Archive for the ‘Sales & Marketing’ Category

Economic Analysis: Weathering the Storm: Tom’s Take

Friday, April 23rd, 2010

Was just reading that 61% of US Government expenses are covered by the taxes the government collects. Other 39% has to be borrowed.

The Congressional Budget Office (CBO) has already forecast a 4.5% deficit to GDP for the next 10 years.

Meanwhile, the government continues to spend money we don’t have on programs that will never increase real tax revenues or the size of the taxpayer base. In the last 50 years the federal government has made no real attempt to solve the above deficit problems long term.

So what does it mean for hotel business as we look “down the road?”

One persons problem is another persons opportunity.

As the government gets bigger and bigger obviously there will be more business from governmental agencies. Equally important will be all the companies calling on various government agencies either to sell to, or get something from the government. Then there will be all the companies who call on the government who are just trying to get a piece of the action.

Historically, “insiders” have gained the most from swings in governmental spending. That’s why there are so many lobbyists trying to influence governmental agencies. Yes, they are trying to influence policy, but more important is having advanced information that can benefit them.

How do you become a government insider?

Knowledge is power.

Who in your community will benefit from the government taking a more active role in our economy? How much do you know about those entities? How can you learn more?

Even if your business is in a small town there are businesses and organizations that work closely with various business organizations. Be sure you know who they are and have a plan on how to increase your business from those organizations. They are going to have needs for hotel rooms, create group business, and have a need for recreational programs. They can benefit hotels that specialize in transient business or group business, and they can benefit resorts.

What’s the best way to tap into this buisness?

Use the Internet.

Create a social media campaign using email to reach out to organizations for each market segment you are interested in.

When thinking social media we immediately think of Twitter and Facebook. Instead, create your own social media network and let it expand based on people who are interested in what you are offering.

Have a monthly email that appeals to a highly targeted group of your customers. Ask them to subscribe and to share your emails with others they know who would be interested. By appealing to a highly specific group of customers it becomes very easy to write to them. It’s much easier to write for a narrow market. As soon as we try to write information that will appeal to a mass market we have to spend a long time carefully thinking about the market we are trying to appeal to.

This blog is written first for the hotel industry and secondly has some applications to the overall hospitality industry. Were I to write this for a much broader audience I would have to write much longer blog articles and use lot more examples, and I could not be as specific. I have a great deal of admiration for people who have the ability to cogently write for large mass audiences.

Break your marketing emails down to as small a market segment as you can. This will enable you to exchange information and feedback that is highly targeted to the needs of the specific segment. Your goal is to increase your business from that segment by 10% each year. Will you always hit the goal? Probably not, but having an aggressive revenue goal will keep your monthly emails highly targeted.

Share what’s working for your hotel. We are all peers, very, very few of us are really competitors.

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Economic Analysis: Plan Now to Profit from Coming Oil Shortage

Wednesday, April 21st, 2010

U.S. Military is warning that by 2010, surplus oil production could completely disappear. By 2015 the oil shortage could be 10 million barrels per day.

Obviously shortages of that nature would have severe impact on business for hotel/resort/conference center industries. It will even spill over to restaurants. China has hundreds of millions who will have economic capability to buy cars over the next few years. It is projected they could absorb any excess capacity. India’s consumption of oil is greatly increasing.

Whether the above time frames are exactly right, all businesses that plan on being around 2-5 years from now, need to evaluate how to expand their business if oil and gasoline shortages get severe.

There’s Opportunity Here!

Resorts that are close to cities stand to benefit from this. Resorts that are farther away have opportunity to develop business alliances with tour operators and mass transit providers. Developing that business will take time, so get started. At the very least you will be developing additional business.

Suburban hotels will benefit from those businesses and citizens that are close to them. But they too will need to develop some alternative means of transportation. Hotel shuttles will need to be expanded, or the hotels will need to tie in with mass transit providers. Mass transit providers will probably also get into the charter business to optimize fleet usage.

Hotels and restaurants will have more opportunities to work together.

