Sample Suggestions & Feedback

#4 After uncovering the caller’s wants and needs, the manager will want to take the initiative in presenting his hotel rather than just responding to Caller's queries. This will allow him to showcase his hotel's many features and "sell" the hotel in a manner that conveys his excitement in and knowledge of the property.

**Was able to knowledgeably describe and discuss the features upon request

#1 When faced with a question regarding the hotel's (parking, guest rooms, meeting space, recent renovation, etc.), the manager seemed unsure of how to respond. To build confidence in the manager's abilities, we suggest he become familiar with the features offered. #2 Manager appeared unsure of how to answer the caller's question on (parking, guest rooms, meeting space, recent renovation, etc.). For the future, he will be more apt to gain the caller's confidence in his ability to create a successful program if he is well versed in the hotel's amenities.

**Sold benefits as well as features

#1 To set the manager’s hotel apart from the competition, the manager will want to incorporate benefit statements throughout the presentation. This helps “sell versus tell” the caller why the hotel would be the best hotel for their (event, function, travel). #2 We recommend that when offering a presentation, the manager utilize benefit statements throughout the presentation. This will make the presentation more effective, and more interesting to the caller. #3 In order to make the presentation as effective as possible, it is suggested that the manager use benefit statements when presenting the hotel’s features. The caller is then “sold” on how the hotel can accommodate their specific wants and needs.

#4 By presenting not only features, but also benefits, the manager will be more successful in convincing the caller to buy.

#5 When the manager presents the hotel’s features to the caller, we recommend that he link the features to how they will benefit the client. When the caller sees how the hotel’s features satisfy their requirements, they may be more easily sold on choosing their property.

**Presented the hotel vs. simply quoting pricing and availability: If a score of Poor, Average or Good

#1 Manager may have only one personal interaction with the caller and it is suggested he use this call to discuss the many features the hotel has to offer. This could include a discussion of the (meeting space, guest room amenities, hotel location, overall ambiance, onsite dining, business center hours, nearby attractions, etc.). When a caller learns about the many hotel features, she is more likely to consider booking her business there. #2 Though Manager mentioned a few of the hotel's features, we encourage him to take time to relay additional features of interest to the caller including (meeting space, guest room amenities, hotel location, overall ambiance, onsite dining, business center hours, nearby attractions, etc.). Doing so gives the caller a well rounded picture of all the hotel has to offer.

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