TAILIEUCHUNG - Lecture Hotel management and operations (5th Edition): Chapter 7.6 - Michael J. O'Fallon, Denney G. Rutherford

Arnaldo vividly remembers his first and last contacts with a concierge. First contact – Not knowing the correct term, he would simply have called him “the Supe”, or building superintendent. He was unshaven and less than tidy. His uniform du jour was a undershirt, a stick of Gauloises (French cigarettes) in one hand, and a glass of cheap Beaujolais in the other. | Hotel Sales Organization and Operations Margaret Shaw and Susan V. Morris Copyright © 2011 by John Wiley & Sons, Inc. All rights reserved Sales and Marketing Sales and marketing are related concepts. Sales flow from marketing. Primary focus of sales is on the communication aspect of marketing. It involves direct personal selling to potential customers that you and your organization have the right product, in the right place, at the right time, and at the right price. Copyright © 2011 by John Wiley & Sons, Inc. All rights reserved Sales and Marketing Cont. Marketing – Is getting and keeping the customer. Is the development and delivery of a successful product (., a satisfied customer). Selling – Understanding the needs of the buyer. Communicating effectively how the product and service will fulfill the buyers needs. Successfully delivering the product and service. Copyright © 2011 by John Wiley & Sons, Inc. All rights reserved Sales and Operations Sales is the critical link between marketing and operations. It is the role of sales to bridge the gap between marketing and operations. Professional sales managers are responsible for: Prospecting Making contacts Establishing relationships with clients Uncovering the clients specific needs and desires A simple thank you can result in repeat guests. Copyright © 2011 by John Wiley & Sons, Inc. All rights reserved Sales and Operations Cont. All client-contact personnel of a hospitality organization perform personal selling either consciously or unconsciously. A well-trained and motivated employee that understands how a hotel works is key to successful selling. Copyright © 2011 by John Wiley & Sons, Inc. All rights reserved Sales and Operations Cont. How services differ from products. Four distinguishing characteristics: Perishability – refers to the short shelf life of the hospitality product. Simultaneity – means that production and consumption occur at the same time. Heterogeneity – refers to the variability of service

• Du lịch
• Hotel management
• Hotel operations
• Hotel management and operations
• Hotel management system
• Hospitality industry
• Hotel Sales Organization
• Hotel performance
• Hotel organization structure
• Hotel general manager’s job
• Hotel lobby
• Hotel engineering function
• Contemporary hotel catering
• Hotel pricing
• Final year hotel management students
• Hotel Management Graduates
• Human capital requirement
• Multinational hotel companies
• Hotel management institutes
• Yield management
• Revenue management
• Beverage management
• Resort spas
• On line pricing
• Lodging industry
• Resort spas
• Organizational design
• Grooming future hospitality leaders
• General managers