BSBADM506B Manage Business Document
Content
BSBADM506B – MANAGING BUSINESS DOCUMENT
DESIGN AND DEVELOPMENT
Fairview Hotel & Restaurants
ACCESSMENT PART A
Prepared By:
Mihir Mehta
STUDENT ID: TEDI2596
Table of Contents
1. Business Overview.........................................................................................
2. Products/Services...........................................................................................
3. Market Analysis...............................................................................................
4. Creating Documentation Standards............................................................
5. Developed documents and templates.........................................................
6. Manual and Online Booking System and staff training:........................
7. Summary of the opening new business and future improvement:.....
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BSBADM506B – MANAGING BUSINESS DOCUMENT
DESIGN AND DEVELOPMENT
1. Business Overview
A Fairview hotel is your home or office away from home, complete with
separate living, dining and sleeping areas, separate work stations and
fully equipped kitchens and laundry facilities.
These features, unique to serviced apartments, allow you to cook your
own meals, do your own laundry, and relax with plenty of space.
Our regular housekeeping, valet laundry and dry cleaning services,
baby sitting booking service and selected local restaurant chargeback
arrangements are options our guests find invaluable.
Fairview hotel attracts guests who stay for days, weeks or months at a
time. The combination of flexible accommodation and services make
our guests feel like they never left home.
2. Products/Services
The FAIRVIEW APARTMENTS are fully furnished & serviced. They are set
in 5-acres of beautiful gardens. All apartments have a high speed wired
internet connection, an electronic safe and a modern telephone system
providing Direct Dialling, Voice Mail, Wake-up calls etc. Also included is
Satellite TV providing CNN, sports and movie channels etc. The Hotel
also has laundry facilities and ample water storage tanks plus a borehole
and two 300 KVA standby Generators. There is ample and covered car
park facilities and outstanding security (Please ask for more details).
Tenants can safely walk around and enjoy the gardens, choose from the
Hotel’s four restaurants and room service, utilize the swimming pool, gym,
business centre and the 24 hour reception. The entire five acre property
has a Wi-Fi network. Besides;
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BSBADM506B – MANAGING BUSINESS DOCUMENT
DESIGN AND DEVELOPMENT
Business Centre
The Fairview Business Centre, remodelled recently, offers an outstanding
environment for conferencing guests as well as for those guests without
laptops. The PCs all have the latest Operating Systems and enjoy close to 10
MB of bandwidth! For those without wifi cards, you can plug your laptop into
our ethernet point at the Business Centre (at no charge!). Our photocopying
machine and printer can handle serious volume.
First Class Lounge
First Class Lounge
Guests in our First Class rooms enjoy complimentary access to the lounge.
The lounge is located above the breakfast area and is open between 6:30 a.m
and 11:00 p.m. In the Lounge one can enjoy complimentary access to 2 PCs,
a range of newspapers and magazines, cappucinos and fresh fruit all day long
and various other benefits!
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DESIGN AND DEVELOPMENT
Internet in the Rooms
Internet access in the rooms
We have 2 options for guests requiring internet access in the rooms. The first
is wireless access (Wi-Fi). 97% of our rooms enjoy Wi-Fi access so please
check with Reception to determine whether wi-fi is available in your room
(Ofcourse, all public areas also have wifi coverage). The second option is a
wired ethernet connection – however, only our First Class rooms have this
option.
Swimming Pool
Swimming pool
Another fairly recent addition to The Fairview is the beautiful swimming pool.
Situated near the gym, the pool is for residents only and is open from 7.00 am
to 6.30pm daily.
Gym
Gym
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DESIGN AND DEVELOPMENT
The Bridge to Fitness, surrounded by lush vegetation with plenty of natural
light and fresh air, contains the latest equipment by LifeFitness, Techno Gym
and Cybex: 2 treadmills, a recumbent exercise bike, a cross trainer, a Concept
2 rowing machine, free weights, leg press calf extention, a Multi-Gym and a
few other of the basics. The gym is only open to hotel and Apartment
residents.
Fairview hotel provides
restaurants as below:
different
dining
experience
with
many
The Mukutan Garden Café is without a
doubt the best place in Upper Hill (perhaps all of Nairobi) for top-notch coffees
and light/quick meals such as gourmet sandwiches, pizzas, Quesadillas and
Nairobi’s best Sushi. The Café overlooks the most beautiful water feature in
East Africa. The cocktails are often very popular after a long day at
work! Mukutan: Swahili for meeting place
This restaurant, adjoining the Swimming
Pool, offers a full range of international cuisine in a casual environment. Its
bar is a favourite with residents in the evening. Enjoy a 21 day aged steak,
char-grilled in our Josper grill by the swimming pool.
