Presentation on theme: "Erie’s Leader In Hospitality For Over 50 Years Front Desk Training 7/04."— Presentation transcript:
Erie’s Leader In Hospitality For Over 50 Years Front Desk Training 7/04
Scott Enterprises Front Desk Empowerment Seminar Front Desk Training 7/04
Empowerment Front Desk Training 7/04 To invest with power or authority. Enabling the employee to make logical decisions that are sound for the guest as well as the company.
A Shared Vision What is our vision? Exceeding Our Guest’s Expectations Every Day Front Desk Training 7/04 To Be The #1 Hospitality Company In Northwestern Pennsylvania Fundamental Commitment Enroll in the vision by making a fundamental personal promise to live it. You must believe in the vision and see the value of the vision Be It Start with yourself and hold yourself accountable to living the vision every day The vision will only come true when everyone is “Being It” every day Coach It Empower the vision community to coach each other all day, every day You have to help each other to keep the vision going… you have to give Permission to be “coached”.
Extreme Guest Service Training Who Pays Your Wages ? Our Guests !
What Makes Us The Leader? Great Locations Great Products Great People Most of our locations or almost equally distant between Pittsburgh, Cleveland, and Buffalo Splash Lagoon (Pennsylvania’s only indoor water park, Presque Isle State Park Major Corporations, Great Tax Free Shopping, Golfing, Skiing, and much more! We build our hotels, restaurants, and entertainment complexes to be the best. In our hotels we upgrade the quality of everything: beds, linens, furniture, televisions Cable t.v., telephones, pools, meeting rooms, public spaces, etc… Award Winners! Great Location and Great Products are nothing without the service staff around! We pick only those who take pride and ownership in what they do!
What Brings Them In Today? Great Locations Great Products Great People Front Desk Training 1/1/03 What Brings Them Back Tomorrow ? Great Locations Great Products Great People
What will bring them back tomorrow? Extreme Guest Service When is the most important guest contact made? “Whether good or bad, IMPRESSIONS are made all day, all night, all the time!” Constantly! Where is the most important guest contact made? Everywhere!
What will bring them back tomorrow? Extreme Guest Service We are not employees, we are __________ Every Thing You Say Everything You Do The Way You Conduct Yourself Is always scrutinized by your guests. ACTORS on a stage.
Hotel Economics 101 Your Teachers Tonight Front Desk Training 1/1/03 How Much Does It Cost To Rent A Room?
A hotel room is one of the most perishable items in the world. You must understand that each and every room that sits vacant tonight (or any night) is potential revenue lost forever. Hence The Need For Our “NO WALK POLICY” If there are rooms to sell ( and you are not going to sell out) tonight, or for any future date. It is your job to take the proper steps to ensure that the guest stays at your hotel or one of our other hotels. On nights that you are going to sell out, it is your job to refer all customers to one of our hotels that can accommodate their needs. “NO WALK POLICY” Front Desk Training 1/1/03
The Not Ready For Any Time Players Presents…… Silliness About A Serious Subject
“ Let Me Go And Check With My Wife / Husband / Spouse / Significant Other / Dog / Cat / Astrologer / Guidance Counselor” Or………. Also known as, “ I am just going to go And park the car.”
“ Are You Crazy? I Never Pay More then $ 38.00 dollars for a room!”
While waiting on two customers (one is checking in with and advance reservation)…… “I just need to know what your absolute lowest rate is”
“That price is too high!, how about the Hampton Inn across the street?”
You Are Empowered To Make Logical Decisions To Sell Rooms To Handle Guest Service Issues To Make A Difference
The Selling Process Greet The Customer Use a friendly,warm, professional greeting each and every time! Demonstrate to the guest a sense of urgency and professionalism. Discover What The Customer Wants Make sure that you have the product available that the guest wants. Utilize the features before price selling strategy. Negotiate when necessary. Refer when necessary. Deliver What The Customer Wants Provide each guest with information that will assist the guest in getting the most out of their stay. Offer restaurant, and activity suggestions. Make sure that you are efficient and knowledgeable. Wow The Customer by Going The Extra Mile Look for ways to exceed each and every guest’s expectations. Conclude your guest contact with a genuine and heartfelt “Thank You For Choosing Us” Win The Customer Over By Delivering Exceptional Service If you follow all of these steps completely you will win the guest’s loyalty and future business. Front Desk Training 1/1/03
The Selling Process Features Before Price! We offer exceptional products and facilities but we demand higher prices. Which sounds better I have a room with two double beds for $99.00. Or I have a standard room with two double beds, in room coffee service, iron and ironing Board, and an in room hair dryer. Our rooms also feature 27” color televisions with over 60 cable stations and in room movies. We feature a deluxe continental breakfast that has Fresh fruits, pastries, a waffle station and much more. This room is at a great price of $ 99.00 If the guest is a walk in you have the ability to let the guest look at a show room. If the Guest is on the telephone it is your job to completely paint the picture of how exceptional your property is before quoting a price. Front Desk Training 1/1/03
The Selling Process The negotiating process: Negotiating is a very challenging part of your job. But on some days it is the most important. What are some of the scenarios that you have come across that are challenging to deal with?
