question

Hotel chains with multiple brands are consolidating and relying more on regional and national sales offices Chains are assigning a single salesperson to represent all brands in their company to meeting planner Revenue managers and revenue departments are becoming common as hotels look to maximize revenue—property wide—from convention groups

answer

sales structure

question

Salesperson and general manager will solicit all market segments

answer

small properties

question

Hotels tend to specialize and assign sales staff to specific meeting market segments

answer

large properties

question

leads the sales effort by setting objectives and monitoring action plans

answer

director of sales and marketing

question

executes the marketing plan, coordinates and directs the efforts of the sales staff

answer

director of sales

question

solicits convention trade for the hotel

answer

convention sales manager

question

coordinates and services the conventions booked by the property

answer

convention service manager

question

develops group and charter business for the hotel

answer

tour and travel sales manager

question

coordinates all promotional materials and public relations

answer

advertising and public relations director

question

prospect, set appointments, and call on prospective clients

answer

sales staff

question

maintain records, provide support, assist in follow-up

answer

clerical support

question

provides a central information point that directs meeting planners to the property that will best meet their needs

answer

regional sales offices

question

represent the property as a "long arm"of the sales department

answer

independent representatives

question

Solicit business for any hotel in the chain One-stop shopping (similar meetings) Computer banks on clients and chain properties Intermediary between client and property

answer

regional sales offices

question

Used when in-house staff cannot cover all areas Services offered vary widely Represent more than one property (but rarely similar clients) Hired on a contract basis Must work within the scope of the property's marketing plan and familiarize themselves with the property

answer

Independent hotel representatives

question

Describe how recurring business actions should be handled Act as a reference that helps banquet and sales staff handle functions consistently Cover such things as function book control, booking policies, organizational chart, and reservation cut-off dates

answer

Standard Operating Procedures

question

Function book control and procedures Guestroom control book procedures Booking policies Rate guidelines for high and low demand periods Credit/deposit/cancellation policies Policies regarding VIP and complimentary rooms Meeting room rental fees and procedures Banquet and room reservation cut-off dates Convention service standards and procedures Organization chart and job description for sales department

answer

Areas covered by Standard Operating Procedures (SOPS)

question

Weekly staff meetings Weekly function meetings Weekly revenue management committee meetings Annual or semiannual sales meetings for all employees

answer

Types of Marketing and Sales Meetings

question

Meeting planners value personal relationships with hotel salespeople Choice of hotel is frequently based on relationships with convention sales personnel and with the convention service manager Technology (e-mail, voice mail, Internet, text messaging) has tended to depersonalize the sales process Salespeople should strive to develop lifelong relationships with clients Seek to "own the planners business"

answer

the importance of relationships

question

Elements of sales filing systems?

answer

mastercard, account file, tickler file

question

control books?

answer

function book, guest room control book

question

Tentative booking sheet Definite booking form Working file Change form Cancellation form Lost business form

answer

sales forms

question

Summarizes sales efforts Serves as prospect database Often color-coded Trailer cards hold information on divisions of large companies Details contact names, months in which group meets, size of group, where the group has met in the past, and key decision-makers

answer

Mastercard

question

Serves as the basic group business record Folder that includes all correspondence and related materials Started at initial contact Also color-coded with cross-reference to master card Information in the file includes tear sheets, past convention programs, and contracts

answer

Account file

question

Also known as a trace file, bring-up file, or follow-up file Helps ensure effective follow-up Filed by month/day in accordion-style files Entry in the pocket for the day or month you want to contact prospect Example: In the pocket for August 15, 2012, a note to call a local PTA leader about annual holiday banquet

answer

tickler file

question

A master control of all banquet space; each page or computer screen lists the property's meeting space and allows for recording of meeting activity by day A page for every day of the year All function rooms represented on each page Entries under function rooms include name of organization, type of function, attendees, rates, etc. Most hotels have computerized their function book One person should control and maintain the function book (manual version) Prevents double-booking

answer

Control books--- Function book

question

A master control of guestrooms available for sale to groups; each page or computer screen lists the booking activity and status of group guest room blocks Helps monitor guestroom allotments to groups Lists rooms available to groups Format consists of a monthly report sheet with space for group's name and guestroom commitment by day Both tentative and definite bookings are noted Computerized guestrooms control books allow salesperson access either in-house or from a remote location

answer

Control Books--- Guestroom Control Book

question

documents that the meeting planner has been given an option on the space and a hold has been placed on the room(s); used if a date has not been confirmed or if details have not been worked out

answer

tentative booking sheet

question

used after business has been confirmed

answer

definite booking form

question

established once a group "goes definite"; includes only information relevant to the even

answer

working file

question

documents changes in dates and/or room requirements

answer

change form

question

confirms cancellation

answer

cancellation form

question

Tedious tasks accomplished quickly and efficiently Instantaneous access to sales information Personalized mailings Risk of human error reduced Easier to reorganize client or guest data on the basis of zip code, desired time periods, areas of interest, etc. Faster preparation of mass mailings Enhanced communication among properties in large chains Frees salespeople from the office; laptops, e-mail, text messaging, and cellular phones allow salespeople to work on the road Facilitates yield and revenue management

answer

advantages of automated marketing and sales office

question

laptop computer, cellphone (blackberry), email

answer

technical components of the virtual office

question

a technique used to maximize hotel revenue/profits by basing prices for guestrooms and banquet space on supply and demand.

answer

yield management

question

the practice of assessing a group's overall contribution to hotel revenue/profits by measuring its impact on guestroom, meeting space, restaurant, and retain revenues, as well as its potential for future business.

answer

revenue management

Chapter 3 Competencies for Organizing for Convention Sales – Flashcards

Unlock all answers in this set

Haven't found what you were looking for?

Search for samples, answers to your questions and flashcards