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BSBADM506B – MANAGING BUSINESS DOCUMENT
DESIGN AND DEVELOPMENT
3. Market Analysis
Today, the hospitality industry is booming worldwide and many people will be
coming from different country to travel, having holidays and business
prospects. The Fairview hotel and apartments located locally at the moment
but their target will be become nationally in the next five years. There are
completions with other competitors to provide similar products and services to
the clients as other companies provide, it has been challenging in this industry
to establish new business. But, having marketing and product/service survey
from different businesses, people and clients to obtain information like what
kind of services, product, satisfaction, improvement, entertainment and their
desire to fulfil and giving them importance with our service. On the other hand,
we also offer them competitive price rather than other hotels and restaurant
may not be offered for their food and accommodations, we will supply and
taking care of their all kinds of needs.
4. Creating Documentation Standards
There will be six different types of documents standards taking in to
consideration that as of menu of food, brochures, invoice, feedback form,
licence of selling alcohol, business registry.
Food menu and brochures will be creating with using adobe photo
shop programme in the computer that we can use our apartment’s
room photo with description and features, then we will give them to
printed out in bulk quantity to stored and distribute for our marketing
and advertisement to send this information to the civilians and local
business as we can introduce as a new business in the market.
Licence of selling alcohol and business of registry will be obtained via
local government authority and it will be stored in owner’s office or at
the reception of the Hotel.
Invoices and feedback form will be generate via computer programme
and stored in the central computer system.
5. Developed documents and templates
First of all, I would like to introduce with our future (Example) food menu and
brochures that created in adobe photo shop software with all information
regarding food, apartments and other facilities to provide in our hotel. As
mention below:
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This is the brochure for apartment with mentioned providing room
facility as below (future example):
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This is the food menu for our best restaurants in the hotel & apartments as
below (future example):
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These documents provide example of business registration certificate and
Licence for selling alcohol as below (future example):
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These are the tax invoice and feedback form that can be created by computer
system as below (example only):
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6. Manual and Online Booking System and staff
training:
Nowadays, all the hotels and restaurants are having their own online
computer system for booking room or table for lunch and dinner. That’s mean
that people can stay home and with assistance of internet, they can approach
to the particular business website and there is a function that they can put
their request for their needs. This is called automation system. It has all facility
like booking time, customer name, advance payment method and notification
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for their booking request. Here I mention under process our automation
systems features as below:
As you can see above, this is the model of the webpage, also there is in a
centre with pointing arrow to redirect with online request system.
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DESIGN AND DEVELOPMENT
As you can see above, this is a online booking webpage that the customer put
their request for room booking, checking all room availability, services, price
and making payment with credit card. As we mention below:
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Here you need to put customer’s details like name, contact details, addresses,
email, and other requirements. As below
This can be same computer system as on the reception at the hotel. So they
are using same online system for all access. After completed all the details
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and payment can be made then the confirmation page will be appear and
system will send an email to the customer for their booking.
Staff training for customer service
Greet the Customer Use a friendly, warm, professional greeting each
and every time!
Demonstrate to the guest a sense of urgency and professionalism.
Discover What the Customer Wants
Make sure that you have the product available that the guest wants.
Utilize the features before price selling strategy. Negotiate when
necessary. Refer when necessary.
Deliver What The Customer Wants
Provide each guest with information that will assist the guest in getting
the most out of their stay. Offer restaurant, and activity suggestions.
Make sure that you are efficient and knowledgeable.
Wow The Customer by Going The Extra Mile
Look for ways to exceed each and every guest’s expectations.
Conclude your guest contact with a genuine and heartfelt “Thank You
For Choosing Us”
Win The Customer Over By Delivering Exceptional Service
If you follow all of these steps completely you will win the guest’s
loyalty and future business.
7. Summary of the opening new business and future
improvement:
As we mention above all the details of the opening new business and
necessary documents to start and marketing our business to the local people
and businesses as well as relevant computer system that makes business
process more reliable, quick, and hassle free.
1. Before, we need to open business; we have to start to give
advertisement in radio, newspapers and delivering via local brochures
distributors.
