Front Office- selling techniques

Front Office- selling techniques

Reception as a sales department…
The sales function has become an important and vital part of front office work. with more and more companies entering the hotel and catering field, the public now have a much wider choice ,so it is essential for an establishment to present and attractive and economic product.

The consumer must be persuaded to buy the product and this factor of front office work has influenced the training and selection of the reception staff. The receptionist must be capable of making a sale, since front office efficiency is judged on selling success. Sales techniques can be learned, although without a doubt some people will; have more flair for work.
Although the marketing strategy will usually be devised by senior personnel, it is the reception staff who will implement it. So it is importance that front office staff should be aware of main objectives of marketing a hotel.
To plan for a point of sale front office, a front office staff must promote other profit centers of the hotel. This planning includes setting objectives, brainstorming areas of promotion, evaluating alternatives, drawing up budgets, and developing an evaluation tool for feedback.

Some of the goals for the front office as it adopts a sales department attitude include the following:

• Sell rooms to guests who have not made a prior reservations
• Up sell (encourage a customer to consider buying a higher-priced product or service than originally anticipated) to guests who have made prior reservations.
• Maintain the inventory of the product i.e. the rooms.
• Convey information to guests about the other products available for sale at the property .for example food and beverages. The objective of front office is to sell all available facilities at the hotel to the guests. Front office staff is probably the most important means of letting guests know what services are available.
• Ensure that maximum revenue is generated from the sale of rooms by striking a balance between overbooking and a full house
• Obtain guest feedback

Up selling rooms
The front office assistant should be confident nod business like when making suggestions. Rarely does a clerk quote minimum rate. The preferred approach is to provide guests with a choice of rates.

1. Know the product

2. Control the encounter. Ask specific questions such as “we have a quiet double room in our club floor. Is that suitable for you?” avoid vague, open ended questions such as “what kind of a room are you looking for?”

3. Sell high, but avoid high pressure selling techniques

4. Always quote the full rate plus tax

5. Turn negative aspect of a room or rooming situation into an advantage for the guest. For example, a room without a view becomes “quiet room”. A room near the elevator may be busy but quote it as handy and easily accessible.

6. Sandwich the price between descriptive phrases. For example” one of our extra rooms at Rs 7500 plus tax, overlooking the park”. Or quote the price of more than one room, giving the guest a choice,” we still have double rooms for Rs 6500 but the ones with new minibar are RS 7500”.

7. Ask for the sale. Once all information has been presented to the guest, the front office assistant must gently but resolutely close the sale.” if that is a suitable choice may I ask you to sign the registration card?” is an effective way to move negotiations to a close.

8. Listen to guests’ conversational comments, “wow what a hot day. I could do with something cool.” they will help to determine their needs better and to sell other services of the hotel: “our poolside bars are open…”

9. Sell the whole hotel by making suggestions for dinner (“just dial 5 on your room phone to make a reservation”) or for drinks in the lounge “the new entertainer is fantastic!”), or for recreational facilitate (“there is no charge for the use of sauna”).

10. Try to anticipate guest’s’ needs and offer services, suggestions and assistance.

Brainstorming areas for promotion

When developing a program to increase front office sales activity, the front office manager in conjunction with other department should identify as specifically as possible, the hotel products and services to be promoted. A typical outline of promotional areas would be as follows:

1. FRONT OFFICE
A. Reservations
1. Up selling when reservation is placed
2. Additional reservation during registration and checkout

B.ROOMS

1. Upgrading of reservation during registration
2. Promotional packages
3. Office rentals
4. Movie library rental
5. Computer games for children

C.SECRETARIAL SERVICES
1. Photocopies
2. Dictation
3. Typing
4. Fax transmission
5. Laptop computer rental

D.PERSONAL SERVICES
1. Baby sitting
2. Shopping malls
3. Bell staff assistance with luggage and equipment
4. Concierge
A. theatre/music/art tickets
B. general tourist information
C. tours of the area
D. airline reservations
E. emergency services
F. information on local transportation


FOOD AND BEVERAGE DEPARTMENT

A. Restaurants
1. special menu items for the day
2. signature menu items
3. special pricing combination for diners
4. reservations
5. gift certificates

