What a hotel General Manager should look for in managing his/her sales operation more effectively. What should he/she expect from the sales team.

1. Managing the Hotel Sales Operation:What You Should Expect from Your Sales Team David L Jones, Ph.D. Associate Professor Hong Kong Polytechnic University 1

2. What is Selling?

3. Responsibilities for Managing the Sales Operation Revenue Generation Business Development / Account Management Customer Satisfaction Sales Team Development Administration

4. How Do You Get More Business in a Competitive Environment? Right Account Right Person Right Need Right Questions 4

5. Right Account It’s About Priorities: Account Grid 5

6. Account Grid 100% Propensity/Inclination to Use You 100% 0% Potential Room Nights/Revenue

7. Account Grid Rating 100% Good Top Propensity/Inclination to Use You Target Marginal 100% 0% Potential Room Nights/Revenue

8. Account Grid Rating 100% Good Top Propensity/Inclination to Use You Target Marginal 100% 0% Potential Room Nights/Revenue

9. Right Person Knowing the Decision Process 9

11. Price Sensitive

12. Responding to RFPs

13. Strategic Partners

14. Long-Term Relationships

16. Recommender Gatekeepers Screen Out, As Well As Recommend Specifications are the Important Issue Not the One Who Can Give the Final “Yes”

17. Recommender: Job Titles Administrative/Executive Assistant Purchasing Manager/Director Corporate Business Travelers and Meeting Attendees Third Party Organizer – Travel Agent, PCO What is important to them is that the proposal meets the specifications for the meeting or corporate rate negotiation

18. Final Decision Approver Gives Final OK to Sign Contract Delegates the Specifications Releases the Control of the Dollars Can Say “Yes”, Even if Others Say “No” Insulated by Recommenders

19. Final Decision Approver: Job Titles Managing Director Vice President of Sales/Group Director of Sales (Sales Meetings) Vice President of Human Resources /Group Director of Human Resources (Training Meeting) Chief Financial Officer (Volume Corporate Business Contracts)

20. What Does the Final Decision Approver Want? What the meeting or corporate rate contract is intended to accomplish and the resulting RETURN ON INVESTMENT

22. Coaches Must be Developed Inside the Organization Outside the Organization

23. Coaches Credibility (Guanxi) with the Other Persons in the Decision Process You have Credibility (Guanxi) with Them Willing to Support Only Your Proposal Helps You to Sell the Final Approver They support your proposal as the best solution to their needs and are willing to help you get the business booked

25. Right Needs Knowing the Final Decision Approver’s Needs

27. Specifications for the Corporate Rate Contract or the Meeting

28. Business Results

30. Purpose of the Meeting or Corporate Rate Contract Negotiations

31. Their ObjectivesIncrease Profits/Revenues/Sales Reducing Costs/Expenses Improving Productivity

33. Company Employees

34. Customers

35. Vendors

38. How Will the Decision Process Be Made?

39. Right Need

40. What Do You Want to Accomplish from this Meeting?

41. What is the Goal or Objective of Your Company’s Corporate Rate Negotiation?26

42. How Can a You Stimulate the Selling Process?

44. Create Dialog with Final Decision Approvers

45. Making Joint Calls with Your Team

46. Acting As The Account Grid Master

47. Integrating Front Office & Sales

49. Linkedin Discussion Group

50. Using Linkedin for Dialog 31

51. Look Who is On Facebook

52. No, Look Who is On Facebook - My Mom!

53. Marketing

54. Starwood CEO Blog

56. Which Social Media Option? 37

57. The Possession of Facts is Knowledge, the Use of Them is Wisdom Thomas Jefferson

58. To Be Fond Of Learning Is Near To Wisdom Confucius

59. Thank You 40