Every hotel employee is a sales person

Every hotel employee is a sales person
Jun 24, 08 1:57 am
By Hans Jürgen RüffertDinslaken - What counts most is the first impression. This refers particularly to the front desk in a hotel. That is why the employees on reception should not limit themselves only to a friendly check in and check out. What is important is that every hotel employee is a sales person. ‘Already at reception various possibilities for an additional sale come up', says Hans Jürgen Rüffert from the company Revway. ‘This is particularly essential when the guest started the hunt for the best price on the internet'.
Note regarding an upgrade
Already the receptionist should actively approach the guest and advice him/her about the possibility of an upgrade in a higher room category. Similarly discounts on breakfast, lunch and dinner are possibly available conditional to additional bookings.
Note regarding another booking
Also at reception the decision, whether a guest will come again or not, is being made. Still very seldom at check out is the question about the next reservation being asked. Possible you can offer the guest this benefit.
Request for a feedback
It is highly advisable to ask the guest for a short feedback about his stay at check out. This counts, above all, if the customer made his reservation on the internet. In this way one finds out quickly if the guest liked the stay. You could ask the satisfied guests to publish a positive judgment on a hotel review internet portal.
Each guest is equally important
In many hotels one still differentiates between the guests who made their reservations on the internet and the ones who booked directly at the hotel. The hoteliers neglect the guests who book on the internet because they must pay commission on those reservations to the travel portals. Therefore, these guests are often accommodated in the worst rooms. However, the hotels do not think about the fact, that these guests have paid an even higher room rate in these circumstances.
No prejudices against the guest
Every guest should be treated equally, no matter how he or she looks. One should never draw conclusions on the behavior in the hotel. This is a basic rule which is unfortunately not always followed.
The guests are multipliers. If they liked it in the hotel, they will inform the others about it. Therefore, it is so important to treat all guests equally. You should never take it for granted that the guest will come again.