Front table job of any hotel is very important from hotel sales perspective. Marketing and sales department is called revenue generator. Front workplace job is part of the marketing department so it's directly linked with revenue generation activities of an hotel. A worker working as entry desk staff is having immediate relationship with the friends. So that it becomes very very important to that employee to own all the principle characteristics of the good salesperson.
A good sales person can convert first-time guest in to repeat business guest by make him or happy and achieve customer satisfaction. This is actually the hospitality and customer demand only that can be considered while managing customers at prominent desk that will bring customer satisfaction. Desired hospitality and less cumbersome procedure for check in and checkout will bring customer satisfaction. Working as a Prominent office supervisor or staff, to begin with she or he should think about the available resources of the hotel concerned which have to be focused to the materialization of the business enterprise.
Good salesmanship is focused on selling own product with approval of the clients. Whatever product one have a good salesperson will sale that product and make feel to the clients that this is the right product he wanted. This is simply quality of a sales person that he / she will find out the budget of a customer while conversation and provide the product that provide within the budget feel to the customer. While conversation it is the quality of your salesperson to explain the facilities of the product to the customer that will again give feel of the right product customer wanted. Abbey J. R (1998)
Customer marriage management is new strategy in neuro-scientific any business. So that it is the grade of a good salesmanship that helps in effective implementation and management of customer romantic relationship in the hotel group. Within this competitive world getting home based business is big concern so hotel firm feels in repeated business from the same clients. By using knowledge and smartness in work of your salesperson management of customer marriage is possible. Nowadays it has been monitored by ecommerce so knowledge of ecommerce to the front desk worker can be added quality of your good salesmanship and it'll bring the business enterprise from existing clientele.
If an organization utilizes the available resources properly, Implementation of yield management will makes major changes in the hotel. It'll bring maximum market stocks of metropolis concerned. Guest generally always searches for the comfortable stay and the blissful luxury facilities for their money. It's the quality that always talks better than some other advertising campaign. So if entry desk employee offers proper reviews to the hotel, hotel can keeps the quality towards tariff and the interiors that may bring the utmost revenue within a short period. So that it is the benefits associated with the nice salesmanship. So as conclusion author wish to say that good salesmanship is very important while performing duty of front side office division of hotel industry because it helps hotel not and then get good business but keeping marriage with customers and responses to the hotel for up gradation of its quality of product and services as well.
Q. 1 (2) Explain, with illustrations what selling techniques you may use when checking in a visitor.
Overall selling technique is depends upon salesmanship and kind of guest but generally a entrance dest person has to apply his or her selling skill keeping in mind normal technique of checkin. Providing techniques for checking guest is nothing but quality of the good salesperson. A salesperson should be very friendly and caring to the visitor so that customer will be satisfied. Sales rep should use up sell technique first while explaining price of the available rooms, followed by prestigious rates and lower rate rates. Along with these salesperson should describe how fantastic the facilities are within the area to justify the price of the area.
There may be a case that same room can be sold at different price. It is the duty of an good salesperson to determine the level of desire of the customer for the merchandise they're requesting and fee price accordingly. During heavy demand of the accommodation it is completely depends upon leading desk employee-salesperson to increase the produce of accommodation by advertising the same product at different prices according to the customer profile and need. Being a good salesman a front office employee can suggest various costs techniques-top down costing, prestigious pricing, trim rate pricing etc, to the hotel to maximize its yield. So it is the grade of a salesperson to identify and recognize the level of demand and potential of a customer to cover the same accommodation and fixed the price accordingly. Abbey J. R (1998)
For example when there is arrival of visitor to begin with front office person should cope with the guest with friendly approach, asking for the kind of room looking for then clarify the type of room available using its pricing. First of all salesperson should sell the area at higher price then depending after the negotiation skill of the salesperson and budget of the customer price can be renowned or if required and backed by the marketplace sentiment it could be slice rate price be set. Following this negotiation skill guest should be registered and room should be designated promptly. As per the situation if needed visitor will be assisted in completing sign up process. Then there will be verification of method of payment to be made by the guest-whether cheque, cash, card or payment by company etc. will is well known by talk and then you will see escort to the visitor till the area.
Q. 2. Discuss the sort of check in system that you would be prepared to see at the turner Hotel.
Hotel Turner is a huge chain of Hotel with 297 rooms hotel located in Central London. It is part of a well reputed band of hotels with 12 hotels running successfully in London and other major Western european locations. 42% of its customers is commercial. Only 8% and 14% amount to walk-ins and leisure friends respectively. For this type of hotel, forward office system should permit reception staff to maintain tabs on all bookings, point out of rooms, visitor details and charges. It ought to be efficient in coordinating restaurant reservations for guests, plan housekeeping obligations and process guest check-in and check-out as per the marketplace segmentation. Hotel Turner would additionally require a system which should provide a means to communicate effectively with all travel companies and activity operators from the online reservation system.
