|
Types of Rooms costs:
|
H/L/P, labor, and overhead (debt, marketing, taxes)
|
|
|
Define Captive Audience
|
Customers who are staying at a property and will, for convenience and lack of other options, partake in the outlets the hotel offers.
|
|
|
List the two types of guests
|
Transient and group
|
|
|
Hotel Size Classifications
|
Small
1-150 rooms Medium 151 –400 rooms Large 401-1500 rooms Mega 1501 rooms and over |
|
|
Four types of Key Hotel Positions
|
Top- Level Management, Executive Committee, Department Heads, Line Level Supervisors
|
|
|
Define Top-Level Management
|
– coordinates the hotel’s operational and sales efforts
i.e. General Manager |
|
|
Define Executive Committee
|
– senior level managers who direct one or more facets of the hotel’s operation
i.e. Director of Sales/Marketing, Director of F&B |
|
|
Department Heads
|
– managers who are most directly involved in a department’s day-to-day operations
i.e. Front Office Manager, Chief Engineer, Executive chef |
|
|
Line Level Supervisors
|
– front line management personnel
|
|
|
What is grassroot marketing?
|
Marketing techniques that use pre-existing social networks to produce increases in brand awareness or to achieve other marketing objectives (such as product sales) through self-replicating viral processes
|
|
|
Why is selling important?
|
It is pretty much the backbone of the hospitality industry
It helps bring in traffic which otherwise might not have used the facility Spreads awareness of what accommodations are offered Helps creates a sense of importance and individual attention |
|
|
Traditional vs. Consultative Selling: 4 main differences
|
T: emphasis on one product
C: empathizes on guests needs T: make product first, find out how to sell it C: find out guest needs, then develops something to fulfill that need T: quantity focused C: quality focused T: short run planning C: long-run (know that the market changes, looks for growth) |
|
|
The Three Consultative Selling Roles for the 21st Century
|
Team Leader, Long Term Ally, Business Consultant
|
|
|
Characteristics of a good sales person
|
Self Motivated
Empathetic Listener Organized Competitive Goal-Orientated Adaptive Customer Orientated Informed Enthusiastic Learning Orientated Team Player Current on Trends “Outside of the Box” thinker |
|
|
Define Transient Customer
|
Customers who travel independently and make their own travel arrangements.
|
|
|
Define Leisure Customer
|
One or more person(s) traveling 100 miles or more away from home.
(for hiking, canoeing, themed events, girls night out, family visits, etc) |
|
|
Define Business and Meeting Convention Customers
|
Groups of 10 or more people meeting together for a common purpose.
Meeting Professional International and Professional Conventions Managers Association |
|
|
Three types of meeting market segments
|
Corporate, Conventions, Associations
|
|
|
How do Associations usually handle events?
|
Price Conscious
Long time to Plan Usually too many “cooks in the kitchen” |
|
|
What events do Associations usually hold?
|
Annual Conventions
Board of Director Meetings Seminars and Workshops Committee or Monthly Meetings SMERF |
|
|
How do Corporations usually handle events?
|
Less time to Plan
Not as price conscious Usually one assigned meeting planner Host incentive meetings/trips |
|
|
What events do Corporations usually hold?
|
Training Meeting
Sales Meetings New Product Introduction Meetings Management Meetings Technical Meetings Board of Director Meetings |
|
|
How do Conventions usually handle events?
|
Take a lot of time to plan, sometimes years
Price Conscious but on a large scale Several Meeting planners and/or company Take bids on different items for the convention |
|
|
What is prospecting?
|
Attempting to find potential customers
|
|
|
What are the methods of prospecting?
|
Natural Market
Cold Calls Sales Blitzes Referred Leads Endless Chain Center of Influences Nest |
|
|
What are the methods of pre-approach?
|
Online
Talk to the receptionists Do homework |
|
|
List the Four Marketing Functions
|
1) Corporate Identify
2) Pricing 3) Customer Focus 4) Sales |
|
|
Six Factors that Control a Company's Image
|
Reality of the Company itself (basic facts about it)
Newsworthiness of the company and activities Diversity of the Company (more diverse, less able to fit into a box) Company’s communications effort Time Memory Decay |
