sales mgmt awari hotel1

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DEDICATED

This Venture is dedicated to my parents andteachers. Who empowered and empowering inour education.

MAJID BHUTTA & ILYUS SINDHU

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ACKNOWLEDGEMENT

He who follows my guidance, no fears will be have nor will be grieves. Verily, wehave revealed the book to thee in truth, for instructing mankind. He that receivesguidance benefits his own soul. But that strays, injures his own soul.(39: 41).All our humbles thanks almighty Allah, and his Prophet Muhammad (PBUH) whogave his courage to follow his path.Special thanks to MBA report which opened doors of knowledge and wisdom to our.And our sincere gratitude to dearest teacher Pro N A Jaffery.We also owe a great respect seniors of Avari Hotel who inspired us and provide usa all the information.Thirdly, we owe thanks to my Brother Abdul Basit Bhutta who refer us to the GM ofAvari Hotel.

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CONTENTSSr. Topics Page #

Introduction

1. Organizations Name Avari Hotel ....

History of Organization..

2. History of Lahore Avari Hotel.

3. Organizational Chart.

4. Organ gram of the company .

Structure of Sales Department

5. Responsibilities of Sales Management ........

GM.

Director of Sales and Marketing ..

Sales and Marketing Manager..

Sales Manager ..

Regnational Sales Manager ..

Assistant Sales Manager .........

Sales Man ..

6. Recruitment of sales officers..

Selection .

Size..

7. Job Description ...

8. The role of Sales force people ..

9. Training , Recruiting of sales people....

10. Territory or Customer Management..

11. Bases for allocation of Sales Target.12. Performance appraisal method .

13. Promotion Polices ..

14. Reward on achievement of objectives .

15. Compensation Plans

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INTRODUCTIONNAME OF ORGNIZATION

The name of our selected organization is Avari Hotel. Avari Hotel is anorganization which has many branches in many within the country and outsidethe country, like Karachi, Lahore, Jhelum, and outside the country like Dubai. But

we have selected its Lahore Branch. That is VARI LAHORE

History of AVARI HOTEL.When 27 years old Dinshaw Byarm Avari stepped into the dusty part town

of Karachi in 1929, little did he realize that he was embarking upon a full ofchallenges? He could foresee the situation and then make up his mind. If he wassure about be positive outcome of his venture as he was going to take the risk.

That is why despite warming notes by friends and advisors; he wentahead with his pet project The Luxury Hotel in 1947. it was understood, there

would be scope for a first class hotel in the pervious Capital city of a newly foundstate and the expanding population with the arrival of refugees from across theborder, through people were optical about the setting of hotel in the marshy andbarrens lands bordering a creek.

Begging with the 35 rooms and tents the palm fringed beach luxury grewinto a 150 room plush hotel, complete with banquet hall, swimming pool andother such grand facilities. Karachi had its first luxury hotel.

At the same time Dinshaw Avari acquired the park luxury hotel in Lahore,this hotel was late rebuilt by Avari Hotel in Lahore, and this hotel was late rebuiltby Avari hotels to meet the modern requirement and contracted out to Hilton.

In 1988, it was taken back from Hilton. It now has a franchise arrangement

with Ramada Renaissance Chin of Hotels. Standing among other historicallandmarks in the Mall road, this hotel has emerged as the favorite meeting placeor businessmen and landlords of intellectual and professionals.

The Lahore Hilton which was founded on January 3,1978 is dedicated tolate Khorshed Avari, the wife of Mr D B Avari to translate into reality hischerished dream of setting his unique traditions in the hotel industry.

The Avari tradition in hotels is being meticulously carried out by Mr ByramAvari, the son of Mr D.B.Avari after the death of his father. When Hilton Lahorewas started in 1978. there was only restaurant names KIMS later on continentalrestaurant Fort Grill was found.

After two restaurants a banquet hall named Khorshed Mahal was built. In

1991 Bar B Q restaurant Tollington was started. In 1995 Chinese restaurantDynasty was opened. In the same year Avari Dubai was opened.In 1996 Dinshaw banquet hall Avari , Chanab, Jhelum were inaugurated.In 1998, a unique change launched in Avari Lahore only, Japanese

restaurant Fujiyama was inaugurated.At present there are six restaurants in Avari including lobby. Sameovar

Language, two spacious banquet hall & three function rooms. There are total 185room including standard rooms, business class and presidential suites. There are

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45 suite & rest are standard rooms.

