Hotels are a vibrant industry – as temperamental, moody, fun, idiosyncratic, and eccentric – as the people who make the structure throb and come alive. And that presents a unique challenge to those who are responsible for ensuring that the brand personality seeps into each employee optimally for a cohesive representation of the brand. Ask the Training andHuman Resource fellas and they will tell you how much sleep they lose over beating, shaping, moulding, clubbing a delightfully eclectic mix into a unified cookie-cutter, strait-jacketed, assembly line incarnations of the Brand.
So, let’s take a closer look at these folks who hold the power of the Hotel’s universe in their very able hands.
9. SALE-ING SMOOTH OPERATOR
I stand corrected! It is the Sales point of contact that is the very first interface between the hotel and the guest. Even before the guest lands, the Sales resource has set the ball rolling, established a connection, pre-sold the virtues of the hotel, Skype-d with the guest where necessary so as to turn the virtual into more tangible, sent reams of information and contracted mutually beneficial rates. The Sales team excels in creating an atmosphere in which your Brand values can fruitfully thrive.
Hence the Sales team members must be smart, suave, smooth, sharp yet sincere, sensible and sensitized to the guests and the business environment.
Besides, it is the Sales team that the guests feel a right to complain to. It is they who spin around like an unstoppable top between Rooms and HK and F&B to ensure that the stay is glitch free and that the guest feedback is happily shared amongst the team and not dissected masochistically in the morning briefing.
I stand corrected! It is the Sales point of contact that is the very first interface between the hotel and the guest. Even before the guest lands, the Sales resource has set the ball rolling, established a connection, pre-sold the virtues of the hotel, Skype-d with the guest where necessary so as to turn the virtual into more tangible, sent reams of information and contracted mutually beneficial rates. The Sales team excels in creating an atmosphere in which your Brand values can fruitfully thrive.
Hence the Sales team members must be smart, suave, smooth, sharp yet sincere, sensible and sensitized to the guests and the business environment.
Besides, it is the Sales team that the guests feel a right to complain to. It is they who spin around like an unstoppable top between Rooms and HK and F&B to ensure that the stay is glitch free and that the guest feedback is happily shared amongst the team and not dissected masochistically in the morning briefing.
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