2. As soon as hotel and restaurant nearly built; we require relevant staff
for hotel and restaurant, like manager, marketing person, supervisor,
chefs, housekeepers, waiters, and recreationalist.
3. Once employed necessary staff to provide them training and company
policy to deal with clients and customers.
4. Train your front desk staff in upwelling. If a customer has booked a
basic room at a reduced rate, offer him the option to upgrade to a
better room at check-in time for a slightly higher rate. Prompt staff to
always make this attempt and empower them to offer certain extra
amenities or a better tier of rooms to encourage customers to spend
more. They must also know how to respond graciously when
customers decline up selling offers.
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5. Improvement policy will be effective to increase our business for future
prospective as mention below:
6. Form partnerships with other local businesses that allow you to offer
added value to guests. People often look for the option that gives the
most return for the least investment. If travellers are going to stay in a
destination and plan to visit popular sites while they are there, you can
draw them to your property by bundling the cost of accommodations
with the cost of entertainment at a reduced rate. Creating different
partnerships for travellers with different interests is an effective way to
ensure the entire tourism market is covered. For example, one
package can offer reduced admission to local art museums with a twonight stay while another couples accommodations with ski passes. You
can advertise these on your hotel's website as well as those of your
partners.
7. Sign contracts with travel agencies, online travel sellers and local
tourism boards to get your hotel's name out there and visible in the
larger travel community -- going it alone as far as marketing and sales
can be difficult. You can improve your reach exponentially with in some
cases a single marketing contract. The marketing partners you choose
should be able to deliver the audience you want to reach at the price
point that makes sense for you. By attaching the property to an existing
advertising network, you effectively skip over the time and expense
involved with creating your own network.
8. Increase the room allotment you provide to agencies and online sellers
so booking issues are reduced and guests can find the rooms they
want, when they want them. Travel agents and sellers are granted a
certain amount of rooms based on season and the ability to sell them.
In some cases issues with open rooms or conflicting dates can cause
agents to move guests toward another property. Over time these issues
can cause agents to avoid booking your property altogether in favour of
options that have less problems with allotment. When signing contracts
with your partner agencies ask if allotment is a concern and determine
what can be done to rectify the situation.
9. Sign up with an online discounter to increase sales at reduced rates.
Depending on the discounter you choose, the hotel can remain
anonymous as a discount property while bids are placed and rooms
are filled. You will be able to set your lowest acceptable rates before
any sales are made -- but you may be welcoming guests at a far lower
price point than your rack rates dictate. In the end it comes down to
what is more desirable -- discounted sales, or no sales at all.
10. As occupancy increases, so should your rates. Find the right balance
between promotional and group rates, both of which are traditionally
lower than full room rates, and premium rates for the limited number of
rooms remaining. Consider a graduated scale in which a certain
percentage of rooms are offered at low group rates, others reserved for
mid-range family or individual customers and a final, smaller
percentage reserved to offer at high rates to last-minute arrivals or
business travellers.
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PART B
Here I mention our typical staff and management structure ass below:
Here are some strategic ways through which hotels can increase their
sales and profit margin to improve our style guide for future
establishment as below:
Smart and Systematic Approaches
Hotels need to adopt intelligent and organized approaches when it comes to
increasing sales. This means using the resources they have or acquiring new
resources to get the best outcomes.
Use of an Intelligent Marketing Team: Every individual working in a
hotel has specific tasks to perform. These individuals are trained for their
jobs. Delegating work that is outside their sphere of expertise decreases
efficiency and is a waste of time and resources. This is why hotels too
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should make use of call centres to answer calls. Typically, hotel call
centres are responsible for handling reservations and providing answers to
queries. However, professional call centre staff is provided with intensive
sales training. This puts them in a better position to reach customers and
up-sell. Besides, using our restaurant menu and brochures can be
delivered via local catalogue distributor to the people and businesses.
Having Regular Meetings with Sales Staff: While it is easy to have
meetings with hotel staff on a daily basis, the same does not hold true for
sales staff. The reason is simple. Hotel sales staff does not work from the
hotel. Instead they are spread across the country. Hence, having meetings
with them like you do with normal hotel employees is difficult. These
meetings are still important though because they give the sales associates
road map to follow. The only way to have meetings though is through
organizing conference calls on a weekly basis. Ensure that the agenda for
these ‘meetings’ reaches the staff a couple of days in advance so that they
know what to expect. These conference calls will allow you to look for
ways to improve sales and close sales from generated leads. The
meetings should establish a better understanding of the current market
and address existing situations and how to increase sales under prevailing
circumstances.
