Front office procedures, social skills, yield and management (second edition) part 2
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: Front office procedures, social skills, yield and management (second edition) part 2
Front office procedures, social skills, yield and management (second edition) part 2
Part ThreeIncreasing104 Front OfficeRoom1st2nd3rd4th5th6th7th (101 (T)—Chetvnero-i✓In rdX—• fro JY'VJiX-H102ÃT1 103:T)<-M/fcCP- /-> lj O'- Front office procedures, social skills, yield and management (second edition) part 2 -zx.7â– sL.Fbmi/nq.—<-Cký/ <71——- 7JFigure 39suading unrelated singles to occupy twins. Such doubling up used to be a common practice in the old days (indeed, guests were often expected to share the same bed!), but it is now much less frequent. However, it still makes sense to try it if you h Front office procedures, social skills, yield and management (second edition) part 2 ave too few singles and too many twins. Groups such as conference delegates arc worth approaching because they may know each other already and arc likFront office procedures, social skills, yield and management (second edition) part 2
ely to have something tn common. An inducement such as a price reduction is well worth considering.Splitting down’ is another practice which can helPart ThreeIncreasing104 Front OfficeRoom1st2nd3rd4th5th6th7th (101 (T)—Chetvnero-i✓In rdX—• fro JY'VJiX-H102ÃT1 103:T)<-M/fcCP- /-> lj O'- Front office procedures, social skills, yield and management (second edition) part 2 ck your customers very carefully: this isn’t likely lo appeal to a pair of obvious honeymooners, but it might suit an older couple who normally occupy separate rooms at home. Two singles (even at reduced rales) should still net you more than one twin.Handling enquiriesMost shop assistants ask Do y Front office procedures, social skills, yield and management (second edition) part 2 ou want anything else?' as a matter of course. Few reservation clerks do. This is a mistake, because a lot of calls come from agents of various typesFront office procedures, social skills, yield and management (second edition) part 2
who have TO make multiple bookings. It saves them lime and money If they can reserve several with one call, and although their other clients may have Part ThreeIncreasing104 Front OfficeRoom1st2nd3rd4th5th6th7th (101 (T)—Chetvnero-i✓In rdX—• fro JY'VJiX-H102ÃT1 103:T)<-M/fcCP- /-> lj O'- Front office procedures, social skills, yield and management (second edition) part 2 ond to a request for a single room on the 15th with ’I’m sorry, we’re full’. Haven’t you got anything else you could offer? Your order of priority ought to be:1A different type of room. Don't you have a twin you might offer at an appropriately reduced rate?2d different date. It is surprisi Front office procedures, social skills, yield and management (second edition) part 2 ng how flexible some guests can be, and if you only win 10 per cent Oà the time you will still be well ahead.3A companion hotel. If you are located iFront office procedures, social skills, yield and management (second edition) part 2
n a large city, you may well have one or more 'sister' hotels nearby. The relationship is often one of mutual competition, but it makes sense to see wPart ThreeIncreasing104 Front OfficeRoom1st2nd3rd4th5th6th7th (101 (T)—Chetvnero-i✓In rdX—• fro JY'VJiX-H102ÃT1 103:T)<-M/fcCP- /-> lj O'- Front office procedures, social skills, yield and management (second edition) part 2 lson, the founder of Holiday Inns, would not allow his managers to put up 'hotel full' signs. Instead, he required them to fix up any surplus traveller at a nearby establishment. As he explained. Holiday Inns thereby made two friends. One was the traveller, who would be likely to return to Holiday I Front office procedures, social skills, yield and management (second edition) part 2 nns again, and the other was the competitor, which would be more likely to send its surplus to the local I loliday Inn in future.Repeat businessAnotheFront office procedures, social skills, yield and management (second edition) part 2