The history of Avari Lahore

Avari Lahore is beautiful constructed and ideally located in the heart of

down town business Center of Lahore. It is located on the main road of city,Shah-rah-e-Quaid-e-Azam, formerly known as The Mall. It is surrounded byinformal gardens and has pleasant view from several of the public areas. Thereare hanging gardens on each of its five floors. The hotel has 186 spacious,comfortable and attractively decorated guest rooms.

It also has extensive meeting and convention facilities. The main factionhall, Khurshed Mahal has a capacity of 900 persons. Sutlej, another Hall, hascapacity of 750 persons. Kunhar Hall can accommodate 400 persons; howeverfunction rooms can serve up 150 persons at a time. Besides these halls DinshawMahal has a capacity of 750 person.

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ORGANOGAM OF THE COMPANY

SALES DEPARTMENT CHART

GENERALMAMAGER

Sales & Marketing

Manager

Director

Sales & Marketing

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Sales

Manager

Regional

Manager

Assistant

Sales Manager

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Sale Department Manageing Style

The Management style in the sales Department is very cool. There doesnot seem to be the typical formal relationship at boss and subordinate. There isno interference by the bosses in the daily routine of their subordinates. It is,however, checked whether the set target is achieved or not at the end of themonth. Also there are a lot of verbal appreciation to the subordinates by thebosses.

As far us stress and strains in the department are concerned, the work isdone in very relaxed manner. One of the reasons is the AVARI is enjoying itsbloom times and the department of does not need to work much to yet business.However the sales manager would thee much strain in gas one of theircustomers companies needed room and there is no availability. In such case, theFront Office Manager is required for there always are some spare rooms for

emergency needs. Moreover if the companys guest respective sales managersare reasonable for it. Also it is the company is not paying the dues on time. Thesales manager is asked, I avoid such tensions, the sales manager does acomplete homework and takes necessary action. He makes sure that the guestis coming over and over gain.

General Manager:The General Manager responsible for the successful operation of his

Hotel, He has the authority to make decisions in order to maintain optimumefficiency in operations and public relations. He is assisted by a team ofexperienced Department Heads; each heading a diiferent areas of operation.Most of the departments have more then one sections. They will now beriflydiscuss the functional activities of these departments. All these activities haveone common objective to provide the best possible accommodation andservice to our gusets.

Directors of sales & marketing:The director of sales and marketing motivates his department in his own

way. He sets the monthly target of getting the business called as the occupancytargets and if met it is celebrated in a very casual way. Since the company isenjoying it monopoly as far as the product is concerned the department achieves

its targets very easily. According to the director Product wise we do not haveany competition but hotel wise we do

Sales ManagerThe function of the sales Manager is that they goes to different companies

and try to convince them that they should prefer Avari over any other hotel. Forthat purpose frequent meeting of the managers with the director takes place/Companys list is formulate especially including multinationals. These companies

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are to be visited fortnightly.

Barging ManagerThe Barging Manager in a business of new company is responsible for

that company including the on time payment.

Responsibilities of Sales officer

The sales Department are responsible for soliciting business in aprofitable manner by creating awareness of all the existing services and futurepromotions to the potential clients. It is the direct contact with valued clientsbefore and after the use of the facilities available in the hotel.

The primer aim of sales department is to build personal relation andcontacts with all the clients to fulfill their requirements at any given time and anycost.There are many responsible which the sales people pay his as a duty:

To build the contacts with clients

Soliciting business in a profitability manners

Booking of rooms

To check the occupying status

To check the record of booked rooms

Most of the bookings are made through faxes but some are made directlythrough telephones as well. While booking a room for a guest on telephone,some specific details have to be recorded like.

o Name of client

o Complete address

o Ph # Res/office

o ID card #

o Company name (if has)

o Company status

o Companys name if any

o Date check-in & check-out

o Flight # if pick and drop is required

o Which wing of the hotel is required

o Which category of room is required

o The person who is getting the room booked

o For how many nights, the guest will be staying

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Make conversation with the guestDont be shy to sell the Hotel facilities your recommendation will be

appreciated.

If you cannot help personallyIf you cannot help personally then refer to some one other.

Never blameBe proud of you work and colleagues and make them feel proud of you.

