Behavior Ignored is Behavior Accepted

Simple Tips for Coaching Challenged Hotel Managers and Associates

By Lizz Chambers Manager of Group Sales, Newport Hospitality Group | May 01, 2016

So much of what we do as hotel managers boils down to how we treat our team members. Not only must we be good role models, but we must also be observant and correct bad behavior before it turns into a habit. Three scenarios are presented to illustrate how overlooking certain actions may have negative consequences. From there, steps are outlined to help managers effectively coach their associates and ensure that all parties perform optimally from then on.

Scenario One

You walk by the hotel reception area, you hear the phone ringing and ringing…five…six…seven times. You observe Robert at the front desk checking in a guest and ignoring the phone. So you run to the back office, handle the call and say nothing to Robert. What have you just told Robert?

Scenario Two

You overhear your sales manager, Rebecca, answering an inquiry call. She listens to the caller and simply quotes rates and nothing more. She does not qualify the caller, present a benefit statement or even ask for the sale. However, she is polite and asks the caller to phone back if he or she is interested. Rebeeca sees you and knows you are listening. You understand that she is busy so you say nothing about the improper way the call was handled. After all, she was friendly. What have you told Rebecca?

Scenario Three

Choose a Social Network!

The social network you are looking for is not available.

Close

Hotel Newswire Headlines Feed  

Carolyn Childs
Amy Locke
Kristi White
Casey Olsen
Mike Kistner
Lily Mockerman
Cheryle Pingel
Zoe Connolly
Gerald Fernandez, Sr.
Steve Kiesner
Coming up in June 2019...

Sales & Marketing: Selling Experiences

There are innumerable strategies that Hotel Sales and Marketing Directors employ to find, engage and entice guests to their property, and those strategies are constantly evolving. A breakthrough technology, pioneering platform, or even a simple algorithm update can cause new trends to emerge and upend the best laid plans. Sales and marketing departments must remain agile so they can adapt to the ever changing digital landscape. As an example, the popularity of virtual reality is on the rise, as 360 interactive technologies become more mainstream. Chatbots and artificial intelligence are also poised to become the next big things, as they take guest personalization to a whole new level. But one sales and marketing trend that is currently resulting in major benefits for hotels is experiential marketing - the effort to deliver an experience to potential guests. Mainly this is accomplished through the creative use of video and images, and by utilizing what has become known as User Generated Content. By sharing actual personal content (videos and pictures) from satisfied guests who have experienced the delights of a property, prospective guests can more easily imagine themselves having the same experience. Similarly, Hotel Generated Content is equally important. Hotels are more than beds and effective video presentations can tell a compelling story - a story about what makes the hotel appealing and unique. A video walk-through of rooms is essential, as are video tours in different areas of a hotel. The goal is to highlight what makes the property exceptional, but also to show real people having real fun - an experience that prospective guests can have too. The June Hotel Business Review will report on some of these issues and strategies, and examine how some sales and marketing professionals are integrating them into their operations.