Hotel Manuals & Forms

Sales Manual

Including Policies 8000 through 8999

Section 8000: Introduction & General
Section 8100: Staffing
Section 8200: Sales Management
Section 8300: Sales Technique
Section 8400: Competition
Section 8500: Marketing
Section 8600: Administration
Section 8700: Event Sales & Service
Section 8800: Reference
Section 8900: Glossary, Bibliography and Acknowledgement

SUMMARY OF FORMS
SUMMARY OF TABLES AND CHARTS

Section 8000. Introduction & General

"You can't build a reputation on what you are going to do." Henry Ford

8001 Introduction
8002 Sales Department Mission Statement
8003 Positioning Statement
8004 Sales Committee
8011 General Manager's Sales Responsibilities and Duties

Section 8100. Staffing

"I think that failure is a bore. It is a bore to hear about, and it is a bore to live through." Agnes DeMill

8110. Staffing:

8101 Approved Job Positions
8110 Position Descriptions

8111 Position Description for Director of Sales
8113 Position Description for Sales Manager
8114 Position Description for Sales Coordinator
8116 Sales Staff Initial Training

8120. Standards of Performance:

8120 Standards of Performance
8121 Standards of Performance for Director of Sales
8123 Standards of Performance for On-Site Sales Manager
8124 Standards of Performance for Off-Site Sales Manager
8125 Standards of Performance for Sales Coordinator

8130. Sales Incentive Programs: †

8130 Sales Incentive Programs †
8132 Incentive Program for Sales Manager †

8140. Reservations Department:

8141 Reservations-Sales Department Coordination

† Contained in a separate, confidential document.

Section 8200. Sales Management

"Nothing in the world can take the place of persistence. Talent will not. Nothing is more common than unsuccessful people with talent. Genius will not. Unrewarded genius is almost a proverb. Education will not. The world is full of educated derelicts. Persistence and determination alone are omnipotent."

8200. General Sales Management Procedures:

8202 Account Coverage Plan
8205 Client Credit Approval
8212 Inactive Accounts
8217 Destiny Accounts
8222 Incoming Reports
8225 Lost Business Report
8227 Preferred-Account Agreements
8230 Reader Boards
8232 Requests for Proposals (RFPs)
8235 Sales Blitzes
8237 Sales Reports
8240 Time Management
8242 Time-Management Priorities
8245 Tracing Sales Leads, Prospects and Accounts

8250. Group Sales Management Procedures:

8252 Commissions for Groups
8254 Group Contracts
8256 Group Critique Form
8258 Group Room Block Release Dates
8260 Group Definition
8262 Group Deposits
8264 Group Fact Sheets
8266 Group Histories
8268 Group Reservation Cards
8270 Group Reservations List
8276 Maximum Group Block
8280 Post-Group Meetings
8282 Pre-Group Meetings

8290. Written Correspondence

8292 Format of Written Correspondence
8293 Business Writing Tips
8294 Sample Sales Letters:

Sample catering information cover letter
Sample banquet catering order cover letter or meeting with banquet
Sample meeting catering order cover letter
Sample group room block release notification
Sample group thank-you letter
Sample proposal cover letter, group prospect
Sample proposal cover letter, volume-transient prospect
Sample travel agent follow-up letter
Sample sales call follow-up letter for regular transient prospect
Sample site-tour follow-up letter

8296 Starting, Recording and Storing Written Correspondence
8298 Use of Written Correspondence

Section 8300. Sales Technique

"Luck: When preparation and opportunity collide. When opportunities occur, you will be able to exploit them if you are prepared." "To double your successes, you must double your failures." Thomas Watson

8300. Introduction

8301 Sales Solicitation Introduction

8310. Sourcing

8311 Introduction to Sourcing
8315 Getting Leads
8317 Qualifying Leads
8320 Corporate-Transient Sourcing
8322 Government-Transient Sourcing
8325 Sourcing Specific Industries
8330 Sourcing Association Groups
8333 Sourcing City-Wide Conventions
8337 Sourcing Contract Accounts
8340 Sourcing Corporate Groups
8343 Sourcing Reunions
8347 Sourcing Sports Teams
8348 Sourcing Tour Groups

8350. Sales Calls

8351 Call Reluctance
8360 Customer Profile
8365 Decision-Maker Profile
8368 Overcoming Anticipated Objections
8370 Selling 8380 Site Tours
8390 Telephone Sales Scripts
8395 Travel-Agent Introductory Calls
8397 Travel-Agent Follow-up Calls

Section 8400. Competition

"If you want what you don't have, you must do what you don't do."

