sales presentation - hospitality
DESCRIPTION
Has a project done for a sales course on Hospitality sectorTRANSCRIPT
Sales Management - Sales Management - HospitalityHospitality
AgendaAgenda
Industry OverviewIndustry Overview Company ProfileCompany Profile Product & ServicesProduct & Services Sales & Marketing StructureSales & Marketing Structure Sales MethodologySales Methodology Manpower RatioManpower Ratio Recruitment & TrainingRecruitment & Training Functions of Sales ManagerFunctions of Sales Manager Sales Targets/QuotasSales Targets/Quotas Target SegmentsTarget Segments Value AdditionsValue Additions
Hospitality IndustryHospitality Industry
Hospitality IndustryHospitality Industry Hospitality is about serving the guests to provide them Hospitality is about serving the guests to provide them
with "feel-good-effect", this sector includes all business with "feel-good-effect", this sector includes all business that provide food, beverages, and accommodation that provide food, beverages, and accommodation servicesservices
Hotels, restaurants, catering, inn, resorts or clubs who make a Hotels, restaurants, catering, inn, resorts or clubs who make a vocation of treating tourists vocation of treating tourists
In India this sector is growing @ 8.8% and is expected to In India this sector is growing @ 8.8% and is expected to rise to US$ 275 billion in next 10 yearsrise to US$ 275 billion in next 10 years
The domestic hospitality sector is expected to see investments The domestic hospitality sector is expected to see investments of over US$ 11 billion in the next two years within 40 of over US$ 11 billion in the next two years within 40 international hotel brands making their presence in the country in international hotel brands making their presence in the country in the next few years. the next few years.
Source - http://www.ibef.org/industry/tourismhospitality.aspx
Club Mahindra HolidaysClub Mahindra Holidays
About UsAbout Us
Mahindra Holidays & Resorts India Ltd. Is a part Mahindra Holidays & Resorts India Ltd. Is a part of the USD 6.7 billion Mahindra Group, started in of the USD 6.7 billion Mahindra Group, started in 19961996
Flagship brand ‘Club Mahindra Holidays’, has Flagship brand ‘Club Mahindra Holidays’, has over 79,000 members and 23 beautiful Resorts over 79,000 members and 23 beautiful Resorts at some of the most exotic spots in India and at some of the most exotic spots in India and abroad abroad
Mission – “Good Living. Happy Families. ”Mission – “Good Living. Happy Families. ” Vision – To be Asia’s No.1 Company in Holidays Vision – To be Asia’s No.1 Company in Holidays
& Leisure Services for the Urban Family & Leisure Services for the Urban Family
Strategy Strategy
To Identify the Customer base and To Identify the Customer base and targeting them via ATL & BTL Activitiestargeting them via ATL & BTL Activities
To increase it’s bouquet of resorts to To increase it’s bouquet of resorts to provide more variety in holidaying option provide more variety in holidaying option
Enhancing its service levels to its Enhancing its service levels to its members to provide delight at every point members to provide delight at every point of interactionof interaction
Tie-ups with Other Hotels/ResortsTie-ups with Other Hotels/Resorts
Product & ServicesProduct & ServicesLifetime Holiday
Club Mahindra Travel
One Time Holiday
Fun Days
Holiday With Family once a year for 25 years and Access to 40 resort Domestic and 3700 destinations around the world
Travel Planning service – Accommodation, best deals on air ticket, sightseeing, Documentation like Visa processing
Provides One Time Holiday Packages at various locations in India
Family holidays a one-point contact and dedicated relationship manager, travel services, and more
Organization Structure Organization Structure Managing Director
Chief Marketing Officer Chief Sales Officer
Chief Sales Officer
Chief Sales Officer
Regional Sales Officer
Branch Manager
Sales Value Manager
Take Over Manager
Holiday Consultant
Chief Sales OfficerDivisional Marketing Officer
Regional Manager
Marketing Manager
Marketing Executive
Brand Manager
Marcom Manager
Brand Manager Chief Marketing Officer
Chief Sales OfficerDivisional Marketing Officer
Regional Manager
Marketing Manager
Marketing Executive
Brand Manager
Marcom Manager
Channel
BPO
Other Resorts
Team Leader
CDSO Team
Consultant
Organization Structure – Sales Organization Structure – Sales Ratio Ratio
Managing Director
Chief Marketing Officer Chief Sales Officer
Chief Sales Officer
Chief Sales Officer
Regional Sales Officer
Branch Manager
Sales Value Manager
Take Over Manager
Holiday Consultant
Chief Sales OfficerDivisional Marketing Officer
Regional Manager
Marketing Manager
Marketing Executive
Brand Manager
Marcom Manager
Brand Manager Chief Marketing Officer
Chief Sales OfficerDivisional Marketing Officer
Regional Manager
Marketing Manager
Marketing Executive
Brand Manager
Marcom Manager
Channel
BPO
Other Resorts
4-5
4-5
3-4
7-8
4
Team Leader
CDSO Team
Consultant
Sales Methodology- Pull & Push Sales Methodology- Pull & Push StrategyStrategy
Seminars Webinars
Tradeshows Conferences
Ads PR
InboundTele calling
Web Hits
Direct Mail OutboundTele calling
Pull Push
CDSO Team Sales Value TeamCentral Database
Customer Customer
Sales
Customers are been asked to visit the Sales Value Office
Sales Team approach customer for the interest shown in the product
Customer Customer
Customer ProfileCustomer ProfileCriteria defined for Target Customer
Age : >28 < 55
Marital Status : Married
Should have Car which valuing +4 Lacs
Roles & Responsibility – Sales Roles & Responsibility – Sales Value ManagerValue Manager
Heads the Club Mahindra outlet / store
Handles 4 to 5 Take Over Manager and 15 to 20 Holiday Consultant
Accountable to pull lead generation and filter it through tele-calling
Accountable for actual target audience footfall (Min 12 to 15 couples per day)
Responsible for store target
Responsible for 25% conversion of actual target audience to buyer
Recruitment of Holiday consultants
Recruitment processRecruitment processHR department plays minimal role in recruiting Holiday consultant
Holiday consultant are directly recruited by Sales Value Manager– Holiday consultant only taken to the next level on the basis of their performance– They are recruited on the basis of Fixed + Variable or Variable salary
Few manager’s are recruited from similar industry and role by corporate team
Training programTraining programCandidates at the joining are provided with rigorous training for a week to 10 days
– Product Training– Sales training– Communication skills– OJT
Quarterly / Half yearly refresher training for a day
Offsite training for manager’s once a year
Other function are give OJT
Target / QuotasTarget / QuotasTargets are decided by the top management every quarter for every region
– Targets are based on sales value and no of foot falls– Regional Sales Manager strategically decides target for every Branch Managers– Targets are decided based on the Stores Location– Every Store need to have minimum 12 walk-in every day– 25% conversation of walkins
Value AdditionValue Addition
Provide other services likeProvide other services like Low fare Flights bookingLow fare Flights booking Processing Documents like VISA approvalProcessing Documents like VISA approval Loyalty Program and providing various offersLoyalty Program and providing various offers Customer Relationship Manager Customer Relationship Manager
Thank YouThank You