We know the amount of oil is limited. We also know that alternative fuels can only meet a small percentage of the worlds demand. New technologies to solve energy problems are years away from mass commercial applications.

Progressive hotel owners, General Managers, and other executives are starting to evaluate where they are going to get their business several years from now. The population of the world will double in the next 50 years. Executives who will be most in demand are those who pay attention to trends and identify how those trends can benefit their business.

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Economic Analysis: Uncertainty Can Be Good News: Tom’s Take

Wednesday, April 21st, 2010

Robert Frost said, “In 3 words I can sum up everything I have learned about life. It goes on.”

Friday I was reading that crisis in Greece continues to worry investors. RE market seems to have turned the corner in the US. Next article said RE market remains weak. Meantime, volcanic eruption in Iceland has royally screwed up airline flights. To point UK has sent ships to pick up stranded citizens in the Baltic. Stock market rallied. Wait a minute, it dropped Friday on news of yet another scandal.

What the heck (alright I tamed that down) does all of this mean? How do we make it work for our businesses?

The more I read the less I know. If I don’t like one analysis I can read a little more and get the opposite analysis. Economics has always been more art than science. Yet, people, or at least the media seem to be dwelling on economic predictions more than ever.

“At first I was uncertain, now I’m not so sure.” Anonymous

Those of us in business need to be aware of what’s going on in the world. But then move forward without relying too much on what’s going on. Another quote I like, “There’s nothing wrong with looking back, just don’t stare.”

There are certain things we know.

The world knows that natural resources are depleting and the population is exploding. Likewise, each of us should know what is going on in each of the communities we do business in. Which businesses are growing and which are contracting. But do we?

I was recently talking to a VP Operations who has been asking their hotel management teams:

  • When was the last time the GM’s asked their teams, specifically, which local businesses were growing or poised for growth? When was the last time the sales team visited those businesses to learn what their needs were?
  • When was the last time they attended Chamber of Commerce Meeting? Met with the local CVB? Had lunch with their peers from other hotels? Attended a Rotary or Kiwanis meeting? Were involved in another civic activity?

This VP was worried that the teams were concentrating on today’s business to the exclusion of future business. The VP was right. The GM’s had not been asking the first question. Attending a staff meeting it was quickly apparent Department heads were not getting into the community to learn what was coming. Most of the Department heads belonged to one or more organizations, but they rarely attended meetings.

Action Plan

Hotels had their sales teams calling on known accounts and local businesses. Department heads had to attend at least one civic function a month. By dividing up civic organizations, each hotel assured attendance at majority of meetings and functions. Things that should have been happening all along, but in the effort to get immediate business, things that were not being done systematically.

Results

First month hotel picked up 4 additional catering functions. Booked 3 small meetings for the next month. All a result of sales team calling on businesses they added to their list of prospects. Attendance at civic functions and meetings resulted in booking 3 wedding receptions, an anniversary party, role out party for expansion at local business, and events for 3 new businesses that were opening within 3 months. Plus over 20 leads for other business functions with potential for over 300 room nights.

VP’s prodding reminded Department heads they were all responsible for sales for their hotel.

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Silver Lining in Residential Foreclosure Market: Tom’s Take

Tuesday, April 20th, 2010

Home foreclosures first quarter are 35% higher than in 2009. Appears the nation is on track for 1 million foreclosures in 2010.

How can there be a silver lining in that? There certainly isn’t for the people displaced. But for those in businesses that benefit from meetings those foreclosures represent opportunities.

Financial institutions are increasing meetings as they look for ways to divest these assets. Whether it’s meeting with a group of realtors, or potential investors, or companies to handle advertising, maintenance on the assets, etc.

There is plenty of money available to invest. So far, major investment groups have been watching for commercial assets. Commercial Backed Mortgage Securities (CBMS) hold many, if not most of the desirable commercial real estate assets. CBMS are very, very complex. They normally cover a number of assets, so unraveling them and preparing individual assets for sale takes a long time.

I doubt the groups with large cash holdings will be interested in residential real estate. However, some of the smaller groups may decide they can pick up groups of homes, rent them out, and then sell them in several years when real estate market conditions improve.

