OUR BLOG
Top 4 Essential Skills for Accommodation Receptionists
Did you know it only takes approximately 30 seconds to make a good first impression? With this in mind, a receptionist needs to create a welcoming yet professional image from the start. A warm greeting by a receptionist can speak volumes about how the hotel will treat...
How To Overcome Current Recruitment Challenges in the Australian Accommodation Industry
Australian hotel and hospitality businesses are struggling to attract and retain staff, putting pressure on the sales, customer service and operations of many hotels. A study of UK hospitality businesses by The Caterer showed that 82% of hospitality professionals said...
5 Questions all FOH need to ask
Yes, the front office team know the basic questions to ask. But gone are the days of 'booking takers'. To gain market share, you need customer service experts who have the ability to up-sell and cross-sell, no matter what position they are in operationally....
4 “Tricks of the Trade” to drive direct conversion!
Direct business = more profit, it's that simple. Although Online Travel Agents (OTA's) can offer reach, businesses cannot rely on this tool to generate all sales. Alternatively, view OTA's as a lead source or marketing tool for new business with the sale conversion to...
Is it your sales people, or sales processes, that are letting you down?
Many hotel and venue managers we speak to are frustrated. They keep experiencing low sales conversions and missed opportunities, and they are tearing their hair out wondering why their sales person or team is not performing. But if they take a step back and look at...
Six Rules for a Successful Site Inspection
Site inspections are an important and popular tool of the trade for hotel and venue sales teams. There is no better way to engage a potential customer than getting them to experience your property first hand. And while the way to...
How to Convert RFP Wins into Room Nights
I open my e-mails and there it is, the rate acceptance from Lanyon for that new account that I have been chasing the past 6 months. There we go, its done, I’ve won the account and it’s time to move onto the next win. This seems to be the mentality of many a Sales office throughout the RFP tender period, but should not be the case. Winning an RFP tender is only the end of the first step towards winning a new account.
Knowledge is Power – The Importance of Your Hotel’s Customer Relationship Management Strategy
Every hotel (in fact every business) should have a CRM (Customer Relationship Management) Strategy. Done well, it becomes the powerhouse behind your business. Without one, your hotel sales efforts will be less efficient, less strategic and less effective.
Why is a CRM so important?
The Fortune Is In The Follow-Up
There’s no doubt about it. When it comes to sales, the fortune is in the follow-up.
We can invite heaps of people to our hotel or venue for site inspections or famils. We can farm out proposals left, right and centre. But when it comes to closing the sale and confirming the business, follow-up is often the key.