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  • Sales & Marketing
  • Anatomy of a Hotel Sales Manager

  • Not everyone is cut out for sales - especially cold calling. Quite frankly, few are. Finding those few natural, exceptional people can be a challenge in any environment, but especially now when so many people are looking for jobs. With a single job posting you can be inundated with cover letters and resumes, many of whom are not the slightest bit qualified. Still others look great on paper but turn out to be a big mistake a week into the job.

    So how do you find the right people for your sales team? There are a few key qualities to look for in every sales manager you hire. These characteristics have nothing to do with their job history. While experience is obviously a factor, the people who exhibit the following traits naturally are the ones who will bring you the most success.

    A People Person

    One of the easier characteristics to identify is the ability to get along easily with anyone and everyone. You want someone who likes walking into a room of strangers and introducing themselves. But it's more than just being outgoing. As any good DOS knows, hotel sales is all about building relationships with meeting planners. And with so many ...

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Coming up in April 2019...

Guest Service: A Culture of YES

In a recent global consumers report, 97% of the participants said that customer service is a major factor in their loyalty to a brand, and 76% said they view customer service as the true test of how much a company values them. And since there is no industry more reliant on customer satisfaction than the hotel industry, managers must be unrelenting in their determination to hire, train and empower the very best people, and to create a culture of exceptional customer service within their organization. Of course, this begins with hiring the right people. There are people who are naturally service-oriented; people who are warm, empathetic, enthusiastic, pleasant, thoughtful and optimistic; people who take pride in their ability to solve problems for the hotel guests they are serving. Then, those same employees must be empowered to solve problems using their own judgment, without having to track down a manager to do it. This is how seamless problem solving and conflict resolution are achieved in guest service. This willingness to empower employees is part of creating a Culture of Yes within an organization.  The goal is to create an environment in which everyone is striving to say “Yes”, rather than figuring out ways to say, “No”. It is essential that this attitude be instilled in all frontline, customer-facing, employees. Finally, in order to ensure that the hotel can generate a consistent level of performance across a wide variety of situations, management must also put in place well-defined systems and standards, and then educate their employees about them. Every employee must be aware of and responsible for every standard that applies in their department. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.