What businesses may have needs for your hotels? Mortgage companies, residential real estate companies, landscape and home maintenance companies, insurance companies, security companies, CPA’s, small and mid-sized banks and financial institutions. Call on them to see what their needs are. Listen and get creative in ways to gain business from them.

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Tom’s Take: Innovations for Second Quarter

Thursday, April 8th, 2010

Yesterday in Business is Better, Closing In On Good, But Not Great “http://www.securemploy.com/blog/2010/04/07/business-is-better-closing-in-on-good-but-not-great/” I indicated that most companies we have talked to did slightly better than planned for the first quarter. Some felt they were overly conservative in their projections. Others felt they didn’t get as big a “share” as they wanted. Etc. Bottom line: many companies are not as happy about first quarter as they should be. Congratulate yourself if you achieved NOP!

Innovative Thinking for Second Quarter.

Had a delightful conversation with a progressive thinking VP Sales & Marketing early this week. He really got me thinking. I asked if I could share his ideas. He agreed.

He introduced me to:

Zero Based Marketing & Sales Projections Increase Revenues 11%

All of us are familiar with Zero Based budgeting that was all the rage a few years ago. (Incidentally, a number of progressive management companies are still using the concept and seem to be beating the industry profit averages by 5-7% every year.)

This VP sits down with sales teams at each hotel, every quarter. They analyze all the booked business. What has been booked. At what rate. What additional services/products were added to the sale. What F&B is included. Then they go through a check list of 97 things they can offer to any group or guest to identify what they did not sell. Now they re-analyze each piece of business to identify how to get additional revenue from the group.

They have been doing this for 9 months. On average they have increased revenue from existing bookings by 11%.

The VP takes this a step farther. Before each sales call the sales person studies the list of 97 items that can be sold and charged. Which will benefit this group or corporate account the most. They look at what will provide the most benefit to the customer. Not what will give the hotel the greatest profit margin. This VP understands the key to sustained long-term profits is to keep all the accounts. VP knows that only happens if you meet the clients needs first.

Can It Really Be This Simple?

VP Sales and Marketing said they learned early that they always left money on the table. Sales people are trained to close the sale. It’s tough to be in the middle of that process and remember everything you can sell. By analyzing what was missed, from the customers perspective, they can go back to the customer and help the customer better meet their needs.

I asked if the customer always “traded up.” The answer? “Almost always, but typically at a fraction of what we suggest.” It’s easy to identify ways a customer can significantly increase their results by spending 20% more. That’s rarely in the budget. “Customers always appreciate our suggestions, even when they don’t use them. They appreciate our thinking about their business. By concentrating on how our suggestions will benefit them, they “get” that we are not just trying to re-negotiate the deal.

Sweetening the deal.

Once in a while, the customer just can’t add anything. Before we make our suggestions the sales team at the property has identified 1-2 things they would be willing to “throw into the existing deal” to improve things for the customer. These customers are blown away by our offer. It stops them cold if they were thinking we were just trying to renegotiate after the deal was signed.

The Best Part-90% Re-bookings.

That’s right. This company has re-booked 90% of the business that has been exposed to the above. “Customer loyalty is the name of the game for any business. I always remind our teams that it’s easier to get additional dollars from existing customers than to find new customers. We all know it. In our zeal for additional business, I found we were pushing our sales teams so hard they were not giving our existing customers the attention they deserved.”

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Tom’s Take: What Do Transient Guests Want?

Saturday, April 3rd, 2010

We all assume we know what our guests desire when they stay with us. Do you really know or are you assuming you know?

Do you need more or less amenities?

Some hotels and companies do an excellent job surveying their guests. These hotels have advance knowledge on their customers changing tastes.

When was the last time you surveyed your guests when they checked in or out?

Start by giving guests a 4″ x 6″ card at check in that asks: Please indicate the 3 things we can do to make your stay enjoyable. Then have 3 lines. At bottom ask them if they would like you to remember these for their next visit. If so please enter their name and email address.

