News for the Hospitality Executive
Making This New Year's Hospitality Resolutions Last - Part 3
by Dr. John Hogan,
January 31, 2011 It is now the end of the first month of the New Year. Resolutions were made 30 or more days ago and we already realize that people been breaking them because of any given number of reasons. Those reasons may be strong or without merit, but reality checks remind us all of the need for planning, action, measurement, analysis, correction if need be and then repeating the cycle.
These short pieces relating to Making This New Year's Hospitality Resolutions Real and Practical offer a slight alternative to the resolutions making approaches that seem to get broken so often by offering reminders and action steps to keep forward motion in place.
Here are #13-28 with a focus on sales and marketing. The next group will address certain operational areas.
13. Keep In Touch Regularly: Do not lose contact with a prospect. Phone calls, notes, newsletters, even birthday cards, are good ways to remind people that you are still interested in them.
14. Don't Criticize: Sell your features against the competition's, but do not stoop to criticism. Take the high road.
15. Be a Self-Starter: Do not wait for your manager or your home office to" wind you up'' every day.
16. Be Honest: Do not sell what you do not have, and be honest about your hotel's facilities.
17. Keep Your Word: Whatever you promise, you must deliver. In fact, over-deliver on personal attention and service. This is what sets apart the ordinary from the special.
18. Talk and Deliver Quality: Quality is what people need and want, and it is especially important in these trying days. Whether it is the quality of your hotel's services, its food or its staff- quality sells!
19. Write it Down: Reconfirm, in writing, everything upon which you and your prospect have agreed.
20. Be Enthusiastic! : Nothing is as contagious as enthusiasm, whether it is with your staff or a client.
21. Educate Yourself Continuously: Keep learning as much as you can about our business. There are too many salespeople out there who do not know enough about hotel operations.
22. Don't Gripe About Work: If you are unhappy with your job or your boss, straighten it out. Or quit.
23. Do Not Use Canned Pitches: Yes, you need to practice your presentation but canned pitches appear to be rehearsed and frequently less than straightforward, so do not use them to sell your hotel. Know your product. Be convincing in a normal, conversational manner.
24. Forget the Word "can't". You "can't" a person to death or your negativity may cause them to book elsewhere. Say, "Yes, we can" instead, assuming of course that you can deliver. You are part of a team, so keep "can't" out of your conversation and all communication.
25. Use Action Calendars: They are needed to plan the work ahead, and they allow you to adjust your schedule as necessary.
26. Dress the Part: Do not go overboard on clothes styles. The classic look is still the best for sales.
27. Be a Joiner: Be active in your community; join professional groups like MPI, HSMAl or your local hospitality associations.
28. Talk to Your Manager or Owner Regularly: Keep him or her advised of what's going on daily; it will improve communications and productivity.
Feel free to share an idea for a column at [email protected] anytime or contact me regarding consulting, customized workshops, speaking engagements … And remember – we all need a regular dose of common sense.
John Hogan is a successful hospitality executive, educator, author and consultant and is a frequent keynote speaker and seminar leader at many hospitality industry events. He is Co-Founder of a consortium (www.HospitalityEducators.com) of successful corporate and academic mentors delivering focused and affordable counsel in solving specific challenges facing the hospitality industry. www.HospitalityEducators.com is a membership site offering a wide range of information, forms, best practices and ideas that are designed to help individual hoteliers and hospitality businesses improve their market penetration, deliver service excellence and increase their profitability. Special introductory pricing is in effect for a limited time that also includes a complimentary copy of LESSONS FROM THE FIELD- A COMMON SENSE APPROACH TO EFFECTIVE HOTEL SALES. If readers would like to contribute to the site, please submit your material for consideration to [email protected]. We are interested in expanding our global networks and resources as we support our membership.
Dr. John Hogan, CHA MHS CHE
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