Role play activity

18. Role play the situation.

Student A

You are a tour operator. Before making a contract you are going to interview a hotel manager to see if the hotel meets your company’s requirements. Read the extract below, then decide exactly what requirements your company needs.

Student В

You are a hotel manager. Read the extract below and decide exactly what facilities you have to offer in your hotel. See if they meet the tour operator’s requirements.

The hotels

In addition to operators spelling out their exact requirements in terms of rooms - required numbers of singles, doubles, twins; with or without private facilities; whether with balconies or sea view; and with what catering provision, e.g. rooms only with breakfast, half board or full board - they must also clarify a number of other issues. These include:

• reservations and registration procedures (including issue of any vouchers);

• accommodation requirements for any representatives or couriers (usually provided free);

• handling procedures and fees charged for porterage;

• special facilities available or needed, such as catering for handicapped customers, or special catering requirements (kosher, vegetarian, etc.);

• languages spoken by hotel staff;

• systems of payment by guests for drinks or other extras;

• reassurance on suitable fire and safety precautions;

• if appropriate, suitable space for a representative's desk and notice board.

It is also as well to check the availability of alternative hotel accommodation of a comparable standard in the event of over­booking.

Ancillary services

Similar negotiations will take place with locally-based incoming operators and coach companies to provide the coach transfers between airport and hotels and any optional excursions. Car hire companies may also be approached to negotiate commission rates on sales.

Negotiations

Reading

18. Tour operators and hotels have to hold detailed discussions before signing contracts. During these discussions the parties must try to negotiate the best deal. You are going to read an article on how to negotiate successfully.

The art of successful negotiation

Are you satisfied with the way you handled that last set of negotiations? Couldn’t you have done just a little bit better? Are you letting down your company – and yourself? This list of helpful hints may allow you to come away from your next negotiation with a greater sense of achievement.

Preparation

Being prepared is the most important thing. If you haven’t had time to prepare properly, then cancel the meeting – you’ll be wasting your time.

1. Make sure you know the arrangements – the time and the place.

2. Set aside enough time for the meeting.

3. Have a clear set of objectives: what you really want to achieve. List your secondary objectives. What is the minimum position you are prepared to accept?

4. Take what you need – documents, materials, people.

5. Dress appropriately. ‘Power-dressing’ may help, but it’s more important to dress so that you feel comfortable and confident.

6. If you are hosting the negotiation, then think carefully about the arrangement of the room and the layout of the furniture.