At check out give them a second 4″ x 6″ card asking them to list the 5 most important amenities you can offer. At bottom ask them if they would like you to remember these for their next visit. If so please enter their name and email address.

Giving guests blank cards enables them to tell you exactly what is most important to them. After the guest has left have your front desk staff indicate on the card whether the guest is traveling on business or pleasure. If possible identify the business the guest is in.

Several hotels are starting to survey their customers each time they check in. The hotels have developed follow-up mini-surveys for repeat customers. Better service starts by understanding each of our guests. The above program cost is typically less than $25 per month. If you don’t have the ability to print on 4″ x 6″ card stock, then use 8 1/2″ x 11″ 28 pound paper stock. Run it through your photocopier and cut it into quarters.

To run efficiently, we each need to apply “zero based” practices whenever possible. This means starting without preconceptions. Several hotels that have done this have found they could eliminate some of the room amenities they provide “as a matter of course.” Of course these hotels have to meet brand standards. They have also been able to suggest to brands that some amenities need to be available. That doesn’t mean they need to be in the room.

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Keeping the Pipeline Full

Wednesday, March 31st, 2010

Sales has always said that if the pipeline isn’t full not much will come out as confirmed bookings. Another analogy that is used is the sales funnel.

How do you know if your sales staff is making enough of the right calls to generate the business you have projected?

Start by looking at your historical bookings over the last 4 years by market segment. How many sales calls in each market segment did your sales staff make to achieve those bookings? Are you satisfied with that booking pace? If not, identify the percentage increase you expect from each market segment. Then simply increase the number of sales calls for each segment by the percentage increase you desire.

    Test your market segment expectations.

    It’s easy to set goals and expectations. Making sure they are realistic is a separate issue. Your sales team has to “buy into” your sales goals and expectations.

        Can your sales staff realistically make enough calls on former or potential customers to meet the sales call goals by market segment?
        Are there enough potential customers coming to your area in each market segment? If not, how can you increase sales from existing customers in the market segment to meet your booking target for the segment?
        Test the assumptions on both of the above with your current sales team. Then sit down with them and assess the results and where they feel modifications are needed in the targets. Then ask them what additional market segments they feel the hotel should sell. The sales team can’t just say the targets are unrealistic, they need to be responsible for identifying other sources that could generate the business in the time they have to sell.

    Now step back and identify what additional training your sales team needs to meet the goals. We are all familiar with “order takers.” Today we need people who can find business and then sell the business at the rates we need. Our customers still want to get the best deal possible, but most also know that the markets are starting to change. They are willing to listen when your sales staff sell the value your hotel offers for the price you want to charge.

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Attracting Millennials to your Hotel

Wednesday, March 17th, 2010

Millennials are more social than Baby Boomers. Staying in their room working all evening, or watching a movie doesn’t hold a lot of appeal. They would rather work in the lobby or an open business center, even if they are not conversing with others. A key is a roomy business center. They are not interested in seeing how many people can be crammed into a 10′ x 10′ “business center.” They’ll work in the lobby first.

What can you do to encourage them out of their rooms?

  • One hotel started offering popcorn from 4:30-7 PM weekdays. Guests checking in came back downstairs. Business travelers enjoyed the popcorn. The popcorn encouraged conversation. So this select service hotel got a permit to sell beer and wine. First month on the program beer and wine sales topped $10,000. Now they are looking to add simple sandwiches. Word is spreading, and the hotel picked up additional 221 room nights in Feb. They now lead their market segment by 20 points. (They were third in the segment.)
  • Another hotel had a very small lobby. They moved their fitness room which had been just off the lobby and next to the pool. They converted that room to a “great room” with a big screen TV, 3 computer work stations, 3 game tables, complete with decks of cards, backgammon, cribbage, etc. They also added 3 vending machines. First month, vending machine sales topped $1100. Now there are typically 5-10 people in the room from about 5-10 PM weekdays. Families use the room on weekends when kids games replace the cards, etc. No increase in repeat bookings yet, but no attrition either
  • Another hotel knew a retiree who loved to make homemade donuts. They convinced her to make her donuts in the hotel from 5-6:30 PM weekdays. She always baked up few so the smell greeted guests checking in. Then she would fry up donuts and dip them in the frosting of the guests choice. The program was so successful it quickly attracted local business people. She now has taken over two rooms and the donut operation is available from 6 AM to 6 PM. Occupancy in Feb. was up 11 points over 2009 and ADR was up $3.