High Quality Customer Service: When guests stay in hotels, they
interact with front desk staff, housekeeping and kitchen staff. The type and
quality of interaction they have with these various departments has a
profound effect on guests. Accordingly, they form an opinion of the hotel. It
therefore makes sense to train staff members in customer service.
Encourage your staff to create the wow-factor with every interaction they
have with guests.
Forecast Realistically: It is important for hotel management to make
forecasts as it helps them to ascertain their staffing needs. While hotels
should give themselves competitive goals, forecasting should be realistic.
This will prevent hotels from splurging and causing unnecessary waste.
While it may be difficult to forecast in this fluctuating economic climate,
ensuring that you have near accurate figures will allow you to utilize your
resources the right way.
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Audits for computer Systems and Processes: It is necessary that
hotels have regular audits, as it will allow them to close loopholes and
streamline processes. While conducting an audit, make sure that you do
not forget the booking system. Performing an audit of the booking system
will allow the hotel to understand customers’ booking habits and patterns.
This will help in making adjustments to maximize profits and will also allow
you to gauge trends, identify possible problems and take corrective
measures.
Focus on Customers
While hotels are looking to increase sales, they often forget to concentrate on
their long-term, loyal customers. This is a big mistake. These people are
repeat customers and help increase sales.
Enticing Old Customers Back: Typically, hotels maintain records of
customers that go back several years. Never discard these records.
Instead, sit down and study them to find out what it was that brought these
customers to your hotel. You can get the hotel call center to get in touch
with these customers to find out why they stopped using your hotel. You
can entice them back with a tempting offer.
Get Current Customers to Return: Do not look at your existing
customers based on their current purchases. Instead think of ways you
can sell other services and products to them to get them to return to your
hotel.
Find Fresh New Customers: If you have tried attracting old customers
back and current ones are not interested, it is time to start afresh and
attract a new set. Learn from past mistakes and do not repeat them this
time around. Getting new customers to stay in hotels is often a timeconsuming and costly affair. So have a target market in mind before you
embark on this job. If you have a proper plan in place to attract new
customers to the hotel, you will get good return on your investment.
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Increase Revenue with New Goals
It
often
feels
safe
to
stay
within
your
comfort
zone.
However,
if you want to increase the revenue of your hotel,
you have to set up new goals for hotel’s general manager and sales departme
nt. When new goals are established, they can help increase the hotel’s
revenue, but only if these goals are incorporated into the sales process.
Use Audio-Visuals: Technology has advanced substantially and your
hotel’s online presence can further be enhanced by using audio-visuals. It
will allow you to highlight the beauty of the hotel and other aspects to
potential customers. Get your hotel’s sales team to use audio-visuals to
up-sell different services that the hotel has to offer. Give them goals so that
they know what they have to achieve and by when. Audio-visuals can give
your hotel a competitive edge.
Have a Full-fledged Business Centre: Many hotel guests require
certain services, such as printing, making photocopies and using the
internet. It would be advisable to have Wi-Fi available at the hotel as many
people now use Smartphone’s and need wireless internet connectivity.
This is a valuable service that your customers will appreciate,
especially business travellers. Business travellers prefer hotels that can
make their lives easy by providing facilities such as fax machines, spare
laptops and printers. They can easily become repeat customers if they
have a good experience and will not be averse to recommending the hotel
to others.
Provide Banquet Facilities: Many hotels forget that they can also
market their banquet facilities to customers. By hosting wine tastings,
special menus and food fairs, the hotel can attract more people.
Encouraging offices, corporations and large groups to host private banquet
dinners, get-together and meetings at the hotel is also highly
recommended as it works as another source of income.
Hotel Review Websites: Today, travellers no longer check listings in
guidebooks. They prefer going online and checking hotel reviews that
other guests have written on hotel review sites. Hotels should participate
actively in these sites by responding to every review, be it positive or
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negative. It proves to readers that the hotel cares, and they in turn will be
more likely to consider such a place. Furthermore, in weekly meetings the
negative reviews should be discussed and brainstorming should be done
to come up with adequate solutions. Responding to reviews allows a hotel
to build a long-term relationship with their guests. By checking the
responses the hotel issues to reviews, potential guests can learn a lot
about the hotel’s ambiance and staff.
Conclusion
Even in a thriving economy, hotels need to be on their toes to ensure
bookings. Strategic moves and smart use of a sales force can help bring in
profits. Hotels can make use of a combination of the above listed strategies,
depending on their specific requirements, and create a winning sales plan.