B.ROOM SERVICE
1. meals
2. party service
3. snacks
4. beverage/alcohol
C. Banquet service

D. Lounge
1. specials of the day
2. special theme of the day
3. featured entertainer
4. promotional package

GIFT SHOPS
A. Emergency items
1. Clothing
2. Toiletries
B. Souvenirs
C. Promotional sales in progress

HEALTH SERVICES
A. Swimming pool
1. Availability to guests
2. membership/gift certificates

B. Jogging paths and time of organized daily group runs
C. Health club
1. Availability to guests
2. memberships/gift certificates

Front Office- selling techniques

Front Office- selling techniques

Reception as a sales department…
The sales function has become an important and vital part of front office work. with more and more companies entering the hotel and catering field, the public now have a much wider choice ,so it is essential for an establishment to present and attractive and economic product.

The consumer must be persuaded to buy the product and this factor of front office work has influenced the training and selection of the reception staff. The receptionist must be capable of making a sale, since front office efficiency is judged on selling success. Sales techniques can be learned, although without a doubt some people will; have more flair for work.
Although the marketing strategy will usually be devised by senior personnel, it is the reception staff who will implement it. So it is importance that front office staff should be aware of main objectives of marketing a hotel.
To plan for a point of sale front office, a front office staff must promote other profit centers of the hotel. This planning includes setting objectives, brainstorming areas of promotion, evaluating alternatives, drawing up budgets, and developing an evaluation tool for feedback.

Some of the goals for the front office as it adopts a sales department attitude include the following:

• Sell rooms to guests who have not made a prior reservations
• Up sell (encourage a customer to consider buying a higher-priced product or service than originally anticipated) to guests who have made prior reservations.
• Maintain the inventory of the product i.e. the rooms.
• Convey information to guests about the other products available for sale at the property .for example food and beverages. The objective of front office is to sell all available facilities at the hotel to the guests. Front office staff is probably the most important means of letting guests know what services are available.
• Ensure that maximum revenue is generated from the sale of rooms by striking a balance between overbooking and a full house
• Obtain guest feedback

Up selling rooms
The front office assistant should be confident nod business like when making suggestions. Rarely does a clerk quote minimum rate. The preferred approach is to provide guests with a choice of rates.

1. Know the product

2. Control the encounter. Ask specific questions such as “we have a quiet double room in our club floor. Is that suitable for you?” avoid vague, open ended questions such as “what kind of a room are you looking for?”

3. Sell high, but avoid high pressure selling techniques

4. Always quote the full rate plus tax

5. Turn negative aspect of a room or rooming situation into an advantage for the guest. For example, a room without a view becomes “quiet room”. A room near the elevator may be busy but quote it as handy and easily accessible.

6. Sandwich the price between descriptive phrases. For example” one of our extra rooms at Rs 7500 plus tax, overlooking the park”. Or quote the price of more than one room, giving the guest a choice,” we still have double rooms for Rs 6500 but the ones with new minibar are RS 7500”.

7. Ask for the sale. Once all information has been presented to the guest, the front office assistant must gently but resolutely close the sale.” if that is a suitable choice may I ask you to sign the registration card?” is an effective way to move negotiations to a close.

8. Listen to guests’ conversational comments, “wow what a hot day. I could do with something cool.” they will help to determine their needs better and to sell other services of the hotel: “our poolside bars are open…”

9. Sell the whole hotel by making suggestions for dinner (“just dial 5 on your room phone to make a reservation”) or for drinks in the lounge “the new entertainer is fantastic!”), or for recreational facilitate (“there is no charge for the use of sauna”).

