Hotel Accommodation Operation

INTRODUCTION
Cabot Hotel depends on room revenue rather than selling liquor or food because most of the hotel capital comes from numbers of room sold. However there are different methods of sales technique that Cabot Hotel use to increase room revenue, one is to bring new and old customers to continue to use their establishment rather than their competitor. Good sales technique is one of the important key elements in Cabot Hotel when currying out duties because every customer have different types of needs, by providing the right information and selling the right product and services to the customer at the right time, and persuading guests to pay more for an accommodation and to use the establishment facilities that can increase the business profit. Abbot, P. And Lewry, S. (1999)Baker, et al. (994)
Abbot, P. And Lewry, S. (1999)

Up- Selling
persuade guest during the checking- in to purchase other products starting with the higher price, medium and then lower price or (Abbot and Lewry, 1999) “other add-ons in order to make more room revenue” and also giving suggestion on a particular services or product that the hotel offers to encourage guests to use more of the establishment leisure facilities, for example;
Sauna and steam room
A luxury spa offering a range f luxury treatments for ladies, gentlemen and even for the children
Hotel front desk clerk are in an excellent position to captures and encourage more walk-in guests to purchase their products, instead of just welcoming the guests and quoting room rates, the receptionist can start by offering the guest two or there room types and give descriptions of features that will make them seem as appealing as possible, It also important to secure other guests from migrating from other hotels by talking to the guest about other benefits and advantage of the establishment.
Greeting Guests
When checking-out a guest saying farewell and greeting them in the correct manner it influences on the impression which they will take way with them. When checking-out a guest is good opportunity to encourage the guest to return again in the future by using their first name when saying goodbye and we look forward to seeing you again, that personal touch can encourage the guest to make their next booking there and then. A hotel is kind of second home to some guests and departing can be comfortless time, at that moment he or she is likely to be particularly receptive to the suggestion that you would like to see them back sometime. (Abbot and Lewry, 1999) “You can ask ‘I hope you enjoyed your stay?’, and if you get an affirmative answer, go on to ‘are you going to be coming back this way againCan I make a provisional bookingEven if few guests decide to book again at least you will have a repeat business.Baker, et al. (994)
Product knowledge
It’s very important as a receptionist to know about the facilities that Cabot Hotel offers because there might be times when they have to encourage guest to use more of their establishment facilities than they had original intended to do. When checking-in a guest it also important to know exactly the products and services the hotel offers to meet the needs of various customers. For example:
Business female guest
Families with children
Small group of people
If the guests continues to use their establishment facilities and return to purchase their products it more likely that their facilities will continue to remain in the business and it can increase the sale result and the company would make profit.

Follow-up techniques
The follow-up techniques is use to trace back previous customer, there are people who have already had reason to come to your hotel or customer that have most likely been happy with their choice. The company would send email or letter by post to their guests offering them the latest product and services which are available and also other promotional products. Abbot and Lewry(1999)
Communication
Communication can be verbal and non-verbal.Verbal communication is when speech is use to communicate with a guest and non-verbal is when you use your body language. When dealing with a guest over the telephone or at the desk it very important to treat each guest and their needs with respect because without customer there’s no business revenue and work, so it important that your voice sound polite, friendly and maintain good eye contact with the guest at all time when taking a booking or dealing with a complain, that can influence the customer to purchase Cabot Hotel products and to use their services again. Baker, et al. (994)
Front-desk-sales-training(2011)
Q-2A)
The check-in process start some time before the guest has arrive, the front office will prepare the arrival list twenty- four hours in advance, the list contains the expected date and time and other special requirements, and copies are sent to different departments within the hotel, such as, housekeeper, head porter and food and beverage.
A FEMALE BUSINESS PERSON TRAVELLING ALONE

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