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The Art of Selling
The art of selling in hotels
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The eighth manual in the series promoted by PromoVeneto focuses on the issue of selling in the hotel industry.
A practical and useful guide, demonstrating how managers and receptionists can perfect their ability and acquire skills in order to successfully sell hotel products and services.
In Italy the subject has been widely dealt with in the commodities and convenience goods sector, but not in the field of hotel accommodation, which by its nature offers a particular kind of product and service (intangible and which can easily deteriorate). For this reason selling in this sector requires different skills and abilities as compared to other areas.
Starting from an analysis of the peculiarities of the hotel product, the manual deals with the crucial aspects in the art of selling.
A lack of awareness of their role as salesmen and the acquiring of adequate knowledge and technical skills: this is the first hurdle that the manual proposes to overcome, giving a concrete and innovative vision of selling as an art, not simply the fruit of innate qualities, but a combination of communications skills, observation and listening, analysis of other people and awareness of sales techniques.
The able salesman, who in the hotel is mainly represented by the receptionist and the manager, is thus a person who has an active and creative approach to the client, succeeding in understanding and anticipating his needs and satisfying them, thus arriving at a satisfactory conclusion both for the guest, who displays his satisfaction, and for the hotel, which proposed the product/service.
In the light of these considerations the figure of the salesman would thus appear to be essential if the hotel wishes to acquire new clients, continuing to satisfy their usual guests and increasing the profits of the business.
All the employees in contact with guests can contribute towards achieving this result, albeit to a different extent: being professional, offering a high quality service and having a constructive, rather than passive attitude, are all elements which help the hotel to acquire new clients and increase sales in the various areas.
Like the other seven manuals, ‘L'Arte della Vendita’ comes under the project "Marchio di Qualità delle imprese alberghiere" (Quality Trademark for Hotels) in Veneto, an initiative established to safeguard the needs and expectations of the tourist, through checking of quality standards in accommodation facilities in the region. |
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