Le Grand Bellevue Gstaad’s Post

Converting a potential inquiry into a guest is one of the most important role of any reservation executive or Front desk agent, it is highly recommended to learn about revenue management in brief I will explain below. In hotels, revenue management is a commonly used practise to sell smart. With the right execution, you will sell the right products to the right person for the right price at the right time. With right implementation a lot of revenue and pick up can be achieved. #revenuemanagement #sales #targets

Good day everyone! I would like to share some informations that I have worked on during my career in the hospitality and tourism industry: 1-Handling reservations team and develop them such as : -Showing them how to prepare the arrival daily arrival guests. -Teaching them how to secure the upcoming revenue( by some technique). -Updating guests profile which is the most important thing (by personalizing their preferences). -Teaching them how to be friendly through the phone. -Implementing some skills such as convincing the guest to feel his stay will be memorable with as and make him feel that he’s unique and feel home. -Daily practicing on with different dialogs. -Teaching them the proper way of implementing the reservations. -Handling the No show reports. -Handling travel agencies profiles and charges. -Teaching them the DB accounts and third party charges and how to implement it. 2- Systems that I worked on: -Opera. -Infor. 3- Handling daily meetings with other departments to solve daily glitches. 4-Fixing rates and packages. 5-Implementing corporate rates benefits. 6-Handling daily guests issues. 7-Guests charges. 8-Worked on LQA/LQE and handling internal and external auditor. 9-Understanding how to make an upselling. 10-Handling daily report of guests satisfaction. 11-Daily tracking of the rates and daily occupancy. 12-Email etiquette. 13- Implementing hotel standards. 14-Ensuring team are fully aware of all promotions and packages. 15-Phone etiquette. 16-Make daily sales calls and visits. 17-Excel and Microsoft skills. 18-Team Yearly, monthly and daily productivity report. * Reports I haven’t worked on so far and looking forward to learn: -Daily pick up report (which includes figures). -Forecast report. -Implementing packages and rate on system. -Daily competitors report.

reservations

Challenges and Solutions for Hotel Sales team Amid Instability The role of a hotel sales team is increasingly challenging, particularly in regions experiencing instability and conflicts in neighboring countries. Such conditions directly impact tourism, resulting in decreased occupancy rates and a decline in bookings due to safety concerns. This uncertainty makes it difficult for sales managers to establish relationships with travel agencies and attract potential guests. To navigate these challenges, hotel sales managers can adopt several strategies. First, developing flexible marketing approaches that focus on digital campaigns can effectively target safer, nearby markets. Strengthening partnerships with local travel agencies can also help build trust and boost bookings. Offering attractive promotional packages and leveraging social media for greater visibility can enhance guest confidence and interest. Additionally, continuously analyzing market trends will enable sales managers to identify new opportunities for growth. Investing in team training enhances performance, while personalizing guest experiences can significantly increase satisfaction and encourage repeat visits. By implementing these solutions, hotel sales managers can better address the obstacles they face and contribute to revitalizing tourism in the region.

To anyone who's ever been on a hotel sales task force, hats off to you! The sales task force, internal or external sales professionals, plays a crucial role during periods of employee turnover, unexpected departures, or transitions in hotel ownership. These are unsung heroes that have to dive into a new hotel, learn all about it in record time, and then hit the ground running to sell it. From understanding key differentiators against competitors to mastering new processes, systems, and brand standards, their learning curve is steep. Sometimes they are even getting dispatched to cities they don’t know! I’ve seen it all. It's tough, but they make it happen and that’s why they have my sincere respect and admiration While we acknowledge these challenges, at UpMail we’re proud to be helping set up new sales team members for success from the get-go. We provide instant access to a comprehensive library of templates tailored to handle the hotel most common sales situations. With templates covering the right tone, emphasizing benefits, and showcasing what makes the hotel unique, they can quickly align with established standards. The new salesperson step into their roles on day one with confidence, knowing they're equipped to effectively communicate in line with hotel best practices. This not only speeds up the onboarding process but also facilitates the transformation of any salespersons into seasoned pros.

Why theorize client engagement at luxury hotels (and elsewhere) when it's all about ... common sense? Here is a quick example for us all to consider. Pierre (I have changed all names) my business partner was yesterday at a palace hotel to toast to his niece who is soon to marry. His bar reservation, kindly managed by Victoire our hotel contact, was lost but the staff managed to accommodate him and his family. As a conscientious pro and partner agency, he naturally asked to see a room. Reception had of course to check availability but never came back to offer a site. Of course I don’t know what really happened, but before bothering Sales Executives, DOS or DOSM to find new customers or ensure better RGI vs Comp set, why don’t we start with simple actions steps as to always prepare a Show Room for walking-in professionals to see and more importantly train all staff members to wisely handle such visits. A second example (as simple): I was recently attending a trade show overseas and wanted to extend for a couple of nights to better get acquainted with the destination. As a preferred partner agency of 2 leading hotel groups, I asked for an industry rate. The first one simply ignored my request, and I sadly declined the 2nd one for (unfortunately) budget reasons - the Reservations Manager who answered did not cc anyone in Sales who may have offered me a site inspection which I would have accepted or add me and the agency to the hotel's active mailing list. For the first property I was simply, invisible. That was it. Needless to say, the city in question is rich of luxury properties and competition is hard. A simple cc would have again constituted a relevant action step. Too bad. Impression? Not good. As a seasoned hotelier, my intention is not to shame or blame anyone but I am sad to see basic sales engagement disappear. There are no quick fix as it's based on astute leadership and training. Amis hôteliers: dont say you weren't warned 😉

