The Love Language of the Revenue Team
By Kristi White VP, Product Management, Knowland | February 16, 2020
Anyone who has been in a long-term relationship has probably at some point wondered how they could communicate better. Everyone experiences love differently and it's easy to miss the mark when it comes to showing that you care. A "Love Language" can help you identify how you prefer to give and receive love in more meaningful ways.
The premise of The Five Love Languages is that your primary "love language" is how you prefer to connect with others. When you discover another person's love language and speak it regularly, you can more easily communicate and keep love alive in the relationship.
The ecosystem of a hotel is much like that of a long-term relationship. And each department in the hotel has its own love language. Today we explore the love language for revenue managers. To set the stage, let's quickly review the five love languages:
- Words of Affirmation
- Acts of Service
- Receiving Gifts
- Quality Time
- Physical Touch
Based on how you interact and communicate with your revenue manager, what do you think their love language is? For most revenue managers, the truest love language is likely Acts of Service. I don't mean, bringing them lunch or a soda, although that is kind, it would more likely be classified as Receiving Gifts. I mean the act of coming to them fully prepared to discuss a piece of business and taking some of the due diligence burden work off of them. And not just preparing to speak to the transactional piece of business at hand, but the ability to speak to the full scope of the business.
What might that look like? Imagine a typical conversation with a revenue manager in the Daily Business Review (DBR). The sales managers come in with the pieces of business for which they need to obtain a price. Below is the commentary they provide about their respective pieces of business.
- Sales Manager A - Corporate piece of business for Tuesday March 24 for 2 nights. The group needs 25 rooms, 1,000 square feet of meeting space, 1 breakfast, 2 morning breaks, 2 afternoon breaks, and 2 lunches. The group needs a 10% commission on all revenue.
- Sales Manager B - Government piece of business for the same dates. The group needs 40 rooms, 1,500 square feet of meeting space, there are no meals required.
- Sales Manager C - Corporate piece of business for the same dates. The group needs 15 rooms, 900 square feet of meeting space, breakfast & lunch both days, and dinner on the first day. Additionally, this is the board meeting for a new piece of business she just uncovered. If things go well with the board meeting, the group also has six other groups across the year with 75 rooms per night for four nights with a Sunday night arrival for each group. They've been staying at the Hotel Independent (one of our primary competitors) but that hotel is not available on any of their preferred dates. If we do well on this event, we could parlay this into a bigger buy. Also, on their six other events, three of those current dates are over defined need periods. The group does have some flexibility but would really prefer their original dates so as not to conflict with the rest of their meetings. The sales manager throws in the kicker of transient business the account has that could also be moved.