10. Try to anticipate guest’s’ needs and offer services, suggestions and assistance.

Brainstorming areas for promotion

When developing a program to increase front office sales activity, the front office manager in conjunction with other department should identify as specifically as possible, the hotel products and services to be promoted. A typical outline of promotional areas would be as follows:

1. FRONT OFFICE
A. Reservations
1. Up selling when reservation is placed
2. Additional reservation during registration and checkout

B.ROOMS

1. Upgrading of reservation during registration
2. Promotional packages
3. Office rentals
4. Movie library rental
5. Computer games for children

C.SECRETARIAL SERVICES
1. Photocopies
2. Dictation
3. Typing
4. Fax transmission
5. Laptop computer rental

D.PERSONAL SERVICES
1. Baby sitting
2. Shopping malls
3. Bell staff assistance with luggage and equipment
4. Concierge
A. theatre/music/art tickets
B. general tourist information
C. tours of the area
D. airline reservations
E. emergency services
F. information on local transportation


FOOD AND BEVERAGE DEPARTMENT

A. Restaurants
1. special menu items for the day
2. signature menu items
3. special pricing combination for diners
4. reservations
5. gift certificates

B.ROOM SERVICE
1. meals
2. party service
3. snacks
4. beverage/alcohol
C. Banquet service

D. Lounge
1. specials of the day
2. special theme of the day
3. featured entertainer
4. promotional package

GIFT SHOPS
A. Emergency items
1. Clothing
2. Toiletries
B. Souvenirs
C. Promotional sales in progress

HEALTH SERVICES
A. Swimming pool
1. Availability to guests
2. membership/gift certificates

B. Jogging paths and time of organized daily group runs
C. Health club
1. Availability to guests
2. memberships/gift certificates

Front Office- selling techniques

Front Office- selling techniques

Reception as a sales department…
The sales function has become an important and vital part of front office work. with more and more companies entering the hotel and catering field, the public now have a much wider choice ,so it is essential for an establishment to present and attractive and economic product.

The consumer must be persuaded to buy the product and this factor of front office work has influenced the training and selection of the reception staff. The receptionist must be capable of making a sale, since front office efficiency is judged on selling success. Sales techniques can be learned, although without a doubt some people will; have more flair for work.
Although the marketing strategy will usually be devised by senior personnel, it is the reception staff who will implement it. So it is importance that front office staff should be aware of main objectives of marketing a hotel.
To plan for a point of sale front office, a front office staff must promote other profit centers of the hotel. This planning includes setting objectives, brainstorming areas of promotion, evaluating alternatives, drawing up budgets, and developing an evaluation tool for feedback.

Some of the goals for the front office as it adopts a sales department attitude include the following:

• Sell rooms to guests who have not made a prior reservations
• Up sell (encourage a customer to consider buying a higher-priced product or service than originally anticipated) to guests who have made prior reservations.
• Maintain the inventory of the product i.e. the rooms.
• Convey information to guests about the other products available for sale at the property .for example food and beverages. The objective of front office is to sell all available facilities at the hotel to the guests. Front office staff is probably the most important means of letting guests know what services are available.
• Ensure that maximum revenue is generated from the sale of rooms by striking a balance between overbooking and a full house
• Obtain guest feedback

Up selling rooms
The front office assistant should be confident nod business like when making suggestions. Rarely does a clerk quote minimum rate. The preferred approach is to provide guests with a choice of rates.

1. Know the product

2. Control the encounter. Ask specific questions such as “we have a quiet double room in our club floor. Is that suitable for you?” avoid vague, open ended questions such as “what kind of a room are you looking for?”

3. Sell high, but avoid high pressure selling techniques

4. Always quote the full rate plus tax

5. Turn negative aspect of a room or rooming situation into an advantage for the guest. For example, a room without a view becomes “quiet room”. A room near the elevator may be busy but quote it as handy and easily accessible.

6. Sandwich the price between descriptive phrases. For example” one of our extra rooms at Rs 7500 plus tax, overlooking the park”. Or quote the price of more than one room, giving the guest a choice,” we still have double rooms for Rs 6500 but the ones with new minibar are RS 7500”.

7. Ask for the sale. Once all information has been presented to the guest, the front office assistant must gently but resolutely close the sale.” if that is a suitable choice may I ask you to sign the registration card?” is an effective way to move negotiations to a close.

8. Listen to guests’ conversational comments, “wow what a hot day. I could do with something cool.” they will help to determine their needs better and to sell other services of the hotel: “our poolside bars are open…”

9. Sell the whole hotel by making suggestions for dinner (“just dial 5 on your room phone to make a reservation”) or for drinks in the lounge “the new entertainer is fantastic!”), or for recreational facilitate (“there is no charge for the use of sauna”).

