Erie’s Leader In Hospitality For Over 50 Years Front Desk Training 7/04.

Erie’s Leader In HospitalityFor Over 50 Years

Front Desk Training7/04

Scott Enterprises

Front Desk Empowerment Seminar


Empowerment


To invest with power or authority. Enabling the employeeto make logical decisions that are sound for the guest

as well as the company.

A Shared VisionWhat is our vision?

Exceeding Our Guest’s Expectations Every Day


To Be The #1 Hospitality Company In Northwestern Pennsylvania

Fundamental CommitmentEnroll in the vision by making a fundamental personal promise to live it.

You must believe in the vision and see the value of the vision

Be ItStart with yourself and hold yourself accountable to living the vision every day

The vision will only come true when everyone is “Being It” every day

Coach ItEmpower the vision community to coach each other all day, every day

You have to help each other to keep the vision going… you have to givePermission to be “coached”.

Extreme Guest Service Training

Who Pays Your Wages ?

Our Guests !

What Makes Us The Leader?

Great Locations

Great Products

Great People

Most of our locations or almost equally distant between Pittsburgh, Cleveland, and Buffalo

Splash Lagoon (Pennsylvania’s only indoor water park, Presque Isle State ParkMajor Corporations, Great Tax Free Shopping, Golfing, Skiing, and much more!

We build our hotels, restaurants, and entertainment complexes to be the best.

In our hotels we upgrade the quality of everything: beds, linens, furniture, televisionsCable t.v., telephones, pools, meeting rooms, public spaces, etc… Award Winners!

Great Location and Great Products are nothing without the service staff around!

We pick only those who take pride and ownership in what they do!

What Brings Them In Today?

Great LocationsGreat ProductsGreat People

Front Desk Training1/1/03

What Brings Them Back Tomorrow ?

Great Locations

Great Products

Great People

What will bring them back tomorrow?Extreme Guest Service

When is the most important guest contact made?

“Whether good or bad, IMPRESSIONS are made all day,all night, all the time!”

Constantly!

Where is the most important guest contact made?

Everywhere!

What will bring them back tomorrow?

Extreme Guest Service

We are not employees, we are __________

Every Thing You SayEverything You Do

The Way You Conduct YourselfIs always scrutinized by your guests.

ACTORS

on a stage.

Hotel Economics 101

Your Teachers Tonight


How Much Does It Cost To Rent A Room?

A hotel room is one of the most perishable items in theworld. You must understand that each and every room

that sits vacant tonight (or any night) is potential revenuelost forever.

Hence The Need For Our“NO WALK POLICY”

If there are rooms to sell ( and you are not going to sell out)tonight, or for any future date. It is your job to take the

proper steps to ensure that the guest stays at your hotel or oneof our other hotels. On nights that you are going to sell out, itis your job to refer all customers to one of our hotels that can

accommodate their needs.

“NO WALK POLICY”


The Not Ready For Any Time Players Presents……

Silliness About A Serious Subject

“ Let Me Go And Check With My

Wife / Husband / Spouse / Significant Other /

Dog / Cat / Astrologer / Guidance Counselor”

Or……….

Also known as, “ I am just going to go

And park the car.”

“ Are You Crazy? I Never Pay More

then $ 38.00 dollars for a room!”

While waiting on two customers (one is checking inwith and advance reservation)……

“I just need to know what your absolute lowest rate is”

“That price is too high!, how about the Hampton Inn across the street?”

You Are Empowered To Make Logical Decisions

To Sell Rooms

To Handle Guest Service Issues

To Make A Difference

The Selling ProcessGreet The Customer

Use a friendly,warm, professional greeting each and every time!Demonstrate to the guest a sense of urgency and professionalism.

Discover What The Customer WantsMake sure that you have the product available that the guest wants. Utilize the features

before price selling strategy. Negotiate when necessary. Refer when necessary.

Deliver What The Customer WantsProvide each guest with information that will assist the guest in getting the most out of their stay. Offer restaurant, and activity suggestions. Make sure that you are efficient

and knowledgeable.

Wow The Customer by Going The Extra MileLook for ways to exceed each and every guest’s expectations. Conclude your guest

contact with a genuine and heartfelt “Thank You For Choosing Us”

Win The Customer Over By Delivering Exceptional Service

If you follow all of these steps completely you will win the guest’s loyalty and future business.


The Selling ProcessFeatures Before Price!

We offer exceptional products and facilities but we demand higher prices.

Which sounds better

I have a room with two double beds for $99.00.