The Selling Process The negotiating process: Negotiating is a very challenging part of your job. But on some days it is the most important. What are some of the scenarios that you have come across that are challenging to deal with? The “ I’m just checking price and availability” The “Let Me Go and Check With My Spouse” The “ I’m just going to go and park my car” The “Why is that guy getting a lower rate than me?” The “Are you crazy?, I saw a sign just down the road for half that price”
The Selling Process Telephone Sales The area with the greatest potential for sales growth is reservations made over the telephone. It is imperative that you utilize good sales skills on the telephone with each and every guest. Ask for the business – Do not let the caller of the hook without giving you a reason for resistance. If you can not assist the caller with a room at your property then refer the guest to a hotel that will fit their needs. Start you sales inquiry with…….
Blueprint of A Telephone Call Benefits Before Price (B.B.R.) If the caller has never been to your property you are starting with a blank canvas. Or, worse yet you may be starting with a canvas that has quite a poor picture. Pretty Nice In Fact An Award Winner Not Pretty
Features Before Price! We offer exceptional products and facilities but we demand higher prices. Which sounds better I have a room with two double beds for $99.00. Or I have a deluxe room with two double beds, in room coffee service, iron and ironing Board, and an in room hair dryer. Our rooms also feature 27” color televisions with over 60 cable stations and in room movies. We feature a deluxe continental breakfast that has Fresh fruits, pastries, a waffle station and much more. This room is at a great price of $ 99.00
Do Either Of These Hotels Look Appealing? Callers May Envision Hotels Like This When They Are Calling If You Do Not “Paint The Picture”
25” Televisions / 18 Stations No In Room Movies No Room Service Except Pizza Shops No Indoor Pool No Indoor Whirlpool Limited Continental Breakfast Non Award Winner 19” Televisions / 13 Stations No In Room Movies No Room Service / Except Pizza No Pool / Whirlpool Limited Continental Breakfast No Suites
The Selling Process Telephone Sales Start you sales inquiry with……. Three Very Important Questions: 1.) Have you stayed with us before? This question will set up the entire conversation for you. If the guest has stayed at your hotel before than selling another room will be fast and easy. 2.) What brings you to the area? This question will assist you in knowing whether the person is entitled to group rates, Entitlements, etc… You will also learn if this call should be transferred to our Sales department. 3.) Are you a member of our Loyalty Program? This can greatly assist you if the guest has never stayed at your property. Loyalty Program numbers will retrieve the guest’s information and make if fast and easy.
Telephone Etiquette Much of your time will be spent communicating on the telephone. You must practice exceptional telephone etiquette. Answer Within 3 Rings Use the Proper Greeting Speak With A Smile In Your Voice Ask For The Business Know Your Property and the other Properties Fade/ Negotiate / Refer when Necessary Thank the Guest For Calling
Group and Long Term Sales Our professional sales department represents all of our properties. Your Role In Group and Long Term Sales: Anyone asking for a corporate rate needs to give you the company Name. You need to enter that information in the proper area. Anyone representing a sports team looking for rooms should talk to our sales staff. Any business that totals over 10 room nights should go through our sales office. If you need to have a guest talk to our sales staff and the office is closed: Have the guest transferred to the Sales Office Answering Service You should also get the guests name and telephone number and forward that information to the sales office via fax.