10. Try to anticipate guest’s’ needs and offer services, suggestions and assistance.

Brainstorming areas for promotion

When developing a program to increase front office sales activity, the front office manager in conjunction with other department should identify as specifically as possible, the hotel products and services to be promoted. A typical outline of promotional areas would be as follows:

1. FRONT OFFICE
A. Reservations
1. Up selling when reservation is placed
2. Additional reservation during registration and checkout

B.ROOMS

1. Upgrading of reservation during registration
2. Promotional packages
3. Office rentals
4. Movie library rental
5. Computer games for children

C.SECRETARIAL SERVICES
1. Photocopies
2. Dictation
3. Typing
4. Fax transmission
5. Laptop computer rental

D.PERSONAL SERVICES
1. Baby sitting
2. Shopping malls
3. Bell staff assistance with luggage and equipment
4. Concierge
A. theatre/music/art tickets
B. general tourist information
C. tours of the area
D. airline reservations
E. emergency services
F. information on local transportation


FOOD AND BEVERAGE DEPARTMENT

A. Restaurants
1. special menu items for the day
2. signature menu items
3. special pricing combination for diners
4. reservations
5. gift certificates

B.ROOM SERVICE
1. meals
2. party service
3. snacks
4. beverage/alcohol
C. Banquet service

D. Lounge
1. specials of the day
2. special theme of the day
3. featured entertainer
4. promotional package

GIFT SHOPS
A. Emergency items
1. Clothing
2. Toiletries
B. Souvenirs
C. Promotional sales in progress

HEALTH SERVICES
A. Swimming pool
1. Availability to guests
2. membership/gift certificates

B. Jogging paths and time of organized daily group runs
C. Health club
1. Availability to guests
2. memberships/gift certificates

Front Office- selling techniques

Front Office- selling techniques

Reception as a sales department…

Front Office- selling techniques

Monday, January 17, 2011

Front Office- selling techniques

Reception as a sales department…

The sales function has become

Food Production: SOUP NOTES

Food Production: SOUP NOTES

Soups are a liquid food that is derived from meat, fish, poultry, and Vegetables. Soups are most often served at the beginning of a meal or as the main course for lunch or a snack. The term soupe originally referred to the slice of bread upon which the contents of a cooking pot (potage) were poured.

Classification of soups:

When referring to soups, it is important to know that all soups will fall into three broad categories.

1. Thin – These are unthickened soups that may or may not contain other ingredients such as vegetables or meats. Some examples are:

Broth or Bullion; Vegetable Soups (some containing meat); Consommé

2. Thick – Any soup that is thickened will fall into this category; the thickening can come from any of various sources. Some examples are:

Cream Soups; Purée Soups (sometimes referred to as potage); Bisques; Chowders; Potage

3. Specialty – Soups that do not fit neatly into the above categories. Most specialty soups will have similarities like that they are

thick or thin. Types of specialty soups include all cold soups, national or regional soups, and some low fat soups.

Some examples are: Regional Soups; National Soups

1) Thin soup or clear soups These soups are all based on a clear, unthickened broth or stock. They may be served plain or garnished with a variety of vegetables and meats

A. Broth and Bouillon are two terms used in many different ways, but in general they both refer to simple, clear soups without solid ingredients.

B. Vegetable soup is clear, seasoned stock or broth with the addition of one or more vegetables and sometimes meat or poultry products and starches.

C. Consommé is a rich, flavoured stock or broth that has been clarified to make it perfectly clear and transparent.

2) Thick soups: Thick soups are opaque rather than transparent. They are thickened either by adding a thickening agent such as roux, or by pureeing one or m ore of their ingredients to provide a heavier consistency.

A. Cream soups are soups that are thickened with roux, beurre manié, liaison, or other added thickening agents and has all the addition of milk / cream. Cream soups are usually named after their major ingredient, such as cream of tomato, cream of broccoli.

B. Purees are soups that are naturally thickened by pureeing one or more of their ingredients. They may be made with dry legumes or from fresh starchy vegetables. Purees may or may not contain cream.

