Conversation between hotel manager and customer

 Conversation between hotel manager and customer

Manager : Good afternoon Sir ! Welcome to Hyatt Pune, how can I help you Sir ?

Customer : I visited this place when I attended the marriage anniversary of my friend. I loved your service. So, I want to book the hall for the birthday party of my friend.

Manager : Thank you for the appreciation Sir, kindly come to the booking office so that you can go through the necessary things.

Customer : Sure !

Manager : What date is the event ?

Customer : The event is on 8th May,2019 are the halls free ?

Manager : Yes Sir, we have 2 halls one is indoor and air conditioned, and another is outdoor with a beautiful swimming pool Besides. Which one would you choose ?

Customer : The outdoor hall. But I even want the Swimming pool to be decorated and cleaned.

Manager : Great choice sir ! and we will take care about the Swimming pool. Whom is the party for ? I mean is it a girl or a boy and his/her age so that we could do the appropriate decorations.

Customer : It's a girl and will turn 21 this birthday. The decoration shouldn't be totally a girly one, normal parties' decorations would be best.

Manager : These are some designs kindly just go through it. You can even modify the things you want.

Customer : You have a great collection ! I loved each and every decoration design, I'm confused now.

Manager : You can take your time Sir! All we want is our customers should be satisfied with the decorations, if you want I can even mail you the designs so that you could discuss it with your family mates or friends.

Customer : Sure ! Kindly do it.

Manager : Okay then, whenever you decide the design, share it with us and we'll inform you about the money required.

Customer : Great then !

Manager : Fill this form with all details so that we could contact you. And we are celebrating 25 years of Hyatt Pune, if your bill rises above Rs.25,000 you would be offered 25% off.

Customer : Nice to know that. I loved your service and will surely recommend it to my near amd dear ones.

Manager : Thank you for those beautiful words!

 

Hotel sales and marketing

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Sales and marketing go hand in hand – sales must be enabled by good marketing to be effective. By basic principle you shouldn’t market anything that sales can’t deliver, or you’ll risk negative customer feedback.

Click here to read our complete guide on hotel marketing.

There are so many avenues to market and sell your hotel through that, if you do it right, bookings should never be a problem. In the hotel industry, marketing depends on how you make travellers aware of your property and your sales tactics will be how you get them to book a stay at your property.

Your marketing should largely revolve around:

·         Spreading a brand message

·         Adopting a unique voice

·         Making contact with your key target markets

·         Being active on social media to build an audience

·         Having an email marketing strategy

·         Utilising a search engine optimisation strategy

·         Being mobile friendly

Things that can really help drive sales include:

·         Videos

·         Amazing visual advertisements

·         Well-crafted copy

·         Celebrated feedback

·         User-generated content (driven by great experiences)

·         Value-rich offers

·         Unique selling points

You have a lot of freedom with sales, and it can be exciting. Essentially you get to tell your potential guest how great your property is and how much fun they’ll have enjoying your hospitality. Selling your hotel rooms should be all about creating energy and building anticipation in the traveller – they need to believe not staying at your hotel would be a missed opportunity to help make their trip perfect.

Hotel sales ideas

It’s never a good move to put all your eggs in one basket in any situation. Selling your hotel is no exception. You need to have a lot of ideas so when something isn’t working you can shift your focus. 

Different selling methods will apply to different markets and demographics – you certainly would sell in the same way to a family as you would to a couple. The good news is that there are sales ideas to cover all bases. Take a look at this list to kick-start your thinking:

·         Let people take virtual tours of your hotel

·         Use fresh, interesting, content to answer travellers’ questions

·         Keep your website updated with local events

·         Have conversations with followers on social media

·         Link with local businesses to create lucrative partnerships

·         Let guests sell more you with reviews and user generated content

·         Go behind the scenes to humanise your brand

·         Connect with influencers

Trying something new is always worthwhile; if it doesn’t work you haven’t lost anything and it just might be what you need to provide a boost to your hotel sales.

Creative hotel sales ideas

There’s no right or wrong idea before you’ve seen the results. Getting creative means you have to experiment and take actions you haven’t taken before. Take a look at traditional methods and think about how you can step outside of the box. 

For instance, selling guests on the local area is very common and very logical. But what if you went further and gave guests even more reason to explore and enjoy their surroundings – just as Palomar San Diego did way back in 2012. Their initiative was a scavenger hunt competition that sent guests and locals on a city wide adventure via a social networking app called ‘Scavenger Hunt with Friends.’ The idea was to #livelikealocal. 

This could have been a complete failure but in reality it generated plenty of coverage for the hotel and added a fresh sense of fun for travellers, while effectively giving them a guided tour of the city.

There are plenty of ways you can subvert traditional sales offers, simply by taking what already exists and thinking one step beyond it or shifting the ingredients to create something travellers haven’t heard or seen before.

Hotel promotion ideas

Promotions are great because you can be very flexible and targeted with what you offer, and often they’ll grab the attention of travellers searching online. 

This is where it can actually be useful to steer into what guests might expect, such as promotions around seasons, themes, events, direct, bookings, or partnerships.

Seasonal promotions

Most destinations experience a low season, where tourism is not as active as other parts of the year. However, with the right deals your hotel doesn’t have to suffer through empty rooms and hallways. Try to incorporate discounts with eye-catching promotions like ‘Summer Getaways’ and ‘Winter Retreats’ and remind travellers how beautiful your destination is and how much they can see when there are less crowds.

Themed promotions

These will be attention-grabbing and very relevant for travellers looking into booking a stay in the area. For example you might offer promotions around honeymoons or anniversaries if you’re in a romantic locale, adventure deals if you’re out of the major cities, or ultimate relaxation experiences if you’re a coastal hotel. Appealing to different lifestyles or family setups is always a good idea.

Event-based promotions

It makes a lot of sense to capitalise on events and include them in your promotions. People will already be researching these events so if your hotel has a deal on in conjunction with them, awareness of your hotel should increase along with site traffic. These events might include music or art festivals, Easter or Christmas events, circuses, travelling markets, sporting events etc. With a booking you might offer discounted tickets, adapt the hotel experience to match the events, create special rates.

Direct booking promotions

Placing exclusive promotions within your booking engine on your website will give travellers an incentive to book direct instead of via an OTA. It will also help establish your hotel website as your most important distribution channel and help increase profit by eliminating OTA commission fees. The incentive might be a discount, or it might also be an added extra such as a bottle of wine, restaurant voucher, or amenity gift cards.

Partnership promotions

Combining with other businesses will reduce the cost of promotion and marketing, and give you wider coverage as long as your partner holds up their end of the bargain. It may also give you access to a new market and create ongoing business. Common partnerships include those with theme parks, restaurants, cinemas, museums, sporting arenas, adventure and tour guides. It’s one thing to create your promotions, but remember you need people to see them. Always advertise on your social media channels and ensure your search engine optimisation is strong

Mobile-only promotions

Year on year, nearly every statistic points to an upsurge of mobile usage on hotel, travel, and booking websites, with projected numbers even more prominent. As quick as online booking overtook more traditional and outdated methods, mobile is starting to usurp desktop. Implementing smart and effective mobile strategies will boost customer experience and keep your hotel competitive within an industry that never stops innovating. 

First things first, you’ll need a mobile-optimised website which will attract traffic and remain as user-friendly as a desktop browser. Secondly, your booking engine needs the capability to run promotions with restricted rates to mobile-only, while keeping a painless two-step booking process