Splash Lagoon Information Splash Lagoon is offered by package and day passes. Everyone is encouraged to purchase a hotel package that is offered at: Holiday Inn Express, Residence Inn, Comfort Inn, Econo Lodge Individuals who wish to purchase day passes without a hotel room may do so only when the water park will not be at capacity. If you purchase a hotel package you entitled to admission at the water park from noon of the day You check in to closing time of the day you check out. (GREAT VALUE!) Guests Should Call : Or 1-866-3Splash To Make Reservations Or Visit www.splashlagoon.com
Holiday Inn Features Brand New Hotel Connected to Splash Lagoon All Suite Property Kids Suites (Separate Area Featuring bunk beds) All Rooms Have: Microwaves Irons, Ironing Boards, Wet Bars Refrigerators, Microwaves Coffee Makers Hairdryers 27” Televisions with over 60 stations Most Rooms have Jacuzzis Deluxe Continental Breakfast Fitness Room In Room Movies Available Take Out Available From Damon’s /Quaker Steak And Applebee’s Residence Inn Features Gold Award Winner All New Rooms Connected to Splash Lagoon All Suite Property 1 and 2 bedroom suites All Rooms Have: Kitchens Irons, Ironing Boards, Refrigerators, Microwaves Coffee Makers Hairdryers 27” Televisions with over 60 cable stations Most Rooms have Jacuzzis Some Rooms Have Fireplaces Indoor Pool/Whirlpool Deluxe Hot Breakfast / Social Hour Fitness Room In Room Movies Available Take Out Available From Damon’s /Quaker Steak And Applebee’s Courtyard Features Chairman’s Award Winner Connected to Ambassador Banquet and Conference Center Penthouse Suites and King Whirlpool Suites Available New High Speed Internet Available All Rooms Have: Irons, Ironing Boards, Coffee Makers/Hairdryers 27” televisions with over 60 cable stations Most Rooms have Jacuzzis Courtyard Café Open For Breakfast and Dinner Pauline’s Lounge Fitness Room Indoor Pool/Children’s Pool/Whirlpool/ Sauna In Room Movies Available Take Out Available From Damon’s /Quaker Steak And Applebee’s
Comfort Inn Features Gold Award Winner Newly Remodeled Hotel Adjacent to Splash Lagoon Jacuzzi Suites Available All Rooms Have: Irons, Ironing Boards, Coffee Makers Hairdryers 27” televisions with over 60 cable stations Deluxe Continental Breakfast Fitness Room Indoor Pool and Whirlpool In Room Movies Available Take Out Available From Damon’s /Quaker Steak And Applebee’s Econo Lodge Features Gold Award Winner Newly Remodeled Hotel Adjacent to Splash Lagoon Jacuzzi Suites Available All Rooms Have Irons, Ironing Boards, Hairdryers Indoor Pool/Whirlpool Deluxe Continental Breakfast 27” Televisions with over 60 cable stations Fitness Room In Room Movies Available Take Out Available From Damon’s /Quaker Steak And Applebee’s Motel 6 Features Indoor Pool / Sauna Fitness Area In Room Pay Per View Movies Take Out Available From Damon’s /Quaker Steak And Applebee’s 25” Televisions with over 60 cable stations Guest Laundry Truck Parking Pets Allowed Days Inn Features Updated Rooms All Rooms Have: Irons, Ironing Boards, Coffee Makers Hairdryers Fitness Room Out Door Heated Pool Take Out Available From Damon’s /Quaker Steak And Applebee’s
Scott Enterprises Front Desk Training Seminar Customer Service Exercise #1 It is 9:15 p.m. on a Friday night and you are at a 70% occupancy with rooms available. Your rack rate is $89.99 for two doubles. A walk in guest walks in to your hotel and asks if you have rooms available. What do you first say to the guest? The guest then states that they are going to go and check with their spouse, what should you say then? The same situation as above but it is 9:30 a.m. in the morning?
Scott Enterprises Front Desk Training Seminar Customer Service Exercise #2 It is noon on a Tuesday and you have someone on the telephone wanting to know if you have rooms available on Friday Night and what the rate would be. What do you say to the guest on the telephone? The guest then proceeds to once again ask about the rate, and you quote the rate. (you have 30% of your rooms available at the time). The guest then says that he was just checking around. What should you say at that point?
Scott Enterprises Front Desk Training Seminar Customer Service Exercise #3 A guest calls you and is booking a room. The guest tells you that they are coming to Erie to go to that new water park called Splash Mountain? What should you do?
Scott Enterprises Front Desk Training Seminar Customer Service Exercise #4 A guest walks in and asks you if you have any rooms available. It has been a very busy night and you only have 3 rooms left. You quote the guest your room type and rate, and the guest responds by telling you he can stay at a hotel across the street for ½ the price what should you do?