Hospitality management systems will be the applications/ modules that smoothens a hospitality business. From the area service system in a restaurant, to online reservation and a simple and fast check in process, it enables successful communication and management of procedure, eventually growing business and income. (www. wikianswers. com)
Features that Hotel Turner should look out for includes:
Reports for arrivals & departures on a specific date.
Guest ledger and reservation details, including activities and special requests.
Room rates, special discounts, package deals, group bookings, etc.
Visual schematic of resort rooms and position.
Visual schematic of calendar with room availability.
Facility for producing check-in credit cards for friends.
Flexibility in re-assigning friends to different room.
Facility to easily add charges to rooms from restaurants, spa, surprise shop, etc.
Incorporate all payment options after check-out and print receipt.
Print work roster for staff Facilities for stocking guest history
Communicate effectively with reservation and travel agents
Hotel Turner should have a system that can be effectively used for online reservation system. This type of software package is essential according to the hotel's cancellation and Make sure policy. It can help in increasing direct online bookings instantly. Prospective guests can view hotel rooms (size, selection of beds), availableness and prices, plus services and facilities offered. The systems must have instant verification of credit card payments or other secure online repayment method. After repayment of deposit and confirmation by email, guests should be able to login to view or change their reservation details. Cancellation regulations should be mentioned, airport transfer options described.
How would the check in strategies differ when working with?
( a) A visitor with a reservation
Usually guest check in procedure for reserved guest and chance guest is same except for slight variations. Check in methods for a visitor with a reservation will be as follows:
Receive the visitor with a look, and greet based on the time.
Check if he/she is possessing reservation
Get the visitor registration card and complete it up with all the necessary and required information on the visitor.
Fill up the key and the pleasant card
If the visitor is a foreigner, get the C form and fill it up.
Allot the accommodation
Fill the introduction register
Make information slips and send them to telephones, room service and housekeeping
Open guest folio
In case of VIP, CIP etc inform all the departments
Lastly notify the bellboys to transport the luggage and escort the guest to the area and wish a comfortable stay static in the hotel.
Typically pre authorized guests or guest with reservation just need to verify information collected by reservations realtors through the reservations process. They just need to validate information already joined onto a enrollment card and offer a valid signature in the appropriate place on the registration cards. Alternatively, chance guest or walk in visitor needs to fill up the pre-registration greeting card during check in.
Pre sign up also consists of room and rate task and creation of visitor folio aside from producing registration credit card.
The enrollment process can be split into six steps
Pre registration activity
Creating the registration record
Assigning the room and the rate
Establishing method of payment
Issuing the room key
Fulfilling the special requests
(b) A "chance" guest
In the truth when visitor is a chance guest the procedure of check in would almost be same except some conditions. Like as guest is an opportunity guest so you will see no earlier booking done for the visitor so in this case to begin with as process front workplace person should look for availability of rooms and there will be efforts to make room for her or him. Remaining process like fill up the main element and allotting the accommodation escorting till the area will be similar. There could be an instance that in case of a chance visitor a front office employee has to utilize his / her negotiation skill for the price tag on the room according to the level of need of the room by the visitor. This is the skill of the staff to materialized the opportunities then and there. So overall the difference in check in strategies for a visitor with a reservation and the opportunity guest is very little the thing is role of your front table person becomes very important because while negotiation and first interaction a materialization of an opportunity depends.
Q. 4. Explain the necessity of overbooking and its legal implications with regards to Turner Hotel.
The term overbooking can be involved with a predicament which shows arranging of the area have done too much than the genuine available room with the hotel. Generally hotel will this because of achieving 100% occupancies. Hotel catalogs over rooms than the available one with ancient information and trend which includes unexpected cancellation. It's the synonyms of over determination and oversold.
No show has been a major cause of matter for the hotels worldwide. It sums to major lack of earnings. However, no-shows and early on departures still cost hotels money. The booking guarantee through bank cards compensates hotels for one night's stay in the case of any no-show, however the hotel still must replace a revenue loss if that no-show guest possessed a multiple-night booking. (http://www. entrepreneur. com/tradejournals)
Because of this panorama of no-shows and early departures, the hotel turner must unavoidably engage in some level of overbooking to help ensure that those possibly unsold rooms are loaded. As we all know, however, hoteliers who overbook might have to walk guests after the hotel is full. (http://www. entrepreneur. com/tradejournals)
Overbooking is another important factor of the income management or produce management. Hotels overbook to redeem for customer cancellations and no-shows. For this reason, it is obligatory to forecast cancellations and no-shows. Insufficient overbooking ends in unsold inventory; on the other hand excessive overbooking leads to penalty cost which includes both financial remuneration given to bumped customers and the possible loss of future revenue credited to customer dissatisfaction. The perfect level of overbooking is where the expected cost of overbooking for the next unit to be sold is add up to the expected marginal revenue from that unit. (International encyclopedia of hospitality management by Abraham Pizam)
Most legal regulators agree that when overbooking leads to walking a guest, a breach of deal occurs. Under certain circumstances, it may constitute fraudulence or misrepresentation as well. Furthermore, certain overbooking practices are likely to fall under the ambit of express consumer security statutes prohibiting unfair and deceptive acts and practices. As the hotel industry makes an attempt to portray overbooking as an economic requirement and legitimizes the process by makes an attempt to provide friends with alternate accommodations, the hotels have failed to address the real result and implicit costs relationship with the practice. Largely because it is kept to the average person state authority's to regulate the industry. (http://legaldefinition. us)
As way as Turner Hotel is concerned from the view point of overbooking, it is a good idea not to go for overbooking because you will see breach of agreement between hotel and its own friends. But from the view point of business and making the most of revenue, it the only way to carry on little aggressively to attain 100% occupancy. This is because after advance reservation there is likelihood of cancellation of booking as well, even if payment has been manufactured in advance hotel corporation has to bear damage for the foregone opportunities in case of booking not done. So keeping in mind these thing and income maximization it could be done add up to the normal trend of cancellation. Hotel Turner must find an area for everyone that has a booking and turns up on time to save lots of themselves from any legal problems.
