Friday, December 15, 2017

Human Resources

7 trainer tips for hotel reservations

If you're like most hotel managers, chances are you are highly focused on securing more direct bookings and thus reducing the costs of customer acquisition. If so, here are some train-the-trainer style tips for providing your reservations and/or front desk colleagues with the skills they need to covert today's over-informed, channel surfing callers.

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Best practice for the era of electronic inquiries

As anyone who has worked in the profession of hotel sales and catering sales for 10 or more years knows, the skill-set required to be a top performer is quite different these days. Today's sales superstars still have to have exceptional 'people skills', which today is more formally referred to as emotional intelligence.

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Industry bodies praise new decision on penalty rates

Australia’s peak hospitality organisation, the Australian Hotels Association (AHA), and tourism accommodation body, Tourism Accommodation Australia (TAA), welcomed the certainty provided by the Fair Work Commission (FWC)’s announcement on the transitional arrangements for penalty rates.

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Scholarship winner innovates housekeeping trolley

The Weatherdon Project scholarship is awarded each year to a hospitality student of the International College of Management. Presented by the Weatherdon Corporation in association with the International College of Management, Sydney (ICMS), the scholarship is a testimony to innovation in the hospitality industry. This year it was presented to Norwegian student, Marius Lie. Mr Lie came up with the …

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Mobile payments preferred by business travellers

The International Travel Management Study (ITMS) for 2017 has revealed almost half of business travellers worldwide have already made mobile payments (44 percent) and business travellers in the Asia Pacific region are even further ahead with 62 percent of all business travellers using this technology. However, although 44 percent have paid with a mobile device significantly more have made those …

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Turnbull mustn’t scrap accom sector needs along with 457 visas

Abrupt news today as prime minister Malcolm Turnbull announced plans to eradicate 457 visas for temporary workers. TAA and AHA offered differing opinions on how this decision will impact accommodation sector employees and employers but both emphasised the need for federal government to support regional hospitality. Tourism Accommodation Australia (TAA) said it welcomed the “revamp”, hoping it will “address genuine …

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Are you giving your guests enough RevPAH?

As I often say in my hospitality workshops, we in the hotel industry are in a very unique business of selling space and time, so we had better be REALLY good at the intangibles. Although we charge them for rooms, the guests are buying an overall experience that is made up mostly of human interactions. With hotel brands so quickly …

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Use video email to outsell the competition

Based on what I hear from the hotel sales and catering sales managers I train each month, the vast majority of inquiries for groups, meetings, conferences and catering events are being received electronically. Some come in via direct email; others arrive after a planner completes a “contact us” inquiry form at the hotel’s website. Most, however, arrive via third party …

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