Category: Selling Skills

Raising Skills for Top Line Success

Spotlighting HSN Excellence

I had the privilege of interviewing Mackenzie with the Embassy Suites Lubbock, Texas, hotel. I say privilege because it is such a pleasure to speak with someone so dedicated to excellent skills in her HSN work and her life’s work. Mackenzie was selected to be spotlighted by her supervisor, Michael; Michael is responsible for everyone…
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Spotlighting HSN Excellence

Many years ago Tom Peters wrote a book In Search of Excellence about corporations in the United States who were delivering exceptional work to their customers. As I look through our HSN hotels, throughout the United States, I see excellence in many forms. Because my focus with HSN has been the first impression and selling…
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Reservations In-House or Send to CRO?

If you are considering this question, without a doubt, this well documented article will give you a solid answer. Sending your revenue to a 3rd party can be detrimental to your revenue conversation and first impressions.   EXCLUSIVE: How Contact Centers Can Drive Market Share, Increase Revenue

How to Handle the Unusual…I’m FULL on Those Dates. Now What?!

When a client calls and the hotel is full on the dates the caller requested.  Now What?  Listen to this portion of a call to see!

Hotel Mystery Shopping Service

The 4 “Magical” Steps of Sales and Service

It never hurts to return to basics and review the four steps of sales & service. These four magical steps are applicable not only at your points-of-sale (front office and sales department) but also as you talk with the customer.  These 4 steps are quite versatile in every scenario concerning you and your customers. Skills…
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