Q. 5 a) Explain the benefits to a hotel of acknowledging group bookings?
Group booking is merely acceptance of bulk business. In group bookings both parties-customers as well as hotel be benefitted. Customer acquired benefit of low rates of the rooms because of the bulk booking and on the other hand hotel gets large business at the same time so even at a less room cost per person hotel welcome this kind of offer to get instant business and achieves its 100% occupancies.
A group booking is good for a block of rooms in a hotel. The stop of rooms can be for a convention, a gathering, a particular event, a tour group (such as present circumstance of hotel turner), or various other reasons. An organization reservation is often as small as 5 rooms to thousand rooms depending on size of the hotel. Usually every hotel has different norms and guidelines for considering a booking as group reservation, which generally will depend on the amount of rooms booked.
By arranging rooms in large quantities, the group obtains less rate. Hotel is benefitted in this as they get business in large and their occupancy percentage increases giving them a competitive edge over their opponents. Group booking also makes the reservation process easy and straight forward for both; the guest as well as the front office affiliates. Usually whenever a group reservation is manufactured a code is made which is specific compared to that group and each booking should include this code. To ensure that reservations get coded to the correct group and this correct rates are offered, the person taking the booking should always inquire if the visitor is part of this particular group.
Bulk booking is effective to the hotel that is comparable to any other business business where group gets advantages of bulk business. It's the deal that gives instant cash but per mind cost becomes cheaper for the client and corporation both. But from corporation viewpoint it is the instant cash that attracts bulk business and so to the hotel organizations.
Other benefit of bulk booking is the fact you will see less likelihood of cancellation. In case there is individual business if there is cancellation of the arranging it is completely damage to the hotel organization because rooms are extremely highly perishable products. But likelihood of this type of loss anticipated to cancellation is very less because of concrete plan of the whole group. In group bookings even if one or two persons aren't coming there will be minimal impact to the business enterprise due to compact deal for the whole group-this may is based upon circumstance to case, but bulk booking definitely best for the hotel organization.
Q. 5 b) what factors if the turner Hotel Entry Office manager consider when deciding whether to accept the reservation question from Excelsior Trips?
Group income management is innovating quickly. Revenue managers typically set suggestions for size and rate aims based upon projected demand for higher - valued transient demand. These criterions should be regularly examined and revised in hotel Turner. Regardless of whether a group demand falls outside the preset variables of the hotel, managers should still measure the get. (http://tutor2u. net/economics/revision-notes/a2-micro-price-discrimination. html)
The basic target of earnings management is to maximize yields. Approval of group bookings will be a great contribution towards achieving the basic purpose of income management. So to begin with Front office Administrator of turner hotel should think about the objective of maximizing earnings of the hotel so remember this objective she or he should allow the offered group bookings.
While deciding whether to accept the reservation demand of 40 two times occupancy rooms for 3 times 4 times from Excelsior Trips, Hotel Turner should check out the room rate, which happens to be GBP 300 on one occupancy.
Among the major developments in Income Management technology is the incorporation of demand price- responsiveness for any property anytime period and for any market portion, including group.
Other than the group being considered, forward office supervisor must consider that this hotel might have only transient demand for these three times. Let's assume that even if the forecasted demand shows that hotel can pick up 145 transient rooms everyday at an average rate of GBP 320, which would supply the 95% occupancy. Considering these assumed factors we can plot a series that presents incremental contribution at any given price point. From this hypothetical analysis, you can see that there will be break in the action even ( no earnings no loss situation) with the group at a GBP 230 rate, and that one could generate an incremental contribution. This process says all about the factors of recognizing a group at a requested rate.
Some of the information is required to determine whether group reservation should be accepted or not? This information exists occupancy level of the hotel. These details would have very helpful in deciding the acceptance of the offer.
