3. RULES OF THE ONLINE CLASS AND
NETIQUTTES
Please note that Netiquette is a social code that
underlines EXCELLENT and OUTSTANDING
online behavior to attend your online classes.
Since, the only way to interact with your batch
mates and faculties is through online medium, it
is especially important to do this effectively and
efficiently.
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4. All of you should follow the guidelines
mentioned below to leave your mark as a
knowledgeable, respectful and polite
student who is also positioned to
succeed professionally as the best
hotelier in the times to come. You have the
responsibility to keep your institution’s
standard high at all times.
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5. 1. Be Respectful – While attending online classes, it is important to
respect privacy of others, diversity of thought and opinion of all
students. With your respected faculties, it is imperative for you to
communicate respectfully and in correct professional language
2. Be Professional – Students, represent yourself in proper well
groomed manner at all times. Do not use slang and emoticons and
any other casual way of expressing while in your online classes.
3. Be Punctual – Attend your classes as per schedule and avoid
being late. Submit your assignment in time and as per the
designated schedule.
4. Be Considerate - Always be considerate of others’ opinions even
when they differ from your own. When you disagree with someone,
you should express your differing opinion in a respectful, non-critical
way.
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6. 5. Ask Questions - If you have questions, please ask them towards
the end of the class. Please listen to the instruction of your faculty
very carefully in this regard. If you are nervous to ask your question
in the class, then you can always contact your professor one-on-
one.
6. Follow chat box etiquette – Keep your chat appropriate and
relevant at all times. Please do not make any negative comments on
chats and on whatsapp messaging service. Do not type whatever
random thought comes to your mind, which can get awkward at
times.
7. Regarding Camera and Microphone - Enter the online session
by leaving your camera open and keeping your microphone off.
During classes, use these two functionalities as per the instructions
of your teacher.
Remember, nothing is more important than the subject being
taught in your class.
Make NOTES of the important points being discussed in the class.
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8. BEFORE WE BEGIN OUR JOURNEY TO
UNDERSTAND MARKETING….
LET US UNDERSTAND CERTAIN
LERANER TRAITS THAT WILL HELP
YOU IN FUTURE….
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9. PUNCTUAL (REACH BEFORE TIME)
OBEDIENT
DISCIPLINED
AGREEABLE
THEORETICAL VS PRACTICAL (BALANCED APPROACH)
CREATIVE
CALM AND QUITE (HAPPY AND RELAXED)
FRIENDLY AND SOCIAL
SINCERE AND HARDWORKING
EAGER TO LEARN
PASSION FOR PERFECTION
POSITIVE LEARNER TRAITS to
LEARN AND MASTER
10. LATE COMERS
DISOBEDIENT
INDISCIPLINE
SLOW LEARNERS
DEPENDENT
ARGUEMENTATIVE
SHORT TEMPERED
INTROVERT
IRRESPONSIBLE AND CARELESS
UNINTERESTED
NEGATIVE LEARNER TRAITS to
AVOID AND UNLEARN
11. Now, lets discuss the syllabus of sales and marketing for
this semester.
The syllabus lays down focus on the basics of sales and
marketing
Marketing and its relationship with the hospitality industry
Fundamentals of Marketing,
Developing a Marketing plan,
Core Concepts in Marketing, AND
Marketing endeavors to enhance sales in Restaurant and
Banqueting areas is what we will emphasize more in this
semester.
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12. Units
I - INTRODUCTION TO HOSPITALITY SALES
AND MARKETING
II - THE MARKETING PLAN
III - THE SALES OFFICER
IV - PERSONNEL SALES
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13. Units
V - TELEPHONE SALES
VI - INTERNAL MARKETING AND SALES
VII - RESTAURANT AND LOUNGE SALES
VIII - BANQUET AND MEETING ROOM SALES
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15. INTRODUCTION TO HOSPITALITY SALES
AND MARKETING
Today’s Hospitality Trends including:
Globalization, Consolidation, Product Segmentation,
Distribution Methods, Computers, Media Planning, Guest
Preferences, Relationship Marketing
Marketing and Sales – Marketing vs. Sales; The
Marketing mix
Management’ Role in Marketing and Sales – The
General Manager, The Director of Marketing, The
Director of Sales
Importance of Sales – Sales as a Career; The Challenge
of Hospitality Sales
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17. THE MARKETING PLAN
The Marketing Team
Steps of Marketing Plan:
Conducting a Marketing Performance, Audit
Select Target Market
Positioning the Property
Determining Marketing Objectives
Developing and Implementing Action Plans
Monitoring and Evaluating the Marketing Plan
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21. PERSONNEL SALES
Qualifying Prospects and Personality Traits
Preparing for the Presentation Sales Call
Pre-Presentation, Planning of the Call, Sales Kit and
Projecting a Professional Image
Improving Sales Productivity
Time Management in Sales
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25. INTERNAL MARKETING AND SALES
What is Internal Marketing & Employee Empowerment
What are Internal Sales? The role of the General
Manager in Internal Sales and The role of the employees
in Internal Sales
Internal Merchandising Guest Contact Areas, Back of
the House Areas
Special Services and In house Promotion Special
Services, In house Promotion
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26. RESTAURANT AND LOUNGE SALES
Position Restaurants and Lounges Positioning
Research
Merchandising Food & Beverages Creating Menus that
sell and Other F & B Merchandising Methods
Promoting Restaurants and Lounge Types of
Promotions, Planning Effective Promotions
Building Repeat Business Importance of Employees and
Guest Follow up
Other Food Service , Limited Service Operation Room
Service and Limited Service Operation
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27. BANQUET AND MEETING ROOM SALES
The Catering Department & Catering Department
Personnel
The Marketing Plan
Catering Sales Developing Leads, Selling to Clients,
Planning the Function, Management Function, Following
up the Accounts
Other Food & Beverage Sales
Creative Refreshment Breaks, Hospitality Suites,
Receptions, Special Function and Off Premises Catering
Meeting Room Sales
Type of Meeting Rooms, Meeting Room Set up, Meeting
Room, Booking Meeting Rooms, Managing Meetings
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30. SOME OF THE QUESTIONS THAT YOU
WILL NEED ANSWERS FOR IN UNIT I:
Mention 7 fundamentals of marketing with examples.
Define Sales.
Define Marketing.
Differentiate between Sales and Marketing.
Explain the five marketing management philosophies
with examples.
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31. What is marketing mix? Explain the 7 P’s of service marketing mix.
What are the challenges to Hospitality Marketing and sales?
Explain with reference to four characteristics of a service
product.
What are the roles and responsibilities of Director Sales and
Director Marketing?
What is service? Explain the 3P’s of service marketing mix.
What is market segmentation? Explain the 4 different ways in
which we segment the market.
What are the roles and responsibilities of Director of Sales and
Director of Marketing? Mention at least ten roles.
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