Share your success stories with us.

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Getting More Business from Top 20% of Your Customers

Tuesday, March 16th, 2010

Historically most companies get 80% of their business from 20% of their customers.

Each of us knows who our top customers are. Majority of a full service hotel’s profits come from rooms and banquets/catering.

What Are You Doing to Optimize Business from these 2 Segments?

Clients are telling us they are getting more meeting business the first half of 2010 from smaller companies.

We asked them what they were doing to increase the spend. Here are few of their comments:

  • Encouraging breakfast meetings. Very small groups can use the restaurant. Larger groups use meeting rooms. Some groups just want light breakfast, others want full breakfast buffet so they can start their meeting while the group is eating. A few groups broke up before noon, so providing breakfast ensured the hotel maximized F&B revenue from the group.
  • Another hotel found groups had lunch at the hotel, but let their groups go elsewhere for dinner. Hotel started selling evening cocktail reception from 4-6 PM for these groups. They got additional revenue from the cocktail reception with pool table, foosball, and poker for matchsticks including lessons. They found 25% of the group ordered dinner in the hotel so they could continue the games, which typically evolved into business discussions. The clients felt they got additional mileage from their meetings, and the hotel got additional dollars from their groups.
  • Another hotel surveyed the Top 20% to ask what additional amenities or activities they would like to offer their groups. One company wanted to offer something for their Secretaries who always arranged groups, but didn’t get to attend. They asked for a floral workshop. The hotel contacted a local florist who offered to do it for only the cost of the materials. No room nights, but a fun afternoon for Secretaries who also were given a tour of the hotel, including various room configurations.

What has your hotel offered groups that was unique and increased revenues from your Top 20%?

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Tom’s Take: Best Places for Business Meetings

Monday, February 8th, 2010

Robert Half Management Resources recently ran on survey on “the best places to hold a business meeting” outside the company’s four walls.

Following are the results and few ideas on how hotels can drive revenues.

The recent survey by Robert Half Management Resources.

When asked, “Other than in the office, what was the location of your most successful business meeting ever?,” here’s what 1,400 finance execs replied:

  • restaurant (36%)
  • trade show or conference (25%)
  • sporting event (4%)
  • golf course (3%)
  • in a car (1%)
  • on a trip/plane (1%)
  • nowhere else (24%), and
  • other/don’t know/refused (4%).

To increase your revenues:

-Call local businesses and offer your restaurant for business meetings between meal periods. Let them know that 1400 financial executives surveyed indicated this is the number one source of business meetings outside of their own offices. If they need larger area, sell them meeting space. Long term benefit: Local businesses will become aware of services you offer and will tell vendors that visit them. As employees of these companies become aware of your hotel they can refer visiting friends or social business to you. Collect business cards to establish communication paths.

-Trade show or conference. When there is trade show for any industry in your town or city, do you attend? This is one of the best opportunities to discover all the vendors that come to your town/city. You have a captive audience. Ask them where they are staying. If not at your hotel, exchange business cards so you can cultivate them.

-Sporting Event. Check with local golf courses, country clubs, and casinos to see when they have events/tournaments scheduled. Visit them to collect business cards from people that can use your hotel and facilities the next time. A half day at these functions can generate 50 or more leads for future business. Tournaments attract vendors, spectators and participants. All can be your customers.

We all talk about people who “think outside the box.”  Any of your employees who are doing the above are demonstrating these abilities. Take care of these employees. Need more employees like this? That requires you to think “outside the box.”  We can help. There are inexpensive ways to recruit, call Securemploy at 800-935-5280. We’ll be glad to share what we hear from successful companies.

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