HOTELS

I will do my best to make this the last reference to any negativity.

Yesterday our team had a meeting. We discussed how our hotels were performing and the challenges that lie ahead. Without a doubt, most industries are being affected by this downturn in the economy.

It seems that at a certain point, the media will tire of reporting on this and the attention of consumers will be redirected elsewhere. The restaurant by our office continues to have lines out the door, thousands of people will still hit the roads and the skies to travel for Thanksgiving, and clients will continue to have hotel needs.

At our meeting, my boss was very direct in her approach, delivered a message and showed three incredible characteristics:

1...Read More

Comments (1)

I just returned from a sales training class in Denver with a terrific group of students with varied amounts of experience. What I enjoyed the most was the ability for the veterans and non-veterans to share their selling experiences with each other. Because "Egos Were Checked At The Door," everyone was able to benefit by exchanging thoughts.

"If you and I both have apples, and we exchange them, we are both each left with a single apple.  If you and I both have an idea, and we exchange them, we both leave with two ideas."



We took this idea to a further level and then discussed ways to overcome customer objections. Using the "share an idea" philosophy, the group talked about in...Read More

Comments (6)

This week I am co-facilitating a sales training class in Denver, Colorado. One of the first questions that came up from our group pertained to "selling during a down economy." Our answer was quite simple: Things will get better. Use this time to sharpen your selling skills above the competition and when this slump is over, you will be competitively superior.

I worked for Hyatt Hotels back in the late 80's for 10 years and I distinctly remember Darryl Hartley-Leonard, the president of Hyatt at the time, becoming famous in the hospitality media for his quote that referred to the depressed business times in 1992: "Survive Till '95." Selfishly, I thought it would be fun to be quoted in industry publications (in addition to HOTELS magazine, of course) also.  With the help of a colleague and friend (Heather Allison, a t...Read More

Comments (4)

I recently communicated with a terrific colleague of mine, Parley, from one of our properties and asked him about recent challenges. He mentioned that phone solicitation in this current economic situation is becoming increasingly more difficult "when everybody we call is being bombarded with phone calls."

How do you feel when you get a solicitation call in the evening that interrupts your family dinner? You probably feel even more annoyed when it is a sales person soliciting something you have no interest in. Now, how do you react when you get an unsolicited e-mail promoting a product or service? As a consumer, you have more control over e-mail messages or even junk mail. You can easily hit the delete button or pitch the paper into a recycle bin. A phone ringing in the middle of dinner is a bit more intrusive, although you always have the option...Read More

Comments (4)

"It would be my pleasure, at your earliest convenience, to learn further of your future requirements that might be needed in your upcoming conference so that we may be able to deliver a unique, satisfying experience for you and your attendees."

OR

I would love the chance to learn more about your needs.

"Let thy speech be short, comprehending much in few words."

Author: Bible, Ecclesiasticus

Enjoy your day!

Comments (2)

If you are like me, we are all getting tired and additionally depressed by the news regarding the economy.  I try not to look at the newspapers anymore as I can't bear to read more negative press about anything.

Yesterday I had the opportunity to talk with a prospective sales manager candidate and we casually started the conversation by chatting about business. His first statement to me was, "The phones aren't ringing." No offense, but this isn't the best message to send when trying to make a positive impression on a sales recruiter.

"The phones aren't ringing?"

What are you going to do about it? Will you complain about it to your colleagues and submit to defeat or will you do something about it? Leaders are made during environments like these!

Take this time now...Read More

Comments (1)

When negotiating, he who speaks first loses. This was taught to me at a very young age and I've been able to use it in many situations to win. Try it...

A future groom calls your hotel looking for a block of rooms for their wedding party. After you identify their needs and prove why your hotel would be the best choice for their guests, you enthusiastically offer a rate of US$189 while mentioning that it is discounted from the regular rate of US$209 for the weekend. His bride-to-be had already called several nearby hotels and had identified the maximum amount (US$150) that their guests would spend on a hotel. He really liked what the hotel has to offer and feels that you, as his salesperson, understand his requirements.   

You kn...Read More

Comments (2)

This past weekend my family and I had a chance to visit my relatives in Pittsburgh and attend Fort Ligonier Days in a small historic town about one hour from the city. The premise is to commemorate the 1758 battle between British and French forces during the French and Indian War, while promoting local craftsman and culinary delights (Gobs, Pierogies, and Funnel Cakes).

When we toured the fort, there were many actors and historians representing both sides of the war. We had a chance to speak to many of them and I was most intrigued by this group of people that volunteered their time to sleep in tents, cook over wood fires and tend to duties as though they were in the army.

I stumbled upon the cabin of the general to find another h...Read More

Comments (1)

What are your plans for this weekend? Will you spend three hours watching a sporting event? My suggestion would be to dedicate an hour to work on your career.

Update your profile on LinkedIn. Dig up your resume from your old floppy disk and update it on your PC. I just learned that two of my very good friends (one that I hired into this "Internet Start Up" company) were let go due to the economic environment and instability within their organization. This serves as a gentle reminder that it would be good for all of us to keep our information updated.

Last week I presented to a group of hospitality students at Penn State and my message was clear regarding their resume. I thought that I would share the message that I gave to them in hopes that others can benefit from the s...Read More

Comments (2)

The competition for hotel jobs has become more fierce. Each day I get a call from someone in the financial business or mortgage industry who is looking to transfer their skills to the hotel world. When I get to the question pertaining to their salary expectations, the conversation usually ends abruptly. Our business is not difficult to learn, but it is an easier transition with someone that has general knowledge of hotels and service, even for college hospitality students who have been exposed to the terms and theories.



A few weeks ago I received a call from someone who was a sales person for luxury aircraft. His base salary was US$250,000 and his bonus was equal to his base. He thought selling to a luxury customer for an aircraft...Read More

Comments (2)

Last week approximately 40 hospitality alumni returned back to the classrooms at Penn State to teach every hospitality class for an entire two days. It was an unprecedented display of support for the School of Hospitality Management and a chance for alumni to remember their college days. 

As instructors we were asked to discuss topics relevant to their course work with specific examples from how our current companies applied certain principles and issues.  Many students had a hard time listening to many of us discuss "mission statements" and "the economy" but as soon as the conversation turned toward things they could be doing differently as students, everyone's attention became focused. My...Read More

Comments (7)

Last week I attended the National Black MBA Association Conference here in Washington, D.C. The show was filled with anxious MBA students looking for direct placement opportunities or even summer internships. I was very impressed by the quality of students and their professionalism. What disappointed me was the maturity displayed by some of the companies actually exhibiting. This prompted a thought to offer some suggestions for proper trade show etiquette (just as a reminder for many of us).  


-Please don't eat or drink at the booth and reserve gum chewing for the baseball fields. 
 
-Even if the show is slow, please d...Read More

Comments (2)