Hotel Banquet Department Staff Now Part Of The PR and Marketing Team / Doug Kennedy
August 30, 2013 8:27am
By Doug Kennedy
August 30, 2013
It really hit me when my client contact mentioned that his team served over 300,000 guests last year at all types of events including association meetings, conferences, awards dinners, business events, city-wide events such as the marathon, and just about every type of social event imaginable from weddings to retirement parties. Most of those who attend are not staying over in the hotel nor using the food and beverage outlets, so their only impression of the hotel is from their experience as a guest at an event catered by the banquet staff.
In preparing, I remembered back to my first job at the Marriott Resort in my hometown of Lexington, KY when I started out in banquets before transferring over to the bellstand. (I still worked in banquets when they needed me for all three years I was at that hotel.) Back then we had something called "word-of-mouth" advertising. I remember my managers telling me that unhappy guests tell at least 10 other people. In today's world, we can call it "word of click" advertising or even more aptly "word of tweet." But it's not just messages going out on Twitter and Facebook postings, we now have guests making selfies and posting them on Instagram along with pictures of their dessert or entrée. In fact, in preparing to present this training I did a little online searching myself and found both highly positive and highly negative reviews for a number of hotels in this major city at places like Yelp and Event Library. (Interestingly, both the most positive and most negative reviewers wrote more about the staff than they wrote about the facilities or the food.)
While the front desk team certainly has a huge opportunity to help market the hotel by creating memorable experiences that result in positive TripAdvisor postings, the banquet services team has perhaps an even bigger opportunity to generate positive social media buzz. How many brides-to-be might be attending the wedding of another friend prior to picking their own venue? How many of those attending an awards dinner might have upcoming meetings or events at their own companies? When you think about it there are likely to be prospects for future hotel sales and catering business at just about every event the banquet team serves.
Based on my own experiences at attending conferences, meetings, and trade shows, there are many hotels that could benefit from providing more hospitality and guest services training for this highly important yet often overlooked department. If you are looking to conduct your own training for your banquet services team here are some training ideas:
--Conduct searches at online social networking and business review websites regarding hotel banquet events such as weddings and company meetings. Share the information with your team to remind them of how we are in a new area of transparency of guest service.
--Discuss the positive (or negative) impact of even just one social media posting or review.
--Conduct role-playing activities and video tape the participants. Then play back the results so that everyone can see how they are actually performing. Some might think they are smiling when in fact they are not. Others might pick-up on closed body language or gestures such as leaning on the bar or chair back. It's always fun to first have the participants demonstrate the wrong behavior first to break the ice, and also to show there is in a fact a wrong way.
--Review essential hospitality skills that all colleagues need to display, especially those working in a highly visible position as the banquet server or bartender such as these:
Tags: doug kennedy
Contact: Doug Kennedy
Office: 954.981.7689; Mobile: 954.558.4777
How Much Does It Cost To Generate A Voice Reservations Inquiry? How Much Are You Investing In Properly Following-Up?
TRACK/ResortsandLodges.com and Doug Kennedy Announce Upcoming Webinar for March 13
Get Your Hotel Operations Team Onboard The Tricycle of Guest Service
The Staff Of Nizuc Resort Cancun Clearly Understands Where True Hospitality Starts - The Human Heart
Trends in Reservations Inquiry Call Volumes: Is There More to the Numbers?
Thanks to Erika at Omni Resort at ChampionsGate for a Perfect Front Desk Welcome!
Kennedy Training Network Appoints M. Cathy Cook as Executive Director of Training & Development
When Guests Complain, Be All EARS!
Measuring and Incentivizing Front Desk and Reservations Upselling
7 Trainer’s Tips for Hotel Reservations Sales Success
Leadership Lessons Learned From Being a Guest When the Hotel Was Overbooked
Hotel Sales Best Practices for the Era of Electronic Inquiries
How Did The Bartell Hotels’ Call Center Capture 7% More Revenue From 11% Fewer Calls?
Airline Service: Stop Complaining, Start Complying and Be Grateful For Super Low Fares!
Are You Giving Your Guests Enough RevPAH?
Hotel Sales: “Why Do Our Rates Change? We Discount When It’s Slower!”
How to Follow-up on Voice Reservations Inquiries With Personalized Emails and Phone Calls
Hotel Sales – It’s Time to Use Video Email to Outsell the Competition
Conquering Complaints™: Part Two
Hotel Online’s Top Read News for 2016
Please login or register to post a comment.