Reservation Sales

|Reservation Sales
1 08, 2018

Secondary Closing Techniques For Securing More Sales

2018-08-15T14:06:18+00:00Reservation Sales|

In last month’s blog for Track Hospitality Software, I addressed four primary closing techniques.  Of course despite our best efforts, callers will sometimes resist our first attempt to secure the sale.  Although this happens at all types of hotels, it seems to be even more likely to happen at resorts and other lodging companies that cater to the vacation market. I believe this is because leisure guests are the most emotionally invested in their planning process, and also because they tend to book for multiple parties, larger accommodations, and possibly more than one decision maker. With TRACK Pulse, you can [...]

22 06, 2018

Four Primary Closing Techniques For Securing More Sales

2018-06-22T14:08:45+00:00Reservation Sales|

If you’re like most resorts in North America, the peak summer vacation season is in full bloom now that summer is upon us.  Although most guests have booked in advance, the reservations team’s success at securing those last few bookings to fill-in the gaps and top-off occupancy has a huge impact on annual revenues.  Therefore, it’s a wonderful time now that demand is the strongest to do a refresher training covering the basics of how secure the sale.   Yet before we review the actual primary and secondary closing techniques, it’s important to remind reservations colleagues that securing the sale [...]

1 05, 2018

How To Sell High Season Rates And Last Available Accommodations

2018-05-01T21:39:21+00:00Reservation Sales|

Although it’s only early May, callers are already dreaming about their summer vacation plans.  Summer camp schedules are now getting confirmed and time off from work is being requested by families everywhere.  The next stage of the process is the time for mom and dad, grandmother and grandfather, or maybe the leader of the friends getaway, to start shopping for a place to stay.  Most of them will start by searching online, but many will pick up the phone and ask to speak directly to an on-site, in-house expert. On the other side of these phone calls is you, the [...]

19 04, 2018

12 Tips for Improving Communication Across Every Channel

2018-08-07T22:39:15+00:00Reservation Sales, Staffing|

To boost reservations and grow your property business this year, you have to master the art of communication. In the past, communicating with customers was much simpler: it usually happened through one or two offline channels. Things are different today. Now instead of selling to travelers primarily over the phone, through the mail, or in person, you also have to successfully engage with them across a myriad of digital channels too. But here’s the problem: you can’t communicate with leads and customers in the same way across all your channels. To be effective, you have to know how to adjust [...]

4 04, 2018

What to Do When Your Agents Aren’t Hitting Their Goals

2018-04-04T20:18:15+00:00Reservation Sales|

To grow your property business in 2018 and beyond, you need a winning team at your side. You need reservation agents who can ask the right questions, nurture the right leads, and consistently hit their numbers week after week. But what happens when your agents aren’t hitting the aggressive goals you need them to hit in order to sustain your business, serve your customers, and boost profits each month? How do you approach communicating with your team, getting to the root of problem, and developing actionable solutions that can get people back on track? Here are 7 ideas that you [...]

14 02, 2018

Speak sllooowwwwly to Overcome the Objection: “I have to check with…”

2018-02-14T16:06:09+00:00Reservation Sales|

Most lodging industry reservations agents have been trained to try close the sale, which is best attempted right after rates are quoted. (Assuming that you have engaged the caller in a conversation, answered their specific questions, and sold the overall experience, as we have addressed in previous blogs and webinars.)  Likewise, most agents have also been trained to try to overcome resistance from those callers who express that they are hesitant to commit with statement such as: “I’ll have to check with my wife (or husband) first.” Or “I need to book my flights.” Or “I need to check with [...]

16 01, 2018

Eliminating Crutch Words and Slang From Your Reservations Conversations

2018-01-16T22:10:37+00:00Reservation Sales|

When supervisors and managers listen in to phone calls recorded with the TRACK Pulse system, the most common concern is whether reservations sales agents are using sales skills such as listening, asking investigative questions, selling personalized benefits and of course closing the sale.  However, we should also be looking to eliminate the habit which so many agents still have, which is to use crutch words, slang and colloquialisms.   Based on the conversations I hear from our KTN clients who have TRACK Pulse, there’s an awful lot of “and-ah” sellers out there! For example, “Tell you about the hotel? Sure! [...]

7 12, 2017

New Article/Webinar from TRACK Partner Doug Kennedy

2017-12-07T21:13:53+00:00Reservation Sales|

Track Hospitality Software (TRACK) partner Doug Kennedy, president of Kennedy Training Network (KTN), continues to expand his influence in the hotel industry. The KTN president is one of the lodging industry’s leading experts in reservations sales, having conducted training for top tier companies for over two decades. Kennedy’s most recent article, Trends in Reservations Inquiry Call Volumes: Is There More to the Numbers? has been published in seven lodging publications. The article details what more to look at in regards to reservation inquiry call volume besides just comparing year to date numbers. Some of the factors to consider in regards [...]

6 11, 2017

How To Close More Sales From Inbound Email Inquiries

2017-11-06T22:07:33+00:00Digital Marketing, Email, Reservation Sales|

Despite how great our websites are, and how prominently we post our 800-numbers, there are always those guests who prefer to inquire via email. Of course many of these come over from partner “listing” websites, but quite a few come directly from guests who find our email addresses from our website or who fill out a contact us form. Too many reservations sales agents in the resort and vacation rental market view inbound email inquiries as an interruption. Instead, we should celebrate those days when we have an extraordinary number of inquiries. Actually, managers and leaders should be doing all [...]

19 10, 2017

8 Ways to Drive More Word-of-Mouth for Your Property

2017-10-19T17:59:26+00:00Reservation Sales|

As the end of the year quickly approaches, many property managers are spending time reflecting on what went well, what didn’t go so well, and what changes need to be made next year in order to drive more reservations and hit new revenue goals. In 2018, the property managers that will ultimately be successful in continuing to sustain and grow their businesses are the ones who know how to find, attract, and engage with their target audience online. If you want to improve property awareness, drive more word-of-mouth online, and connect with and convert more travelers in 2018, consider baking [...]