Strong efforts in the right direction will definitely help increase sales and
profits.
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DESIGN AND DEVELOPMENT
Fairview Hotel & Restaurants
ACCESSMENT PART A
Prepared By:
Mihir Mehta
STUDENT ID: TEDI2596
Table of Contents
1. Business Overview.........................................................................................
2. Products/Services...........................................................................................
3. Market Analysis...............................................................................................
4. Creating Documentation Standards............................................................
5. Developed documents and templates.........................................................
6. Manual and Online Booking System and staff training:........................
7. Summary of the opening new business and future improvement:.....
Page 1 of 35
BSBADM506B – MANAGING BUSINESS DOCUMENT
DESIGN AND DEVELOPMENT
1. Business Overview
A Fairview hotel is your home or office away from home, complete with
separate living, dining and sleeping areas, separate work stations and
fully equipped kitchens and laundry facilities.
These features, unique to serviced apartments, allow you to cook your
own meals, do your own laundry, and relax with plenty of space.
Our regular housekeeping, valet laundry and dry cleaning services,
baby sitting booking service and selected local restaurant chargeback
arrangements are options our guests find invaluable.
Fairview hotel attracts guests who stay for days, weeks or months at a
time. The combination of flexible accommodation and services make
our guests feel like they never left home.
2. Products/Services
The FAIRVIEW APARTMENTS are fully furnished & serviced. They are set
in 5-acres of beautiful gardens. All apartments have a high speed wired
internet connection, an electronic safe and a modern telephone system
providing Direct Dialling, Voice Mail, Wake-up calls etc. Also included is
Satellite TV providing CNN, sports and movie channels etc. The Hotel
also has laundry facilities and ample water storage tanks plus a borehole
and two 300 KVA standby Generators. There is ample and covered car
park facilities and outstanding security (Please ask for more details).
Tenants can safely walk around and enjoy the gardens, choose from the
Hotel’s four restaurants and room service, utilize the swimming pool, gym,
business centre and the 24 hour reception. The entire five acre property
has a Wi-Fi network. Besides;
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Business Centre
The Fairview Business Centre, remodelled recently, offers an outstanding
environment for conferencing guests as well as for those guests without
laptops. The PCs all have the latest Operating Systems and enjoy close to 10
MB of bandwidth! For those without wifi cards, you can plug your laptop into
our ethernet point at the Business Centre (at no charge!). Our photocopying
machine and printer can handle serious volume.
First Class Lounge
First Class Lounge
Guests in our First Class rooms enjoy complimentary access to the lounge.
The lounge is located above the breakfast area and is open between 6:30 a.m
and 11:00 p.m. In the Lounge one can enjoy complimentary access to 2 PCs,
a range of newspapers and magazines, cappucinos and fresh fruit all day long
and various other benefits!
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Internet in the Rooms
Internet access in the rooms
We have 2 options for guests requiring internet access in the rooms. The first
is wireless access (Wi-Fi). 97% of our rooms enjoy Wi-Fi access so please
check with Reception to determine whether wi-fi is available in your room
(Ofcourse, all public areas also have wifi coverage). The second option is a
wired ethernet connection – however, only our First Class rooms have this
option.
Swimming Pool
Swimming pool
Another fairly recent addition to The Fairview is the beautiful swimming pool.
Situated near the gym, the pool is for residents only and is open from 7.00 am
to 6.30pm daily.
Gym
Gym
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The Bridge to Fitness, surrounded by lush vegetation with plenty of natural
light and fresh air, contains the latest equipment by LifeFitness, Techno Gym
and Cybex: 2 treadmills, a recumbent exercise bike, a cross trainer, a Concept
2 rowing machine, free weights, leg press calf extention, a Multi-Gym and a
few other of the basics. The gym is only open to hotel and Apartment
residents.
Fairview hotel provides
restaurants as below:
different
dining
experience
with
many
The Mukutan Garden Café is without a
doubt the best place in Upper Hill (perhaps all of Nairobi) for top-notch coffees
and light/quick meals such as gourmet sandwiches, pizzas, Quesadillas and
Nairobi’s best Sushi. The Café overlooks the most beautiful water feature in
East Africa. The cocktails are often very popular after a long day at
work! Mukutan: Swahili for meeting place
This restaurant, adjoining the Swimming
Pool, offers a full range of international cuisine in a casual environment. Its
bar is a favourite with residents in the evening. Enjoy a 21 day aged steak,
char-grilled in our Josper grill by the swimming pool.