Erie: Motel 6 Erie: "great value" Date: June 15, 2004 Reviewer: A TripAdvisor User, Newport, VT The Motel 6 on Peach St in Erie is a great value. I did not have an advance reservation and got the last available room on a Saturday night. I was surprised at how welcoming and clean the motel was. The rooms are not fancy but nice. (Bring your hairdryer!) The hallways and lobby were also very clean. This is a great location, the indoor waterpark is almost next door, the mall is right down the street. There are several restaurants right in the area, try Brusters for ice cream! If I ever travel to Erie again, I will plan to stay at this motel Erie: Econo Lodge: "Novel" Date: June 27, 2004 Reviewer: A TripAdvisor User, Nottingham England Compare prices with: We stayed here on our trip across America specifically to go to the water park and were dissapointed to find it closed on Tuesdays and Wednesdays. None the less we found the staff extremely helpful even keeping the gym open after hours for us! the pool was lovely and clean but after swimming in the huge very warm jacuzzi the pool was a little too cold. The room and the bathroom were clean and the hole between the hot tub and the bedroom was novel to say the least! The breakfast included in the price was the best of the 20+ motels we stayed in during our trip. All in all this was very good value for money and i would recommend it to anyone passing through. Erie: Econo Lodge: "Great stay..recommended!" Date: November 11, 2003 Reviewer: A TripAdvisor User, Pittsburgh, PA Compare prices with: Cleanest pool and hot tub I have ever seen. The hot tub was huge, the room was clean, the staff was great! If you have an Entertainment book it will save you some money, they offer a discount. The place is across the street from the indoor water park, the kids will love it. It's next door to a convienence store....real convienent. Plan to go back in the winter to get a package deal with the water park. It's not what you think of an EconoLodge in years past, would go back without question Erie: Econo Lodge: "little high $ but stay was good" Date: June 28, 2004 Reviewer: A TripAdvisor User, lebanon, pa Compare prices with: stay was overall better tahn expected but was quite costly. 2 nite almost 250.00. pool clean but a bit small and out-dated but hot tub made up for that. fitness room could have been bigger but was mostly electronic and informative. room was much better than most econo lodge rooms as far as clean, and extras. staff was friendly but did come in our room when we had the do not disturb sign on door so i wouldnt leave anything of value when you leave for the day. location is great, splash lagoon across street, country fair next door, bob evans across the street, tons of restuarants near by and large mall about mile away. follow peach street right to the marina about 5 miles away. continental breakfast is lame and your better off at bob evans. i can see how it is an award winning hotel because it was a pleasant stay but it does need some up-grades that you would think you would see for what you pay per nite.
Erie: Comfort Inn: "Great place to stay" Date: November 10, 2003 Reviewer: A TripAdvisor User, Pittsburgh, PA Compare prices with: Have stayed there a dozen times for both buisiness and with my family. The rooms are clean, the pool is great, the staff was good too. Would stay there again without question. Erie: Residence Inn Erie: "great hotel" Date: April 23, 2003 Reviewer: A TripAdvisor User, NY Compare prices with: I've stayed at this hotel many times for business and pleasure. It's centrally located -- near restaurants, shopping, and close to the thruway. Very nice staff and rooms. It's my #1 choice for Erie and vicinity. Erie: Holiday Inn Express Erie (Summit Township): "Huge Room" Date: February 5, 2004 Reviewer: A TripAdvisor User, Buffalo,NY Compare prices with: We stayed here 1/22/04 for one night. We had a standard room/suite. It was HUGE!! We had booked this room as part of the Splash Lagoon package. We found our room to be clean and quiet!! The beds were actually comfortable, hard to find at a hotel!! We will definetly stay again!!
Front Desk Quiz 1.) Name the hotels that are owned and operated by Scott Enterprises? 2.) Name the current restaurants that are owned and operated by Scott Enterprises? 3.) Name the two new restaurants that will open soon and be owned and operated by Scott Enterprises? 4.) What restaurants deliver to the Erie hotels? Meadville Hotel? 5.) How many rings should you answer the telephone in? 6.) Before Rate always mention _____________ first? 7.) What Three Things Do You Ask Every Caller? 8.) Where do you refer a sports team inquiring about staying at your hotel? 9.) When dealing with a walk in, what should you look at to determine how low you can go on rate for that evening? 10.) What hotels offer free high speed internet? 11.) What days of the week is Splash Lagoon Open next week?