Marketing and promotion
- Building a hotel's reputation as a promotion and sales tool.
- Hotel's image. Reputation program budgeting. Measuring results
- Tariff policy. Dynamic pricing. Analysis of competitors to form the best price. Using software to optimize the sales system
- Development of a marketing concept and business model. Identifying Opportunities and Setting the Right Goals
- Determination of target groups and their real needs. SWOT analysis.
- Formation of a sales program for basic and additional services. Hotel upsells
Online sales
- Online sales systems in the hotel. Distribution mix
- Automation of business processes in sales
- Bookings - Online VS Offline
- Is social media just communication or sales as well?
- Messengers (Facebook, Viber, Telegram ...) to help sales
- Optimization of the work of telephone operators (reservation service)
- Chatbots - how to use it correctly and get results.
- Working with search engines for sales (Yandex, Google)
- E-mail communication and mailing
- Optimizing hotel website to increase conversion
- Pricing policy for OTA
- Using metasearch engines (Trivago, Hotellook, Kayak ...)
Finance
- Income forecast
- Hotel sustainability and efficiency analysis
- Business planning
- Staffing table
- Operating costs, rationing
- Calculation of the room cost
- Calculation of operating profitability and invested capital profit
Service standards
- Principles of standards formation
- Bringing standards to employees
- Standards:
- Reception and accommodation service
- Service of restaurants and bars
- Sales standard
- Corporate standard
- Security Service
Communication with guests
- General rules of relationship
- The speed of reaction to the guest's request
- Standardization of the relationship with the guest
- Conflict guest
- Rules of conduct in a conflict
- Non-standard guests and requests and how to respond to them
- Working with reviews