Or

I have a standard room with two double beds, in room coffee service, iron and ironingBoard, and an in room hair dryer. Our rooms also feature 27” color televisions with over 60 cable stations and in room movies. We feature a deluxe continental breakfast that has

Fresh fruits, pastries, a waffle station and much more. This room is at a great price of$ 99.00

If the guest is a walk in you have the ability to let the guest look at a show room. If the Guest is on the telephone it is your job to completely paint the picture of how exceptional

your property is before quoting a price.


The Selling ProcessThe negotiating process:

Negotiating is a very challenging part of your job.

But on some days it is the most important.

What are some of the scenarios that you have come acrossthat are challenging to deal with?

The Selling ProcessThe negotiating process:

Negotiating is a very challenging part of your job.

But on some days it is the most important.

What are some of the scenarios that you have come acrossthat are challenging to deal with?

The “ I’m just checking price and availability”

The “Let Me Go and Check With My Spouse”

The “ I’m just going to go and park my car”

The “Why is that guy getting a lower rate than me?”

The “Are you crazy?, I saw a sign just down the road forhalf that price”

The Selling ProcessTelephone Sales

The area with the greatest potential for sales growth is reservations made overthe telephone.

It is imperative that you utilize good sales skills on the telephone with each and every guest.

Ask for the business – Do not let the caller of the hook without giving you a reason for resistance.

If you can not assist the caller with a room at your property then refer the guestto a hotel that will fit their needs.

Start you sales inquiry with…….

Blueprint of A Telephone Call

Benefits Before Price (B.B.R.)If the caller has never been to your property you are starting with a blank canvas. Or, worse yet

you may be starting with a canvas that has quite a poor picture.

Pretty NiceIn Fact An Award WinnerNot Pretty

Features Before Price!

We offer exceptional products and facilities but we demand higher prices.

Which sounds better

I have a room with two double beds for $99.00.

Or

I have a deluxe room with two double beds, in room coffee service, iron and ironingBoard, and an in room hair dryer. Our rooms also feature 27” color televisions with over 60 cable stations and in room movies. We feature a deluxe continental breakfast that has

Fresh fruits, pastries, a waffle station and much more. This room is at a great price of$ 99.00

Do Either Of These HotelsLook Appealing?

Callers May Envision HotelsLike This When They Are

Calling If You Do Not “Paint The Picture”

25” Televisions / 18 StationsNo In Room MoviesNo Room Service Except Pizza ShopsNo Indoor PoolNo Indoor WhirlpoolLimited Continental BreakfastNon Award Winner

Non Award Winner19” Televisions / 13 StationsNo In Room MoviesNo Room Service / Except PizzaNo Pool / WhirlpoolLimited Continental BreakfastNo Suites

The Selling ProcessTelephone Sales

Start you sales inquiry with…….

Three Very Important Questions:

1.) Have you stayed with us before? This question will set up the entire conversation for you. If the guest has stayed at

your hotel before than selling another room will be fast and easy.2.) What brings you to the area?

This question will assist you in knowing whether the person is entitled to group rates,Entitlements, etc… You will also learn if this call should be transferred to our

Sales department.3.) Are you a member of our Loyalty Program?

This can greatly assist you if the guest has never stayed at your property. LoyaltyProgram numbers will retrieve the guest’s information and make if fast and easy.

Telephone EtiquetteMuch of your time will be spent

communicating on the telephone.

You must practice exceptional telephone etiquette.

Answer Within 3 RingsUse the Proper Greeting

Speak With A Smile In Your VoiceAsk For The Business

Know Your Property and the other PropertiesFade/ Negotiate / Refer when Necessary

Thank the Guest For Calling

Group and Long Term Sales

Our professional sales department represents all of our properties.

Your Role In Group and Long Term Sales:

Anyone asking for a corporate rate needs to give you the companyName. You need to enter that information in the proper area.

Anyone representing a sports team looking for rooms should talk to our sales staff.

Any business that totals over 10 room nights should go through our sales office.

If you need to have a guest talk to our sales staff and the office is closed:

Have the guest transferred to the Sales Office Answering ServiceYou should also get the guests name and telephone number and forward that information to the

sales office via fax.

Splash Lagoon Information

Splash Lagoon is offered by package and day passes.

Everyone is encouraged to purchase a hotel package that is offered at:Holiday Inn Express, Residence Inn, Comfort Inn, Econo Lodge

Individuals who wish to purchase day passes without a hotel room may do so onlywhen the water park will not be at capacity.