C. Bisques are thickened soups made from shell fish. They are usually prepared like cream soups and are almost always finished with cream.

D. Chowders are American soups made from fish, shellfish or vegetables. They usually contain milk and potatoes.

E. Velouté is made with a Blond Roux and flavoured stock, prepared in the same way as a Velouté sauce and Liaison is added to finish. A Liaison is Egg Yolks and Double Cream

3) Specialty soups: Some of the international soups

A. Minestrone Italy

B. Green turtle soup England

C. French onion soup France

D. Cock-a-leekie Scotland

E. Mulligatawny India

F. Gazpacho Spain

G. Paprika Hungry

H. Manhattan Clam Chowder America

I. Scotch broth Scotland

J. Camaro brazil

4) Cold soups are sometimes considered specialty soups, and in fact some of them are. But many other popular cold soups, such as jellied consommé, cold cream of cucumber soups are simply cold versions of basic clear and thick soups..

COMMONLY USED GARNISHES FOR SOUPS:

Soup garnishes may be divided into three groups.

1. Garnishes in the soup.

 Major ingredients, such as the vegetables in clear vegetable soup, are often considered garnishes. This group of garnishes also includes meats, poultry, seafood, pasta products, and grains such as barley or rice. They are treated as part of the preparation or recipe itself, not as something added on.

 Consommés are generally named after their garnish, such as consommé brunoise, which contains vegetables cut into brunoise shape.

 Vegetable cream soups are usually garnished with carefully cut pieces of the vegetable from which they are made.

2. Toppings.

Clear soups are generally served without toppings to let the attractiveness of the clear broth and the carefully cut vegetables speak for themselves. Occasional exceptions are toppings of chopped parsley or chives. Thick soups, especially those that are all one color, are often decorated with a topping. Toppings should be placed on the soup just before service so they won’t sink or lose their fresh appearance. Their flavors must be appropriate to the soup. Do not overdo soup toppings. The food should be attractive in itself. Topping suggestions for thick soups:

 Croutons Dices or other shapes made from bread, toast, pastry.

 Profitroles Prepared from chou paste. They are miniature cream puffs which may be filled or used plain.

 Cereals Rice or barley.

 Cheese Cheese balls, or grated Parmesan served with croutons on one side.

 Cream Unsweetened whipped cream or sour cream.

 Meats Usually small dices or juliennes.

 Poultry Same as meat.

 Seafood Diced or flaked. Large enough pieces distinguishable.

 Pastas Noodles, spaghetti, other pasta products such as star letters, cornets, etc.

 Vegetables Cut in various sizes, shapes-juliennes, round slices, dices of spring vegetables.

 Fresh herbs (parsley, chives), chopped

 Fried herbs, such as parsley, sage, chervil, celery leaves, leek julienne

3. Accompaniments.

American soups are traditionally served with crackers. In addition to the usual saltines, other suggestions for crisp accompaniments are:

 Melba toast

 Corn chips

 Breadsticks

 Cheese straws

 Profiteroles (tiny unsweetened cream-puff shells)

 Whole-grain wafers

Food Production: SOUP NOTES

Food Production: SOUP NOTES

Soups are a liquid food that is derived from meat, fish, poultry, and Vegetables. Soups are most often served at the beginning of a meal or as the main course for lunch or a snack. The term soupe originally referred to the slice of bread upon which the contents of a cooking pot (potage) were poured.

Classification of soups:

When referring to soups, it is important to know that all soups will fall into three broad categories.

1. Thin – These are unthickened soups that may or may not contain other ingredients such as vegetables or meats. Some examples are:

Broth or Bullion; Vegetable Soups (some containing meat); Consommé

2. Thick – Any soup that is thickened will fall into this category; the thickening can come from any of various sources. Some examples are:

Cream Soups; Purée Soups (sometimes referred to as potage); Bisques; Chowders; Potage

3. Specialty – Soups that do not fit neatly into the above categories. Most specialty soups will have similarities like that they are

thick or thin. Types of specialty soups include all cold soups, national or regional soups, and some low fat soups.

