How to Nail a Hotel Sales Site Inspection

Best Job ep 8

[00:00:00] Welcome back to The Best Job You Never Heard Of. I'm Grace, and today, we're talking about one of the most important and often overlooked skills in hotel sales, the site inspection. This is where a potential client comes to your hotel to see if it's the right fit for their event, group, or company. Let me tell you, this is your moment to shine.

Let's start here. People buy with their eyes and their hearts. No matter how great your emails are or how persuasive your proposal is, what the client sees and feels when they walk through your hotel is what will seal the deal. A site inspection, it's more [00:01:00] than a tour. It's a performance, at least the way I do it.

It's a relationship builder, a trust test, and it's often the one and only chance you'll get to make a lasting impression. Never, ever wing a site inspection Speaking from experience here because I'm guilty of doing this, and I regret it. So here's what to do to prepare in advance. Of course, know the client's name, their company.

Find out as much about them as you can, and certainly about their meeting needs. Walk the full route of the site inspection in advance. Test every door, [00:02:00] all the lights, smell the room, and yes, check the toilets. Make sure they're flushed. Also speaking from experience there. Make sure the meeting space is clean, well-lit, and perfectly set.

Check guest rooms that are being held to show. Are they spotless? Let the front desk know someone's coming. Usually, there's paperwork involved, so they should know, but remind them. They get busy. If catering is involved, have a sample menu, or better, a snack ready. And yes, yes, by all means, print a personalized agenda and a little handwritten welcome note.

Those are the little touches that make a big difference. [00:03:00] Start with a very warm welcome when, when your guests arrive. Offer a bottle of water or a cup of coffee. Ask how their trip has been so far. Then you begin the tour. Here's a typical order. First, lobby and registration area. Second, guest rooms, at least one standard and one suite.

Meeting space set exactly as they will have it set if possible. Food and beverage outlets are next. The restaurant, the bar, the banquet space Next, amenities: pool, fitness, business center, et cetera. Now the back of the house areas, if appropriate. Take them through the [00:04:00] hallway, let them see the kitchen.

This sort of gives them that insider view, makes them feel special. As you walk, narrate with enthusiasm, but just don't share facts, share benefits. Instead of, "This ballroom is 5,000 square feet," say, "This space can seat 250 for a plated dinner with plenty of room for dancing. We've hosted dozens of galas here."

And then relay a story if possible. As a matter of fact, last week the film festival had their closing night here and Brad Pitt was here. Now, wouldn't that be wonderful? We don't always get to tell stories like that, but you get [00:05:00] my idea. Tailor your descriptions and, uh, anything about the tour that you can to their event Ask questions during your tour.

Would this room layout work for your breakout sessions? Say, "I see in your event history, that you have typically hosted a cocktail hour before your banquet.

Is that what you're planning to do? Will it be themed?" What feedback have you received from your past attendees? Now, that's something that's not gonna be in the information you're gonna get, so that's a great question to ask. This keeps the tour conversational and positions you as a partner, not just a salesperson.

Also, [00:06:00] watch their reactions. If they light up at something, highlight it, remember it. If they seem uncertain about something, address it. Be fully present, and don't be afraid. As the tour ends, sit down somewhere comfortable. Now, I'd say this was my specialty. Often, we'd sit in a guest room in the suite. It's just a very, intimate setting, and there's not a lot of traffic, walking by.

Now, once you sit down and perhaps have some refreshments, recap everything you showed them.

Answer any lingering questions, reaffirm your excitement to host their group, and give them a takeaway packet: [00:07:00] floor plans, menus, photos, a business card, perhaps a little gift from the gift shop. And then ask for the business. Always ask for the business. Say something like, "I'd love to host your team here."

"I'd love to host your board of directors." "We'd love to have your incentive group come to our property.

After they leave, send a thank you email that very day. Personalize it, "Candy," or "Johnny," or "Mr. Barrett, it was such a pleasure showing you our hotel this morning. I can picture your opening night reception in our ballroom with [00:08:00] candles and champagne flowing already."

Attach any promised documents. Keep the follow-up going. Don't let them forget you. Check in with them regularly. No pressure, just being helpful. Site inspections are powerful. When they're done right, they create emotion, trust, and excitement, and are often the beginning of a wonderful collaboration and sometimes a wonderful friendship Next time, we'll talk about something I learned from one of the greats, Horst Schulze, and what five-star service really looks like in a hotel.

I'm Grace, and this has been "The Best Job You Never Heard Of." Thanks for joining me. Now, [00:09:00] go give the best site inspection of your life. I'll see you next time.