r very important way in which front office staff can help to increase occupancies is to try to boost repeat business. Obviously, the guest must have bPart ThreeIncreasing104 Front OfficeRoom1st2nd3rd4th5th6th7th (101 (T)—Chetvnero-i✓In rdX—• fro JY'VJiX-H102ÃT1 103:T)<-M/fcCP- /-> lj O'- Front office procedures, social skills, yield and management (second edition) part 2 ure is a good time to try some forward selling. Many hotels ignore this opportunity, but there arc good reasons for tlying to capitalize on it. One of the main problems hotels face in terms of marketing is that they are seldom able to engage in face-to-face selling, since bookings arc usually arrang Front office procedures, social skills, yield and management (second edition) part 2 ed in advance, over the telephone and often through agents of one type or another. Never forget that A GUEST IN THE HOTEL IS A POTENTIAL FUTURE CUSTOMFront office procedures, social skills, yield and management (second edition) part 2
ER. Somebody who has come to your area once may very well do so twice, and if your hotel suited him then, it ought to do so again.There is another andPart ThreeIncreasing104 Front OfficeRoom1st2nd3rd4th5th6th7th (101 (T)—Chetvnero-i✓In rdX—• fro JY'VJiX-H102ÃT1 103:T)<-M/fcCP- /-> lj O'- Front office procedures, social skills, yield and management (second edition) part 2 world once more, and it is at this moment that he is likely to be particularly receptive to the suggestion that you would like to see him back sometime. You can ask ‘1 hope you enjoyed your stay?’, and if you get an affirmative answer, go on to Are you going to be coming hack this way again? Can Front office procedures, social skills, yield and management (second edition) part 2 we make a provisional booking?' Even if only a tew guests are able to give you a definite answer here and then, you've still planted the idea in theFront office procedures, social skills, yield and management (second edition) part 2
others' minds, and it may well develop into a linn booking even tually.The same point applies to the use of ‘follow up’ techniques. Commercial firPart ThreeIncreasing104 Front OfficeRoom1st2nd3rd4th5th6th7th (101 (T)—Chetvnero-i✓In rdX—• fro JY'VJiX-H102ÃT1 103:T)<-M/fcCP- /-> lj O'- Front office procedures, social skills, yield and management (second edition) part 2 st that. These are people who have already had reason to come to your area, have chosen your hotel, and have (presumably) been happy withtheir choice. We shall return to this point when we look at marketing.'No shows'The most difficult and controversial issue in con neetion with increasing occupanci Front office procedures, social skills, yield and management (second edition) part 2 es is the way you respond to the problem created by 'no shows’. These are people who make bookings and then fall to honour them. Early departures haFront office procedures, social skills, yield and management (second edition) part 2
ve the same effect, though they arc not quite so serious from the hotel's point of view because you rend ro find out mid-morning rather than rhe late Part ThreeIncreasing104 Front OfficeRoom1st2nd3rd4th5th6th7th (101 (T)—Chetvnero-i✓In rdX—• fro JY'VJiX-H102ÃT1 103:T)<-M/fcCP- /-> lj O'- Front office procedures, social skills, yield and management (second edition) part 2 ) density chart for a four week period, together with the accompanying (equally simplified) occupancy report (Figure 40). The average room rate is £40 per night.What is your room revenue for the period, and how might you increase it?Well, the percentage of airivals to bookings averages about 90 per Front office procedures, social skills, yield and management (second edition) part 2 cent. In other words.Density chartFeb199-Date Day: Rooms.2ÃŒ6Ỉ8IC1112IS1415’e1?ỈC21ĨĨnM1AItFs*wA-M1wtnFMIwIt-Fs»SvMTCO/!/iỊ/L2/i!/////ÃŒ1/Front office procedures, social skills, yield and management (second edition) part 2
59/!Ỉf!-L_L±Ị1Ịịfi///â– /_L10/iiỈ>/I/!/iỈft/!/Ã/!Part ThreeIncreasing104 Front OfficeRoom1st2nd3rd4th5th6th7th (101 (T)—Chetvnero-i✓In rdX—• fro JY'VJiX-H102ÃT1 103:T)<-M/fcCP- /-> lj O'-Part ThreeIncreasing104 Front OfficeRoom1st2nd3rd4th5th6th7th (101 (T)—Chetvnero-i✓In rdX—• fro JY'VJiX-H102ÃT1 103:T)<-M/fcCP- /-> lj O'-Gọi ngay
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