If you purchase a hotel package you entitled to admission at the water park from noon of the dayYou check in to closing time of the day you check out. (GREAT VALUE!)

Guests Should Call :Or 1-866-3Splash To Make Reservations

Or Visit www.splashlagoon.com

Holiday Inn Features

Brand New HotelConnected to Splash Lagoon

All Suite PropertyKids Suites (Separate Area

Featuring bunk beds)All Rooms Have: Microwaves

Irons, Ironing Boards, Wet BarsRefrigerators, Microwaves Coffee Makers

Hairdryers 27” Televisions with over 60 stationsMost Rooms have Jacuzzis

Deluxe Continental BreakfastFitness Room

In Room Movies AvailableTake Out Available From Damon’s /Quaker Steak

And Applebee’s

Residence Inn FeaturesGold Award Winner

All New RoomsConnected to Splash Lagoon

All Suite Property1 and 2 bedroom suites

All Rooms Have: KitchensIrons, Ironing Boards,

Refrigerators, Microwaves Coffee MakersHairdryers 27” Televisions with over 60

cable stationsMost Rooms have Jacuzzis

Some Rooms Have FireplacesIndoor Pool/Whirlpool

Deluxe Hot Breakfast / Social HourFitness Room

In Room Movies AvailableTake Out Available From Damon’s /Quaker

SteakAnd Applebee’s

Courtyard FeaturesChairman’s Award Winner

Connected to Ambassador Banquet and Conference CenterPenthouse Suites and King Whirlpool Suites Available

New High Speed Internet AvailableAll Rooms Have:

Irons, Ironing Boards, Coffee Makers/Hairdryers

27” televisions with over 60 cable stationsMost Rooms have Jacuzzis

Courtyard Café Open For Breakfast and DinnerPauline’s Lounge

Fitness RoomIndoor Pool/Children’s Pool/Whirlpool/ Sauna

In Room Movies AvailableTake Out Available From Damon’s /Quaker Steak

And Applebee’s

Comfort Inn FeaturesGold Award Winner

Newly Remodeled Hotel Adjacent to Splash Lagoon

Jacuzzi Suites AvailableAll Rooms Have: Irons, Ironing Boards,

Coffee MakersHairdryers

27” televisions with over 60 cable stationsDeluxe Continental Breakfast

Fitness RoomIndoor Pool and WhirlpoolIn Room Movies Available

Take Out Available From Damon’s /Quaker SteakAnd Applebee’s

Econo Lodge FeaturesGold Award Winner

Newly Remodeled HotelAdjacent to Splash Lagoon

Jacuzzi Suites AvailableAll Rooms Have

Irons, Ironing Boards, Hairdryers

Indoor Pool/WhirlpoolDeluxe Continental Breakfast

27” Televisions with over 60 cable stationsFitness Room

In Room Movies AvailableTake Out Available From Damon’s /Quaker

SteakAnd Applebee’s

Motel 6 Features

Indoor Pool / SaunaFitness Area

In Room Pay Per View MoviesTake Out Available From Damon’s /Quaker Steak

And Applebee’s25” Televisions with over 60 cable stations

Guest LaundryTruck ParkingPets Allowed

Days Inn Features

Updated RoomsAll Rooms Have:

Irons, Ironing Boards, Coffee Makers

HairdryersFitness Room

Out Door Heated PoolTake Out Available From Damon’s /Quaker Steak

And Applebee’s

Scott Enterprises

Front Desk Training Seminar

Customer Service Exercise #1

It is 9:15 p.m. on a Friday night and you are at a 70% occupancy with rooms available. Your rack rate is $89.99 for two doubles. A walk in guest walks in to your hotel and asks if you have rooms available.

What do you first say to the guest?

The guest then states that they are going to go and check with their spouse, what should you say then?

The same situation as above but it is 9:30 a.m. in the morning?

Scott Enterprises



It is noon on a Tuesday and you have someone on the telephone wanting to know if you have rooms available on Friday Night and what the rate would be.

What do you say to the guest on the telephone?

The guest then proceeds to once again ask about the rate, and you quote the rate. (you have 30% of your rooms available at the time).

The guest then says that he was just checking around. What should you say at that point?

Scott Enterprises



A guest calls you and is booking a room. The guest tells you that they are coming to Erie to go to that new water park called Splash Mountain?

What should you do?

Scott Enterprises



A guest walks in and asks you if you have any rooms available. It has been a very busy night and you only have 3 rooms left.

You quote the guest your room type and rate, and the guest responds by telling you he can stay at a hotel across the street for ½ the price what should you do?

