13. Capture those company names.
This is one of the biggest problems I come up against with underperforming hotels: Missing company names for in-house or arriving guests. Excuse me, but I've been doing this for a while, and I would like to know how you think you are going to find out what companies are staying at your competition and steal their business away if you don't even know who is staying at your OWN hotel?
Now, take a deep breathe. It's okay. It is not just your responsibility as a salesperson, you need help on this one. First, your reservations department needs to be asking if the guests are traveling on business and if so, what's their company's name. Second, your Front Desk needs to be the second line of defense and ask the same question. You come third, so I ask you: Are you reading your arrivals and in-house guest list EVERY DAY? If not, start doing it now.
There will be whining and excuses to having to do extra work:
Yeah, but our guests are mostly leisure.
Yeah, but our guests don't want to share their company names.
Yeah, but our agents are already busy and adding questions just adds time to check-in.
Those are excuses. If no one takes time to collect company names, everyone will be really sorry when they are sitting empty and wondering who all your guests were. I say take time, but I mean make time.
Need a script on how to qualifying company names without making a big stink? Try this out:
Mr. Guest, are you traveling on business or pleasure? Business? Ok, thanks. You know, sometimes our hotel has negotiated rates with certain businesses -- can I get the name and see if you are eligible for a discount? I don't see that you are at this time, but if you like, I can ask a salesperson to look into it further or give you a call, would you like that?
Everyone should be a salesperson.
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