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DESIGN AND DEVELOPMENT
3. Market Analysis
Today, the hospitality industry is booming worldwide and many people will be
coming from different country to travel, having holidays and business
prospects. The Fairview hotel and apartments located locally at the moment
but their target will be become nationally in the next five years. There are
completions with other competitors to provide similar products and services to
the clients as other companies provide, it has been challenging in this industry
to establish new business. But, having marketing and product/service survey
from different businesses, people and clients to obtain information like what
kind of services, product, satisfaction, improvement, entertainment and their
desire to fulfil and giving them importance with our service. On the other hand,
we also offer them competitive price rather than other hotels and restaurant
may not be offered for their food and accommodations, we will supply and
taking care of their all kinds of needs.
4. Creating Documentation Standards
There will be six different types of documents standards taking in to
consideration that as of menu of food, brochures, invoice, feedback form,
licence of selling alcohol, business registry.
Food menu and brochures will be creating with using adobe photo
shop programme in the computer that we can use our apartment’s
room photo with description and features, then we will give them to
printed out in bulk quantity to stored and distribute for our marketing
and advertisement to send this information to the civilians and local
business as we can introduce as a new business in the market.
Licence of selling alcohol and business of registry will be obtained via
local government authority and it will be stored in owner’s office or at
the reception of the Hotel.
Invoices and feedback form will be generate via computer programme
and stored in the central computer system.
5. Developed documents and templates
First of all, I would like to introduce with our future (Example) food menu and
brochures that created in adobe photo shop software with all information
regarding food, apartments and other facilities to provide in our hotel. As
mention below:
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DESIGN AND DEVELOPMENT
This is the brochure for apartment with mentioned providing room
facility as below (future example):
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This is the food menu for our best restaurants in the hotel & apartments as
below (future example):
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These documents provide example of business registration certificate and
Licence for selling alcohol as below (future example):
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These are the tax invoice and feedback form that can be created by computer
system as below (example only):
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6. Manual and Online Booking System and staff
training:
Nowadays, all the hotels and restaurants are having their own online
computer system for booking room or table for lunch and dinner. That’s mean
that people can stay home and with assistance of internet, they can approach
to the particular business website and there is a function that they can put
their request for their needs. This is called automation system. It has all facility
like booking time, customer name, advance payment method and notification
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for their booking request. Here I mention under process our automation
systems features as below:
As you can see above, this is the model of the webpage, also there is in a
centre with pointing arrow to redirect with online request system.
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As you can see above, this is a online booking webpage that the customer put
their request for room booking, checking all room availability, services, price
and making payment with credit card. As we mention below:
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Here you need to put customer’s details like name, contact details, addresses,
email, and other requirements. As below
This can be same computer system as on the reception at the hotel. So they
are using same online system for all access. After completed all the details
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and payment can be made then the confirmation page will be appear and
system will send an email to the customer for their booking.
Staff training for customer service
Greet the Customer Use a friendly, warm, professional greeting each
and every time!
Demonstrate to the guest a sense of urgency and professionalism.
Discover What the Customer Wants
Make sure that you have the product available that the guest wants.
Utilize the features before price selling strategy. Negotiate when
necessary. Refer when necessary.
Deliver What The Customer Wants
Provide each guest with information that will assist the guest in getting
the most out of their stay. Offer restaurant, and activity suggestions.
Make sure that you are efficient and knowledgeable.
Wow The Customer by Going The Extra Mile
Look for ways to exceed each and every guest’s expectations.
Conclude your guest contact with a genuine and heartfelt “Thank You
For Choosing Us”
Win The Customer Over By Delivering Exceptional Service
If you follow all of these steps completely you will win the guest’s
loyalty and future business.
7. Summary of the opening new business and future
improvement:
As we mention above all the details of the opening new business and
necessary documents to start and marketing our business to the local people
and businesses as well as relevant computer system that makes business
process more reliable, quick, and hassle free.
1. Before, we need to open business; we have to start to give
advertisement in radio, newspapers and delivering via local brochures
distributors.
2. As soon as hotel and restaurant nearly built; we require relevant staff
for hotel and restaurant, like manager, marketing person, supervisor,
chefs, housekeepers, waiters, and recreationalist.
3. Once employed necessary staff to provide them training and company
policy to deal with clients and customers.
