NEW Seminar Content!

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GENERAL MANAGERS
MANAGING IN THE WORLD OF USER GENERATED CONTENT

The environment of managing the revenue management, sales and guest service has changed with the user generated review sites as well as online RFPs. General Managers need to understand the impact of this shift if they are to manage effectively. This program, ideal for General Manager's meetings, deals with the impact of that shift on managing the three processes above.

• How user generated review sites impacts the selection process of customers
• Managing the hotel's online 'presence' and why that is critical
• Online RFP sites and the sales process
• Small group booking sites both franchise and independent
• Using online review sites to coach for better guest service

At the end of this session, General Managers will have a better understanding of the impact of user generated content and insight as to how to manage the sales and revenue management process to maximize the opportunities in this new environment. This session is ideally a half day program but can also be modified for a break out session.

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REVENUE MANAGEMENT – ACCELERATED FOR 2008

This is the update tothe Revenue Management Accelerator.  This program includes processes for both small independents and larger franchises – as always, we tailor the program to the client's specific situation.  This program will include real time processes for both small independents and larger franchises.  As well, the program includes real time exercises to position a property for revenue management success.  

The updated program will include more real time exercises to position a property for revenue management success. 

It will focus on the original modules including the following updates:

• Developing an Effective Revenue Management Strategy
  • Predicting demand
• Impact Calculator of new hotel product on your demand
• Incorporating user based content web sites into the revenue management
  
  
• Aligning Sales and Revenue Management
• Increasing your online visibility to small groups that book online
• Displacement analyses that consider revenue to all profit centers
• Maximizing presence on online RFP sites and instant RFPs
  
  
• Developing an Effective Distribution Strategy
• Using RSS feeds and other Web 2.0 based tools
• Building communities of clients and potential clients into an effective CRM strategy
• Managing the online presence of the property

This seminar is ideal for General Managers, Revenue Managers and Directors of Sales as well as anyone else who participates in or manages the revenue management process.
This is a full day program but modules can be broken out and delivered as standalone programs.

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I HATE COLD CALLS – THE NEW PARADIGM OF SALES

Cold calling is so ’last century’ and no one misses it much!  Sales people don’t miss it much and neither do the people that were being cold called. Our customers want to buy they just don’t want to be ‘sold’.  This program deals with using tools that are characteristic of Web 2.0 to conduct sales the way our customers want us to -- including them in the process

This program is heavy on hands on exercises to ensure that the participants have acquired tools they can use! In this program participants will learn the following:

• Why cold calls no longer work (if they ever did)
• New business development without voice mail
• How to use,  interpret and respond to user generated reviews on third party sites
• Maximizing online presence on RFP sites
• Effective email approaches
• Attracting new clients to the property   
• How to communicate without ‘pushing’ product
• Participating in associations where there is no hotel competition
• Effective email communication strategies

This seminar is designed for Directors of Sales and Sales Managers who have previous hotel sales experience and are ready to take their sales efforts to the next level.  At the end of the program, the participants will be able to develop a sales strategy that uses ‘attractive’ selling techniques.
This program is ideally a full day program.

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Creating a Culture of Customer Service – One Manager at a Time!

This program is designed to assist managers in creating an environment of customer service in their departments and areas.   It focuses on giving them the tools to recruit and develop the best and the brightest talent to deliver a quality guest service experience.  It will also focus on how to incorporate user generated reviews from the travel review sites, such as Trip Advisor, into their staff coaching and mentoring process.   The following are covered:

• Creative recruiting
• Interviewing to assess the candidate’s customer service potential
• Identifying and training for behaviors that deliver the quality customer service experience
• Metrics to observe and evaluate associate guest service delivery
• Listening to the user generated content review sites and using them to increase guest satisfaction
• Mentoring and Coaching

This is a half day program full of participation and exercises that will energize managers and supervisors to ramp up the customer service experience in their areas.