Добавил:
Upload Опубликованный материал нарушает ваши авторские права? Сообщите нам.
Вуз: Предмет: Файл:
Hotel Front Office Management, 5th edition.pdf
Скачиваний:
575
Добавлен:
02.04.2015
Размер:
8.44 Mб
Скачать

382 C H A P T E R 1 3 P R O M O T I N G I N - H O U S E S A L E S

Mayo

a supervisor of the department each require different motivational strategies. Someone who works to maintain social relationships is not concerned with an additional 50 cents per hour; this person might be more motivated by knowing he or she can work the holiday shift. The person who is moonlighting is not motivated by health insurance benefits if his or her primary job provides that benefit. An additional 50 cents per hour, however, will motivate this person, as will the assurance of a specified number of scheduled work hours. The person working toward a supervisory position is not motivated by a better work schedule but rather the chance to be trained in all front office jobs or the opportunity to sit in on a general staff meeting.

Mayo’s work in recognizing the efforts of the individual gives the front office manager the opportunity to explore the connections among communication, satisfaction, and cost savings. A few words of encouragement about continuing to do a good job, an expression of personal concern about the employee’s family or close friends, or recognition of an outstanding performance makes the employee feel special, even in a large hotel.

Herzberg

Herzberg offers the supervisor a different approach to motivation. He claims that the chance for self-actualization—personal growth and fulfillment—improves performance. While the employee needs an adequate salary, job security, benefits, and the like, these are expected to be present in the job. Anything less than what is expected causes dissatisfaction. Applying this theory requires the supervisor to analyze both the hygiene factors of a job and the opportunities for self-actualization it allows. What is the hotel providing that should be appreciated but is not? Why doesn’t the company picnic or holiday party get the group together? The answers to these questions are at the crux of employee motivation.

Training Programs for a Point-of-sale Front Office

Another supportive concept to consider during the brainstorming part of planning is the training required to allow the successful delivery of sales techniques.

Train in Sales Skills

It is not safe to assume that all front office personnel are born salespeople; indeed, it is probably safer to assume no one is a born salesperson. The fear of rejection or of intruding on others when pitching a sale is far too real for many people. The front office manager must reduce this negative perception of sales by training and encouraging the staff; otherwise, the program is doomed to failure. The objective of training is to develop and teach employees methods to use to promote various profit centers of the hotel.

T R A I N I N G P R O G R A M S F O R A P O I N T- O F - S A L E F R O N T O F F I C E 383

Develop an Attitude of Presenting Opportunities

The job of selling is more attractive if employees believe they are presenting opportunities to the guest. Front desk personnel who believe their suggestions are intended primarily to improve the guest’s visit feel more comfortable with the idea of selling. Confidence in selling develops if the point-of-sale program is introduced gradually, promotion by promotion, giving employees a chance to try out various techniques. Incentive programs strengthen employees’ commitment.

Let Employees Experience Hotel Services

An often overlooked but effective practice is to allow front office employees to experience the services and products they sell. Familiarity with and appreciation for the chef’s specials, the luxury of an upgraded room, the equipment in the health club, the new merchandise in the gift shop, and the personal assistance provided by the concierge enable the employee to promote these areas knowledgeably and enthusiastically. Training concepts for each of the areas listed in the promotion target outline must be detailed. It is not sufficient simply to tell a front desk clerk to sell a higher-priced room to a guest with a reservation during registration. Employees should receive suggestions on what to say and when to say it; timing is an important part of the sales opportunity.

Use Role-Playing to Create Your Own Training Video

Using the video techniques discussed in chapter 12, such as taping role-playing episodes of the desk clerks promoting hotel products and services within the hotel to the guest,

F I G U R E 1 3 - 2

Planning the taping of a training session will assist in developing

a unique aid. Photo courtesy of iStockphoto.com.

Соседние файлы в предмете [НЕСОРТИРОВАННОЕ]