4. Train your front desk staff in upwelling. If a customer has booked a
basic room at a reduced rate, offer him the option to upgrade to a
better room at check-in time for a slightly higher rate. Prompt staff to
always make this attempt and empower them to offer certain extra
amenities or a better tier of rooms to encourage customers to spend
more. They must also know how to respond graciously when
customers decline up selling offers.
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5. Improvement policy will be effective to increase our business for future
prospective as mention below:
6. Form partnerships with other local businesses that allow you to offer
added value to guests. People often look for the option that gives the
most return for the least investment. If travellers are going to stay in a
destination and plan to visit popular sites while they are there, you can
draw them to your property by bundling the cost of accommodations
with the cost of entertainment at a reduced rate. Creating different
partnerships for travellers with different interests is an effective way to
ensure the entire tourism market is covered. For example, one
package can offer reduced admission to local art museums with a twonight stay while another couples accommodations with ski passes. You
can advertise these on your hotel's website as well as those of your
partners.
7. Sign contracts with travel agencies, online travel sellers and local
tourism boards to get your hotel's name out there and visible in the
larger travel community -- going it alone as far as marketing and sales
can be difficult. You can improve your reach exponentially with in some
cases a single marketing contract. The marketing partners you choose
should be able to deliver the audience you want to reach at the price
point that makes sense for you. By attaching the property to an existing
advertising network, you effectively skip over the time and expense
involved with creating your own network.
8. Increase the room allotment you provide to agencies and online sellers
so booking issues are reduced and guests can find the rooms they
want, when they want them. Travel agents and sellers are granted a
certain amount of rooms based on season and the ability to sell them.
In some cases issues with open rooms or conflicting dates can cause
agents to move guests toward another property. Over time these issues
can cause agents to avoid booking your property altogether in favour of
options that have less problems with allotment. When signing contracts
with your partner agencies ask if allotment is a concern and determine
what can be done to rectify the situation.
9. Sign up with an online discounter to increase sales at reduced rates.
Depending on the discounter you choose, the hotel can remain
anonymous as a discount property while bids are placed and rooms
are filled. You will be able to set your lowest acceptable rates before
any sales are made -- but you may be welcoming guests at a far lower
price point than your rack rates dictate. In the end it comes down to
what is more desirable -- discounted sales, or no sales at all.
10. As occupancy increases, so should your rates. Find the right balance
between promotional and group rates, both of which are traditionally
lower than full room rates, and premium rates for the limited number of
rooms remaining. Consider a graduated scale in which a certain
percentage of rooms are offered at low group rates, others reserved for
mid-range family or individual customers and a final, smaller
percentage reserved to offer at high rates to last-minute arrivals or
business travellers.
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PART B
Here I mention our typical staff and management structure ass below:
Here are some strategic ways through which hotels can increase their
sales and profit margin to improve our style guide for future
establishment as below:
Smart and Systematic Approaches
Hotels need to adopt intelligent and organized approaches when it comes to
increasing sales. This means using the resources they have or acquiring new
resources to get the best outcomes.
Use of an Intelligent Marketing Team: Every individual working in a
hotel has specific tasks to perform. These individuals are trained for their
jobs. Delegating work that is outside their sphere of expertise decreases
efficiency and is a waste of time and resources. This is why hotels too
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should make use of call centres to answer calls. Typically, hotel call
centres are responsible for handling reservations and providing answers to
queries. However, professional call centre staff is provided with intensive
sales training. This puts them in a better position to reach customers and
up-sell. Besides, using our restaurant menu and brochures can be
delivered via local catalogue distributor to the people and businesses.
Having Regular Meetings with Sales Staff: While it is easy to have
meetings with hotel staff on a daily basis, the same does not hold true for
sales staff. The reason is simple. Hotel sales staff does not work from the
hotel. Instead they are spread across the country. Hence, having meetings
with them like you do with normal hotel employees is difficult. These
meetings are still important though because they give the sales associates
road map to follow. The only way to have meetings though is through
organizing conference calls on a weekly basis. Ensure that the agenda for
these ‘meetings’ reaches the staff a couple of days in advance so that they
know what to expect. These conference calls will allow you to look for
ways to improve sales and close sales from generated leads. The
meetings should establish a better understanding of the current market
and address existing situations and how to increase sales under prevailing
circumstances.
