Last week was incredibly fun and rewarding for myself and my Sales4Hire™ colleagues. We spent some time with a property (branded in the mid-scale, select service segment) that is getting it right when it comes to guest services. It was enjoyable and inspiring to be with them & hear their stories as they brought us up to speed on the sales challenges they face.
Yes, you read that right… they are getting it right when it comes to guest service and satisfaction, and yet their sales are suffering. It’s the classic case of high turnover & lack of consistency in the sales department. It is a systemic problem in our industry, that we’re committed to tackling head-on here at Sales4Hire™. I’ve witnessed far too often some of the best hotels challenged with this turnover conundrum. The hotel is in a great location, the product is where it needs to be, the guest services team is working their magic, but no dice when it comes to building a consistent sales pipeline, finding new business opportunities and converting those opportunities. It’s disheartening to witness, and I’ve been exposed to it for far too long. Therefore, I’m inspired to take action, and spending time with teams like I did last week fuels that fire even more.
Here’s a quick story they shared with me that should inspire your teams, as well. I’m keeping everything anonymous, as I didn’t get their permission to shout this to my entire audience, but it’s just a phenomenal example of excellent service.
A bride & groom, their family, wedding party and guests were staying at the hotel. The wedding was to be at a country club not far away. A huge snowstorm hit and the party could not be transported to the country club due to the dangerous conditions. The hotel acted quickly, and transformed their small meeting room and entire lobby into a wedding venue. The party was so grateful and happy they could still have the wedding… albeit not where they expected. Several months later, everyone came back to the hotel, as they tried wedding ceremony attempt #2 at their first venue choice. It’s quite possible had the hotel not gone above and beyond for the wedding party during their initial stay, that they would’ve chosen any number of hotels nearby for the second visit. Kudos to this team!
They are doing everything they can to ensure they create fanatic guests, but the repeat from those who happen to find them will not sustain. They still need proactive sales.
If you’re in the same situation, give us a look and see how we can help you put your amazing service and staff in the spotlight with consistent proactive sales!
Contact: amy.infante@planbconsultants.com 312-636-7384