Some examples are: Regional Soups; National Soups

1) Thin soup or clear soups These soups are all based on a clear, unthickened broth or stock. They may be served plain or garnished with a variety of vegetables and meats

A. Broth and Bouillon are two terms used in many different ways, but in general they both refer to simple, clear soups without solid ingredients.

B. Vegetable soup is clear, seasoned stock or broth with the addition of one or more vegetables and sometimes meat or poultry products and starches.

C. Consommé is a rich, flavoured stock or broth that has been clarified to make it perfectly clear and transparent.

2) Thick soups: Thick soups are opaque rather than transparent. They are thickened either by adding a thickening agent such as roux, or by pureeing one or m ore of their ingredients to provide a heavier consistency.

A. Cream soups are soups that are thickened with roux, beurre manié, liaison, or other added thickening agents and has all the addition of milk / cream. Cream soups are usually named after their major ingredient, such as cream of tomato, cream of broccoli.

B. Purees are soups that are naturally thickened by pureeing one or more of their ingredients. They may be made with dry legumes or from fresh starchy vegetables. Purees may or may not contain cream.

C. Bisques are thickened soups made from shell fish. They are usually prepared like cream soups and are almost always finished with cream.

D. Chowders are American soups made from fish, shellfish or vegetables. They usually contain milk and potatoes.

E. Velouté is made with a Blond Roux and flavoured stock, prepared in the same way as a Velouté sauce and Liaison is added to finish. A Liaison is Egg Yolks and Double Cream

3) Specialty soups: Some of the international soups

A. Minestrone Italy

B. Green turtle soup England

C. French onion soup France

D. Cock-a-leekie Scotland

E. Mulligatawny India

F. Gazpacho Spain

G. Paprika Hungry

H. Manhattan Clam Chowder America

I. Scotch broth Scotland

J. Camaro brazil

4) Cold soups are sometimes considered specialty soups, and in fact some of them are. But many other popular cold soups, such as jellied consommé, cold cream of cucumber soups are simply cold versions of basic clear and thick soups..

COMMONLY USED GARNISHES FOR SOUPS:

Soup garnishes may be divided into three groups.

1. Garnishes in the soup.

 Major ingredients, such as the vegetables in clear vegetable soup, are often considered garnishes. This group of garnishes also includes meats, poultry, seafood, pasta products, and grains such as barley or rice. They are treated as part of the preparation or recipe itself, not as something added on.

 Consommés are generally named after their garnish, such as consommé brunoise, which contains vegetables cut into brunoise shape.

 Vegetable cream soups are usually garnished with carefully cut pieces of the vegetable from which they are made.

2. Toppings.

Clear soups are generally served without toppings to let the attractiveness of the clear broth and the carefully cut vegetables speak for themselves. Occasional exceptions are toppings of chopped parsley or chives. Thick soups, especially those that are all one color, are often decorated with a topping. Toppings should be placed on the soup just before service so they won’t sink or lose their fresh appearance. Their flavors must be appropriate to the soup. Do not overdo soup toppings. The food should be attractive in itself. Topping suggestions for thick soups:

 Croutons Dices or other shapes made from bread, toast, pastry.

 Profitroles Prepared from chou paste. They are miniature cream puffs which may be filled or used plain.

 Cereals Rice or barley.

 Cheese Cheese balls, or grated Parmesan served with croutons on one side.

 Cream Unsweetened whipped cream or sour cream.

 Meats Usually small dices or juliennes.

 Poultry Same as meat.

 Seafood Diced or flaked. Large enough pieces distinguishable.

 Pastas Noodles, spaghetti, other pasta products such as star letters, cornets, etc.

 Vegetables Cut in various sizes, shapes-juliennes, round slices, dices of spring vegetables.

 Fresh herbs (parsley, chives), chopped

 Fried herbs, such as parsley, sage, chervil, celery leaves, leek julienne

3. Accompaniments.

American soups are traditionally served with crackers. In addition to the usual saltines, other suggestions for crisp accompaniments are:

 Melba toast

 Corn chips

 Breadsticks

 Cheese straws

 Profiteroles (tiny unsweetened cream-puff shells)

 Whole-grain wafers