Imposter Syndrome – Does it affect your writers block?

I recently was chatting to an industry colleague, collectively we had over 50 years hospitality sales experience.We are both consultants and have, over the years, provided numerous clients with our expertise.We both write blogs and industry content which we hope will provide our younger less experienced colleagues with some useful inside knowledge. There is a HUGE ‘but’ coming…. We both agreed that we suffer with Imposter Syndrome when it comes to parting with our knowledge, doubting if our content will be interesting, ridiculed and receive negative comments, or event nasty Continue reading

Shh… Don’t give away your availability

Think back to when you were on holiday – you are out walking along the beach front… looking for a nice restaurant to have dinner. You find two restaurants side-by-side. One that is very busy, lots of people dining, a nice buzz …but the second one is nearly empty, no apparent atmosphere. Which one will you choose? I know I would head straight for the busy one…. in my mind I will be thinking the food must be good, serving lots of diners. I too want to experience that hospitality. Continue reading

How to make your sales teams successful?

Winning Team

As hoteliers we understand the importance of customer service – all our front of house team members will have received lots of training on how to make our guests feel special whilst they are enjoying our hospitality. Have you thoroughly gone through customer service training with your sales teams? The teams who are the first port of call for our future guests, those who receive the telephone and email enquiries – the one’s who are back of house, but without their successes no-one would have a job to do! With Continue reading

Competitors – When did you last look at your hotel competitors?

In the hospitality sector, we are all fighting for the same clients …. or are we? One of my hotel clients’ asked if I would like to attend an appointment that a GM from a local hotel had requested. It made me think about competitors…. made me wonder why the new Hotel Manager had requested a meeting with us, to see the facilities that our hotel had to offer, when the two hotels are not part (in our eyes) of the competitor set. He brought along with him, his proactive Continue reading

It’s all in the detail – 5 top tips for hospitality show-rounds

Selling event space takes preparation. Some tips may seem obvious yet my hospitality mystery shopping often shows up these gaps.These basics should be easy to achieve whatever the size of your hotel. BUILD A RELATIONSHIP before your client even arrives. Introduce yourself to your client on Linked In. Confirm your show-round by email including directions to the hotel and to main reception. WELCOME your guest in person by waiting in the reception for their arrival. Linked In will help you identifying your client. Your client should be made to feel Continue reading

How to encourage your guests to return……

How to reach to your guests with positive messages

We wish you were here …. Again! Marketing content is essential to ensure your guests return. How to reach out to past guests with positive messages to secure your future business? When rooms and reservation books are empty, now it is more crucial than ever to communicate with clients – particularly those who have already stayed or visited. Previous guests with experience and faith in your product and service could be the golden ticket in the hospitality business – repeat bookings. So how do you remind them of their experience Continue reading

Post Lockdown – Preparation prior to the Perfect Show Round!

As hotels and venues are now getting back to a ‘new normal’, we as salespeople must look at how we showcase our facilities whilst ensuring our clients feel comfortable and safe. We need to prepare prior to the perfect show round. For some of our clients its maybe their first time travelling and viewing a venue. Here are a few tips to prepare your client prior to their visit. Over – communicate • Send them your new COVID-19 protocol and what they can expect from the visit. • Detail what Continue reading

Why the art of telephone conversation is so vital in hospitality

Why the art of telephone conversation is so vital in hospitality Building relationships with a guest starts long before the step through the door So.. pick up the phone! As more customers get in contact to book, rebook and simply ask questions, your task is to not only give information but also to reassure and give that important first impression. Getting personal A personal phone call, when handled well, can not only get to the heart of an issue quickly, it can pick up on any side issues: a tone Continue reading