quiz 2 Flashcards
what are “channels”?
pathways
what is channels of distribution?
different paths our guests can take to buy our product
what does distribution mean?
selling
what is an example of channel of distribution for a hotel?
hotel rooms can be bought by: phoning the hotel 3rd party websites travel agencies on hotel website 1-800 number walk in email
what are popular channels of distribution?
3rd party websites are popular but expensive for the hotel
what channels of distribution is least expensive?
walk ins
email
phone directly to hotel
how do you drive your guests to your preferred channel?
advertise & feature
guaranteed lowest rate
bribery (rewards points)
how can guests get the cheapest rate?
research around for the lowest price and then call the hotel and ask for that price
are channels of distribution applicable for restaurants?
yes to make reservation. you can book for:
open table (app)
phone
website
how are price and value evaluated?
a persons perception changes what they are willing to spend
what could make a guest perceptions about value change?
ratio of income
past experiences
if they “care” about the features
if they trust the brand
what is upselling?
boost sales by convincing customer to buy more romancing increase profit incentives competition
what is the primary goal for upselling?
to increase/enhance the guests experience
what is the basis of selling and marketing?
it is about pointing out deficiencies and then suggesting/providing solutions
what does upgrade mean?
something extra for free make the guest feel special complimentary increase loyalty sample
why should we care about channels of distribution?
the way guest purchases our product determines how much money we make (some ways cost more for us)
what can you do to make it easier to upsell?
read the customer to figure out what you think they might need/want
do customers have to pay for upgrades?
no they are complimentary
why would you HAVE to upgrade?
to apologize/make up for a mistake
ex. free dessert if your food order was messed up
how could you make prices different in food services?
make menu items priced higher on Friday and Saturdays
charge for preferred seating (window seat)
charge more for different dates (mothers day, valentines day, new year)
what is overbooking?
selling more of something than you have
why would you overbook?
to compensate for cancellations
minimize wash
how could you overbook on mistake?
failing to manage interfaces
AOG (acts of god)
after overbooking, how do you decide who does NOT get bumped out?
regulars
corporate people
long stays
families
after overbooking, how do you decide who DOES get bumped?
individual rack
shortest stay
short lead times
what does it mean to “walk” a guest?
the original hotel pays for transportation to another hotel, the hotel room at the hotel, a long distance call, transport back if there is nights available the next day at the original hotel.
what is LIFO?
last in, first out
what is FIFO?
first in, first out
LIFO and FIFO are examples of what?
inventory management systems
what inventory management method would you use when you are going to walk a guest?
LIFO
when would you use FIFO when walking a guest?
if its early in the day and you are certain that you will have to walk, you could start walking earlier and select guests who may appreciate the walk
how can you train your staff to be better salesmen?
get staff involved let the staff try the products (taste the food or stay a night at the hotel) build teamwork with all your staff make relationships within your staff acknowledge their good work
