Archives : 2011 : December
Last Minute Holiday Bookings…
December 29th, 2011It never fails, a steady flow of last minute callers wanting to secure a reservation the week before a busy holiday weekend. It would seem appropriate to liken these callers to fish in a barrel. However, after listening to reservation calls I find this often isn’t the case. These vacationers are savvy shoppers who are quickly comparing all their options before booking that last-minute stay. I would recommend you ask the following of your teams’ process for handling these calls:
1. Did we determine the one BIG expectation they have for this vacation?
- Hot tub
- Deck
- BBQ
- Proximity to the beach/ski hill
- Family friendly activities
If you didn’t get the one BIG expectation, you are setting yourself up to compete on price alone. I would rather sell on value and that one BIG expectation that’s going to make their vacation unforgettable and more enjoyable.
2. Did we set the expectation to follow-up with them as a value added – concierge level – service?
These guests may not book on the first call. Differentiate yourself by offering the value-added service of a follow-up call. “Since this is last minute, I would be more than happy to give you a quick call this afternoon and help check one more item off your to-do-list.”
Here’s to capturing more of those last minute bookings.
Brise Carpenter
Client Advocate
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