Athabasca University, Athabasca

• BUSINESS ADMN

• 1. What is the difference between internal marketing and internal sales? Why is each important? Internal marketing seeks to sell employees on the property and their importance to its success. Internal sales are directed toward guests already at the property and is a systematic plan to meet guest needs and increase revenues.pg219 2. What is “employee” empowerment” and how can hospitality firm use it to meet guest needs? Employee empowerment is a program that gives employees the authority to make on-the-spot decisions to respond to guest needs-decisions that were previously relegated to those higher in authority.pg224 3. What is the role of the general manager in internal sales? In what three ways can he or she develop a sales-oriented staff? The role of the general manager in internal sales are:pg226, 227  Hiring sales-oriented employees  Training employees in sales techniques  Motivating employees to sell 4. What is relationship selling? Why is it so important to a hospitality firm? Relationship selling can be defined as building guest loyalty by creating, enhancing and maintaining relationship with guests.pg227, 228, 229 5. What are the four areas that should be covered in employee training to better equip employees to assist guests and build rapport? The four areas that should be covered in employee training to better equip employees to assist guest and built rapport are:pg229, 230, 231, 232, 233  Knowing the property  Knowing the community  Interacting with guests  Learning sales skills 6. What are three methods front desk agents and reservationists can use to upgrade a guest’s request for a guestroom? How are they used? The three methods front desk agents and reservationists can use to upgrade a guest’s request for a guestroom are:pg234, 235  The top-down method is used to encourage guests to reserve middle or high rate rooms.  The rate-category-alternatives methods is an easy and effective way to sell middle-rate rooms to guests who might otherwise choose a lower rate.  The bottom-up method is used when a guest has made a reservation but had requested a low-priced room. 7. What are some of the ways hotel empl