News for the Hospitality Executive
|Lessons from the Field
A Common Sense Approach to Success in the Hospitality Industry
|By Dr. John Hogan, CHA MHS CHE, June 13, 2008|
Don’t Underestimate the Impact of the Hotel Sales Office
the morning and does not stop until you get into the office.
Robert Frost (1874 - 1963)
American Poet Laureate Robert Frost did not work in the current environment, but his observation about human nature may or may not have changed much in the last 50 years.
It is challenging to find accurate records of how much time people spend
typically at work today, but the 2006 statistics below reflect that working
is the single most intense activity of any day and when one considers the
commute time, the activity is even more intense. Add in the realistic hours
spent by dedicated hotel professionals, and the numbers become even more
The intent of this column is not to encourage hotel owners and managers to provide more elegant office space for sales professionals, but to recognize the critical mind set that office space can have in the minds of visiting guests and potential clients. It also has a critical mind set in setting the tone of respect and value for those sales professionals for those times when they are working in the office rather than out on other sales related activities.
Observations about the location & appearance of a sales office
The sales office makes a valuable first impression on a potential client of your hotel. The location and appearance of this office make a statement about the property's selling philosophy. A sales office that is easy to find, tastefully appointed, free of clutter and comfortable tells the prospects that you and your hotel cares and wants their business.
"Do's" and "Don'ts" relating to the sales office space:
Positive things to do:
Feel free to share an idea or to contact me regarding consulting and speaking engagements at email@example.com anytime and remember – we all need a regular dose of common sense.
The opinions expressed in this article are those of the author and do not necessarily reflect the views of this publication
All rights reserved by John Hogan. This column may be included in an upcoming book on hotel management.
John Hogan’s professional experience includes over 35 years in hotel operations, food & beverage, sales & marketing, training, management development and asset management on both a single and multi-property basis. He holds a number of industry certifications and is a past recipient of the American Hotel & Lodging Association’s Pearson Award for Excellence in Lodging Journalism, as well as operational and marketing awards from international brands. He has served as President of both city and state hotel associations.
John’s background includes teaching college level courses as an adjunct professor at three different colleges and universities over a 20 year period, while managing with Sheraton, Hilton, Omni and independent hotels. He was the principal in an independent training & consulting group for more than 12 years serving associations, management groups, convention & visitors’ bureaus, academic institutions and as an expert witness. He joined Best Western International in spring of 2000, where over the next 8 years he created and developed a blended learning system as the Director of Education & Cultural Diversity for the world’s largest hotel chain.
He has served on several industry boards that deal with education and/or cultural diversity and as brand liaison to the NAACP and the Asian American Hotel Owners’ Association with his ongoing involvement in the Certified Hotel Owner program. He has conducted an estimated 3,100 workshops and seminars in his career. He served as senior vice president for a client in a specialty hotel brand for six years.
He has published more than 350 articles & columns on the hotel industry and is co-author (with Howard Feiertag, CHA CMP) of LESSONS FROM THE FIELD – a COMMON SENSE APPROACH TO EFFECTIVE HOTEL SALES, which is available from a range of industry sources and AMAZON.com. He resides in Phoenix, Arizona and is finalizing his 2nd book based on his dissertation – The Top 100 People of All Time Who Most Dramatically Affected the Hotel Industry.
Dr. John Hogan, CHA MHS CHE
|Also See:||Factors for Successful Interviewing Potential Hotel Sales Candidates / Dr. John Hogan / June 2008|
|The Importance of Meaningful Sales Team Job Descriptions / Dr. John Hogan / May 2008|
|For Hotels with Limited Service, Fewer than 100 Rooms - How Do You Determine if You Need a Person Dedicated to Selling / Dr. John Hogan / May 2008|
|Extending Your Sales Team or Make Travel Agents A Regular Part of Your Sales Programs / Dr. John Hogan / May 2008|
|Finding Business Leads Can Be Easier Than You Think / Dr. John Hogan / May 2008|
|Understanding the Differences Between Marketing and Sales / Dr. John Hogan / April 2008|
|Identifying Your Customers / Lessons from the Field A Common Sense Approach to Success in the Hospitality Industry / Dr. John Hogan / April 2008|