8401 Competition Introduction
8405 List of Competitors
8410 Competition Analysis
8420 Competition Files and Binders
8430 Competition Regular Room Rates
8440 Competition Volume-Account Room Rates
8450 Competition Services: Guest Transportation
8460 Competition Staffing and Hours Section

8500. Marketing

"Sell to the classes, eat with the masses. Sell to the masses, eat with the classes."

8500. General Marketing

8501 Marketing Introduction
8505 Advertising
8510 Annual Sales & Marketing Plan
8515 Camera-Ready Art
8520 Logos
8525 Marketing to the Leisure Transient Market
8530 Photography Release
8535 Press Releases
8540 Public Relations
8544 Sales Photography Negatives and Transparencies
8548 Travel Clubs

8550. Printed Sales Materials

8551 Printed Sales Materials
8555 General Sales Kit
8558 Brochure Design
8560 Brochure Distribution
8565 Company Fliers
8570 Hotel Quick-Reference Guide

Section 8600. Sales Administration

"Lost time is never found again." Benjamin Franklin "In sales, he who says the price loses."

8603 Answering Telephone Calls
8605 Anti-Trust Procedures
8610 Complimentary and Discount Rooms
8615 Conflict of Interest and Confidentiality
8620 Donations
8625 Expense Reimbursement
8630 Gift Certificates
8635 Guest-Room Gifts
8637 Incoming Mail
8640 Market Segments
8645 Memberships
8650 Paper Files
8660 Sales Department Forms
8665 Sales Office Organization and Administration
8670 Subscriptions
8680 Trade Agreements
8685 Travel and Entertainment

Section 8700. Event Sales & Service

"They have to buy you first." Dale Carnegie

8700. General:

8701 Introduction to Event Planning and Service
8705 Summary of Banquet/Meeting Checklists

8710. Banquet and Meeting Room Set-Up and Service:

8710 Audio-Visual Equipment Planning
8712 Audio-Visual Equipment Setup
8715 Banquet and Meeting Equipment
8718 Banquet and Meeting Furniture
8722 Banquet and Meeting Linen
8725 Banquet and Meeting Supplies
8740 Event Room Setup Checklist
8743 Refreshing Meeting Rooms

8750. Banquet & Meeting Sales:

8754 Catering Orders
8762 Catering Cut-Off Dates
8764 Catering Sales Kit
8766 Daily Events Sheet
8770 Event Planning Checklist
8774 Function Room Rental Rates
8778 Holiday Event Sales
8782 Lead-Time Policy
8786 Weekly Events Sheet
8790 Weekly Sales Coordinator Checklist

Section 8800. Reference

"Patience: A minor form of despair disguised as a virtue." Ambrose Bierce

8800 General
8804 Airline Codes
8808 Chart of Accounts
8812 Government Promotion of Tourism
8816 Government Travel
8824 Prospect Associations
8828 Sales Associations
8832 Sales Magazines
8836 Sales & Marketing Publications
8840 Sales Office Reference Library
8844 Traveler Publications

8850. Vendor Sources:

8860 Prospect Lists
8870 Prospect Publications
8880 Sales Representation Organizations
8890 Sales Training Services

8900. Glossary, Bibliography and Acknowledgement

"Failures are not fatal, and successes are not eternal." Winston Churchill

Lodging Sales Glossary
Bibliography
Acknowledgement

Hotel Manuals & Forms

Sales Manual

Including Policies 8000 through 8999

TABLE OF CONTENTS