High Quality Customer Service: When guests stay in hotels, they
interact with front desk staff, housekeeping and kitchen staff. The type and
quality of interaction they have with these various departments has a
profound effect on guests. Accordingly, they form an opinion of the hotel. It
therefore makes sense to train staff members in customer service.
Encourage your staff to create the wow-factor with every interaction they
have with guests.
Forecast Realistically: It is important for hotel management to make
forecasts as it helps them to ascertain their staffing needs. While hotels
should give themselves competitive goals, forecasting should be realistic.
This will prevent hotels from splurging and causing unnecessary waste.
While it may be difficult to forecast in this fluctuating economic climate,
ensuring that you have near accurate figures will allow you to utilize your
resources the right way.
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Audits for computer Systems and Processes: It is necessary that
hotels have regular audits, as it will allow them to close loopholes and
streamline processes. While conducting an audit, make sure that you do
not forget the booking system. Performing an audit of the booking system
will allow the hotel to understand customers’ booking habits and patterns.
This will help in making adjustments to maximize profits and will also allow
you to gauge trends, identify possible problems and take corrective
measures.
Focus on Customers
While hotels are looking to increase sales, they often forget to concentrate on
their long-term, loyal customers. This is a big mistake. These people are
repeat customers and help increase sales.
Enticing Old Customers Back: Typically, hotels maintain records of
customers that go back several years. Never discard these records.
Instead, sit down and study them to find out what it was that brought these
customers to your hotel. You can get the hotel call center to get in touch
with these customers to find out why they stopped using your hotel. You
can entice them back with a tempting offer.
Get Current Customers to Return: Do not look at your existing
customers based on their current purchases. Instead think of ways you
can sell other services and products to them to get them to return to your
hotel.
Find Fresh New Customers: If you have tried attracting old customers
back and current ones are not interested, it is time to start afresh and
attract a new set. Learn from past mistakes and do not repeat them this
time around. Getting new customers to stay in hotels is often a timeconsuming and costly affair. So have a target market in mind before you
embark on this job. If you have a proper plan in place to attract new
customers to the hotel, you will get good return on your investment.
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Increase Revenue with New Goals
It
often
feels
safe
to
stay
within
your
comfort
zone.
However,
if you want to increase the revenue of your hotel,
you have to set up new goals for hotel’s general manager and sales departme
nt. When new goals are established, they can help increase the hotel’s
revenue, but only if these goals are incorporated into the sales process.
Use Audio-Visuals: Technology has advanced substantially and your
hotel’s online presence can further be enhanced by using audio-visuals. It
will allow you to highlight the beauty of the hotel and other aspects to
potential customers. Get your hotel’s sales team to use audio-visuals to
up-sell different services that the hotel has to offer. Give them goals so that
they know what they have to achieve and by when. Audio-visuals can give
your hotel a competitive edge.
Have a Full-fledged Business Centre: Many hotel guests require
certain services, such as printing, making photocopies and using the
internet. It would be advisable to have Wi-Fi available at the hotel as many
people now use Smartphone’s and need wireless internet connectivity.
This is a valuable service that your customers will appreciate,
especially business travellers. Business travellers prefer hotels that can
make their lives easy by providing facilities such as fax machines, spare
laptops and printers. They can easily become repeat customers if they
have a good experience and will not be averse to recommending the hotel
to others.
Provide Banquet Facilities: Many hotels forget that they can also
market their banquet facilities to customers. By hosting wine tastings,
special menus and food fairs, the hotel can attract more people.
Encouraging offices, corporations and large groups to host private banquet
dinners, get-together and meetings at the hotel is also highly
recommended as it works as another source of income.
Hotel Review Websites: Today, travellers no longer check listings in
guidebooks. They prefer going online and checking hotel reviews that
other guests have written on hotel review sites. Hotels should participate
actively in these sites by responding to every review, be it positive or
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negative. It proves to readers that the hotel cares, and they in turn will be
more likely to consider such a place. Furthermore, in weekly meetings the
negative reviews should be discussed and brainstorming should be done
to come up with adequate solutions. Responding to reviews allows a hotel
to build a long-term relationship with their guests. By checking the
responses the hotel issues to reviews, potential guests can learn a lot
about the hotel’s ambiance and staff.
Conclusion
Even in a thriving economy, hotels need to be on their toes to ensure
bookings. Strategic moves and smart use of a sales force can help bring in
profits. Hotels can make use of a combination of the above listed strategies,
depending on their specific requirements, and create a winning sales plan.
Strong efforts in the right direction will definitely help increase sales and
profits.
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