Hotel Organization

• Divisions of a Hotel
• Front Office
• Housekeeping Department
• Maintenance or Engineering Department
• Food and Beverage Department
• Accounting Department
• Sales and Marketing
• Supporting Departments

Hotel Rooms

• Types of Hotel Rooms

Front Office

• Front Office Basics
• Front Office Operations
• Guest Cycle
• Sale Process

Room Reservation

• Reservation Basics
• Reservation Activities
• Factors Affecting Reservation
• Modes of Payment
• Types of Hotel Reservation Systems
• Sources of Reservations
• Managing Reservations
• Guest Registration
• Guest Check Out
• Payment with Different Payment Modes
• Revenue Management
• Yield Management

Theories of Selling

• “Right Set of Circumstances” Theory Of Selling
• “Buying Formula” Theory of Selling
• “Behavioral Equation” Theory

Prospecting, Objection Handling and Closing

• Prospecting
• Formulating Prospect Definitions
• Searching out Potential Accounts
• Sales Resistance
• Closing Sales

Sales Forecasting

• Types of Personal-Selling Objectives
• Market Potential
• Analyzing Market Potential
• Market Indexes
• Sales Potential and Sales Forecasting
• Sales Forecasting Methods
• Qualitative Forecasting Methods
• Poll of Sales Force Opinion
• Survey of Customers’ Buying Plans
• Projection of Past Sales
• Moving Average Method
• Regression Analysis
• Econometric Model Building and Simulation
• Converting Industry Forecast to Company Sales Forecast

Telesales Process

• Vaulting the Hurdle
• Catching the Prospect’s Interest
• Investigation
• Making the Sales Presentation
• Overcoming Objections
• Closing

Call Preparation

• Product or Service Knowledge
• Knowing the Purpose of Each Call
• Call Scripts

Marketing Strategies

• Strategic Intent
• Ansoff’s Product/Market Matrix
• The Boston Matrix
• Bowman’s Strategy Clock
• Generic Strategies – Michael Porter ()
• The danger of Being ‘Stuck in the Middle’
• Marketing Control
• Internal Marketing
• The Balanced Scorecard
• Gap Analysis
• KPI

Sales Promotions

• The Role of Sales Promotion
• Sales Promotion Objectives
• Consumer Sales Promotion Techniques

Implementation of Marketing Plans

• Marketing Implementation
• Marketing Action Plan
• The Marketing Plan Outline
• Market Segmentation
• Market Overview
• Competitive Overview:
• Writing SWOT
• Goals and Objectives
• Strategies
• Marketing Mix Strategy
• Place Strategy
• Scheduling
• Budgeting
• Assignment and Implementation
• Tracking Procedures

Digital Marketing

• Introduction
• E-Commerce
• Search Engine Optimization
• Social Media
• Behavioral Targeting
• Email Marketing
• Customer Relationship Management

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