How a Hotel Sales Manager Does a Proper Site Inspection

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One of the goals of a hotel sales manager is to get clients to come for site inspections and tour the hotel with you. Once you get the commitment, get ready to do some work. When I get a commitment to come for a tour – with a date and time, the first thing I do is make a list of questions and decide on what I want to get out of the appointment.

From there I Google their organization and surf through their pages to get an idea who they are. This knowledge is also good to get for when they do come so you have something to talk about that is in their interest. What are they coming for? Some will come to tour before they sign a booking agreement. Others for future business.

When I get an inquiry, lets just say for a wedding block, I always invite them out and I make time for them. Most hotel sales people won't just ask them to come and meet with them. They would rather quote a rate, hang up, then shoot out an email. This is not "WOWING" the caller.

When you are sincere and welcome them to your "home" you will have a much better chance to book them. Always invite them to take a site inspection of your hotel. Not to mention that your General Manager will keep seeing you on tours. This looks good for you.

From there I route a Site Inspection Form noting their information and how much I feel the client is worth. The day before I always call to confirm the appointment. I do not email them, I call. This shows that yes, I do have time for you. I think the clients like it better.

On inspection day, I will then choose the rooms that I want to show. To be sure I don't have any surprises, I walk the route that I am going to take with them to pick up any trash or to get something done before they arrive. And I take the time to inspect my rooms. If I don't like them, I pick more and keep checking until I find what I am looking for.

On a good day it may only take me 15 minutes to find a good room, and I always find something that I don't like that must be taken care of. On a bad day I have taken over an hour to find the perfect room and the perfect walk through path. Based on occupancy the night before, I don't always get the best pickings of the rooms.

I recommend getting show rooms if possible. A show room should look perfect. As perfect as the room looked when it first opened. It should smell good too. I must say that if I'm not happy with the show rooms that my Management Team picks out, I always bring it up at the next Staff Meeting.

We put the show rooms in …

Changing Face of the New Hotel General Manager

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In the olden days, the General Manager was the friendliest face you saw when checking into a hotel. The host supreme, he was entrusted with the task of interfacing with the guests and making them feel at home. He accommodated your wishes, catered to your demands, and made troubles vanish into thin air. A competent General Manager was worth his weight in gold, and made all the difference between a good and great stay at a hotel!

Today, however, the genial General Manager is fast transforming into a power tool that takes care of various responsibilities, sometimes simultaneously. Gone are the days when he would stand in defense in the hotel lobby. This Jack-of-all-trades now has his fingers deeply and firmly embedded in not one but many pies and is adept at juggling his many roles with a quiet exterior and charming panache.

So what exactly does the new age General Manager do?

The short answer to that is 'Almost everything!'

It's true. From tasting food and ensuring top-notch room service to assuming a leadership role and guiding the team towards the company goal, the General Manager's responsibilities are varied in nature and not restricted to any one division of the hotel.

Here's a more detailed description of what is expected of a General Manager. In addition to overseeing day-to-day options, he's in charge of …

  1. Building a vibrant organization
  2. Creating a distinctive work environment
  3. Establishing determines and setting the goals of the company
  4. Spearheading innovative and strategic thinking
  5. Managing human resources and mapping their productivity
  6. Driving the team towards success by setting a personal example
  7. Maintaining the highest standards across all operations

There's no denying that a General Manager has a lot on his plate. Each responsibility has to be executed with perfection and mistakes are not tolerated kindly in the hospitality industry. Accustomed to fighting fires every day, the General Manager goes around troubleshooting a wide range of problems without batting an eyelid. Safe to say, this job is not everyone's cup of tea.

What characteristics are desirable in a General Manager?

The General Manager is one of the most respectable, demanding, and exacting positions in the industry. Not everybody can do justice to this role. It takes a person with great ingenuity to step into those shoes. Here are some of the traits you should look for in a prospective General Manager.

The Ability to Multi-task

This one makes it to the top of my list for obvious reasons. The typical workday of a General Manager is extremely complex since they are required to oversee so many things and. With equal alertness and perspicacity, they have to supervise guest relations, housekeeping, front desk, finances, F&B set up, compliance, employee evaluation, and any events that may be happening in the hotel. Unless he has excellent time management skills and organizational talents, a General Manager will never be able to rise up to the occasion and keep things together.

Professional Troubleshooting

Most people who land up at a hotel …