I am actively looking for a job in Reservations, my previous experience was in Dubai, further and beyond are the learnings and the things I am good at, Reservations, Rooms, Apartments and Suites sales in regards to occasion, purpose of visit, special arrangements, Handling emails, checking pending, solved, new and old, Confirming, guaranteeing reservations, Managing the non-guaranteed reservations, Pre-authorizations, releasing and taking, Updating comments, specials, Handling calls, Upselling, Getting targets from higher authorities, Guest requests, Guest focused, Members privilege based on tiers, Attending briefings to know about the present situations and learning something new, Coordinating with revenue team to pass information of non-guaranteed reservations, rates and inventory, Payments, Refunds, City ledgers, credit risk, cancellations, Team work, Tax structure, Marking vips, single lady, long stayers, company heads, referenced vips, handle with care guests, last complained guests, people with determination guests, Making reservations with negotiated rates, wholesale rates, members rates and regular rates, Catching black-listed guests and passing the information, Knowing guest satisfaction of other hotels in the city as well, Events in the city, Future business, Potential future business, Travel agents, Extending, shortening the stays conditions apply, Lost and found, Coordinating with concierge, sales, revenue, housekeeping, guest services center, food and beverage, security, if required, Birthdays, anniversarys, special occasions information of guests, Celebrating colleagues birthdays, goals, Reports, system generated and manual, Forwarding requests if not authorized to honor, Packages, American plan, full board, Half board, modified American plan, Continental plan, with breakfast, European plan, no board, Adding rates of packages and selling rooms, Understanding departmental revenue, budget, and necessary expenses, from higher authorities, Asking for advise from team members and managers and higher authorities for efficient work and time management, and for solutions if required, Understanding responsibilities and following instructions,Cleaning the work station, Decorations for celebrations, My team members have been amazing for me to learn this much,

If you are working in a hotel sales department, always remember this...... 1. When your hotel is profitable, your GM did a great job. When it is not profitable, sales is doing a really lousy job. 2. You can’t reason or win an argument with brides….. or their mothers….. or their mother in laws. 3. Anything that can go wrong has already gone wrong….. your client just has not told you about it yet. 4. Right before the moment of signing the contract, your client will tell you that they really need a lower rate. 5. If the hotel is running smoothly , your biggest group have not yet checked in. 6. The file you are looking for is always at the bottom of the largest pile. 7. Revenue Management will tend to support whatever theory they are in favour of.

Hotel Sales Professionals, Ditch the FEAR (Forget Everything And Run) Embrace Face Everything And Rise! Some people in the hospitality industry think FEAR stands for “Forget Everything And Run". But for those of us who not only succeed but thrive know FEAR stands for “Face Everything And Rise” to the top, right?! Let's talk conquering those pesky sales jitters that hold us back from closing deals and crushing our quotas. Fear #1: The Higher Quote. You know your hotels’s revenue goals, you know the market demand, seasonality and how much more it costs to run a hotel compared to 2019, but quoting above the competitor's bargain basement rate makes your palms sweat. Stop it! Confidence is contagious. When you articulate your unique value proposition with passi,on and highlight the superior experience your guests get, that price tag is a value for what you and your team will provide. Fear #2: Imperfect Perfection. Your property isn't a sterile, Instagram-worthy haven. Odds are you see imperfections other don’t. Maybe the carpet has stains, the furniture has dings, it’s lived-in, it's authentic, it's got stories! Own those quirks, turn them into charming narratives, and remember, guests crave character, not clinical perfection. No matter how new a hotel is it will have imperfections. I remember opening a hotel in Chicago. In one of the hallways the lighting mixed with the hall vinyl made the wall look warped. It drove me nuts. But it was a Lew thing, not something anyone else noticed. Fear #3: The "No" That Haunts. Saying no feels like nails on a chalkboard, but here's the truth: saying yes to the wrong client can sink your ship faster than an iceberg. Learn to discern your ideal guest and don't be afraid to walk away from a mismatch. Your sanity and bottom line will thank you. Remember, hotel sales is about building trust, and showcasing the magic of your hospitality. So, silence those inner doubts, embrace your badass inner negotiator, and watch your bookings soar! **Let's hear your own hotel sales fear-conquering stories in the comments! We're all in this together, rising above and crushing it! ** P.S. Share this post with your fellow #hoteliers and let's spread the sales-dominating love! I am Lew Estes Click on my name + follow + 🔔 I empower hotel sales professionals to break through barriers, shatter quotas and exceed income goals so they can work normal hours and get regular sleep. Ready to crush your goals? Click the link in the comments to set up a free call.

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