Erie: Motel 6 Erie: "great value"Date: June 15, 2004Reviewer: A TripAdvisor User, Newport, VT

The Motel 6 on Peach St in Erie is a great value. I did not have an advance reservation and got the last available room on a Saturday night. I was surprised at how welcoming and clean the motel was. The rooms are not fancy but nice. (Bring your hairdryer!) The hallways and lobby were also very clean. This is a great location, the indoor waterpark is almost next door, the mall is right down the street. There are several restaurants right in the area, try Brusters for ice cream! If I ever travel to Erie again, I will plan to stay at this motel

Erie: Econo Lodge: "Novel"Date: June 27, 2004Reviewer: A TripAdvisor User, Nottingham England

Compare prices with:

We stayed here on our trip across America specifically to go to the water park and were dissapointed to find it closed on Tuesdays and Wednesdays. None the less we found the staff extremely helpful even keeping the gym open after hours for us! the pool was lovely and clean but after swimming in the huge very warm jacuzzi the pool was a little too cold. The room and the bathroom were clean and the hole between the hot tub and the bedroom was novel to say the least! The breakfast included in the price was the best of the 20+ motels we stayed in during our trip. All in all this was very good value for money and i would recommend it to anyone passing through.

Erie: Econo Lodge: "Great stay..recommended!"Date: November 11, 2003Reviewer: A TripAdvisor User, Pittsburgh, PA


Cleanest pool and hot tub I have ever seen. The hot tub was huge, the room was clean, the staff was great! If you have an Entertainment book it will save you some money, they offer a discount. The place is across the street from the indoor water park, the kids will love it. It's next door to a convienence store....real convienent. Plan to go back in the winter to get a package deal with the water park. It's not what you think of an EconoLodge in years past, would go back without question

Erie: Econo Lodge: "little high $ but stay was good"Date: June 28, 2004Reviewer: A TripAdvisor User, lebanon, pa


stay was overall better tahn expected but was quite costly. 2 nite almost 250.00. pool clean but a bit small and out-dated but hot tub made up for that. fitness room could have been bigger but was mostly electronic and informative. room was much better than most econo lodge rooms as far as clean, and extras. staff was friendly but did come in our room when we had the do not disturb sign on door so i wouldnt leave anything of value when you leave for the day. location is great, splash lagoon across street, country fair next door, bob evans across the street, tons of restuarants near by and large mall about mile away. follow peach street right to the marina about 5 miles away. continental breakfast is lame and your better off at bob evans. i can see how it is an award winning hotel because it was a pleasant stay but it does need some up-grades that you would think you would see for what you pay per nite.

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Erie: Comfort Inn: "Great place to stay"Date: November 10, 2003Reviewer: A TripAdvisor User, Pittsburgh, PA


Have stayed there a dozen times for both buisiness and with my family. The rooms are clean, the pool is great, the staff was good too. Would stay there again without question.

Erie: Residence Inn Erie: "great hotel"Date: April 23, 2003Reviewer: A TripAdvisor User, NY


I've stayed at this hotel many times for business and pleasure. It's centrally located -- near restaurants, shopping, and close to the thruway. Very nice staff and rooms. It's my #1 choice for Erie and vicinity.

Erie: Holiday Inn Express Erie (Summit Township): "Huge Room"Date: February 5, 2004Reviewer: A TripAdvisor User, Buffalo,NY


We stayed here 1/22/04 for one night. We had a standard room/suite. It was HUGE!! We had booked this room as part of the Splash Lagoon package. We found our room to be clean and quiet!! The beds were actually comfortable, hard to find at a hotel!! We will definetly stay again!!




Front Desk Quiz1.) Name the hotels that are owned and operated by Scott Enterprises?

2.) Name the current restaurants that are owned and operated by Scott Enterprises?

3.) Name the two new restaurants that will open soon and be owned and operated by Scott Enterprises?

4.) What restaurants deliver to the Erie hotels? Meadville Hotel?

5.) How many rings should you answer the telephone in?

6.) Before Rate always mention _____________ first?

7.) What Three Things Do You Ask Every Caller?

8.) Where do you refer a sports team inquiring about staying at your hotel?

9.) When dealing with a walk in, what should you look at to determine how low you can go on rate for that evening?

10.) What hotels offer free high speed internet?

11.) What days of the week is Splash Lagoon Open next week?

Erie’s Leader In Hospitality For Over 50 Years Front Desk Training 7/04.

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Transcript of Erie’s Leader In Hospitality For Over 50 Years Front Desk Training 7/04.