If a guest is waiting for you and you are busy:If your guest is waiting for you but you are busy, in this case you must be

with him soon as possible.

If a guest complains

If a guest complains and call you for the solution of matter but you areunable to deal with the matter, refer to your supervisor immediately.

Dont argue with the guest, ever.

Always apologize for inconvenienceAlways apologize for inconvenience borne by the guest, as it will mitigate

his annoyance at once.

If you cannot give a guest what he wants:If you cannot give a guest what he wants, thanks if you can offer a

reasonable alternative.Everybody will work like a salesman. Always try to develop a spirit of team workamong your colleagues. Remember sharing work makes the job easier. Use MyPleasure whenever being asked or during a conversation with the guest.

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Recruitment of sale officers/ Selection Size

The management of AVARI HOTEL is very sensitive and conscious aboutthe selection, training and recruiting of employees, because it is very importantfor any organization.

AVARI HOTEL management first of recruit from there organization on thefollowing bases

1. INTERNAL HIRING ( In house hiring)2. EXTERNAL HIRING (Outside the Org)

INTERNAL HIRING (In house hiring)Internal hiring means that, sales person hiring from within the organization

and that is depends on following requirements:

Experience

Qualification

Job record

If there is any sales person who fulfills these requirements, he is able to takestand on that responsible post. Then organization gives the chance. But if thereis no single person who has no ability to fulfill these requirements, management

cant believe on approach, because they well know their repute in the worldGOOD WILL. So they try firstly to promote their person because anorganization person can well known their rules and regulations and he or she canwork well if has ability.

But if they no single person who fulfill their job requirements, then AVARIHOTEL management use following ways

EXTERNAL HIRINGExternal hiring based on the sales person hiring from the outside of

organization and that depends on following ways:

Advertising on

Personal Contact

Unannounced Hiring

Advertisement:AVARI HOTEL management use this way for every post but especially for

Sales Department they use this because sales people are very important for the

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well Repute. So they give the advertisement in many News Papers. They haverequirement of sales person is minimum F.A as a salesman.Personal Contact

They use also personal contact but if he or she is able and haveexperience. Sometime they call sales person from other hotels. Who have ability

and going good on the hotel market?

Unannounced HiringUnannounced hiring means that, sometime people take their CVs in sales

departments for sales job. When organization need the sales person sometimeuse this way.

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Role of sales force in an organization

The sales and marketing department of Avari Hotel, is always active inhunting business for the hotel. It has two main sections:-

Sales Department

Public Relationship Department.

Sales Department:Sales department consists of the Director sales and marketing, a number

of sales managers, a sales coordinators and a sales secretary. The salesdepartment is responsible for soliciting business in a profitable manner bycreating awareness of all the existing services and future promotions to the

potential clients. It is the direct content with valued client before and after the useof the facilities available in the hotel. The primary aim of the sales department isto build personal contact with all the client to fulfill their requirement at any giventimes. Most of the bookings are made through faxes but some are made directlythrough telephones as well. While booking a room for a guest on telephone,some specific details have to be recorded like:

Names of the Guest

Companys name if any

Date check-in & check-out

Flight # if pick and drop is required

Which wing of the hotel is required Which category of room is required

The person who is getting the room booked

For how many nights, the guest will be staying

Mode of payments which may be any of the following :

Self

Cash / Credit

BTC (Bill to company)

Telephone and fax numbers

Through the pick and drop services are complimentary; certain conditionsapply to this facility. If the guest is arriving or leaving on regular times, hotel car isused but if the timings are odd like late night or early morning the guest ischarged and the car used for this purpose is called guest car.

The sales department is responsible for promoting the hotel, attracting guestand creating sales promotion, these projections affect the workload and thus the

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staff requirement of the other departments. A large staff is required during theperiod of high occupancy but a smaller staff needed when the occupancy is low.One of the most responsibilities of the sales staff is to create and manage groupsales. The sales Department is also responsible for planning and executingpromotions to promote food a beverage sales. The main activities of sales

Department are market research, advertising planning group sales and publicrelations. Depending on the size and market emphasis of the hotel. The salesstaff may consist of one person or two. Regardless of size , the sales departmentof every hotel has three important mission: The main role of Avaris SalesDepartment are,

1. Attracting new customers2. Motivating previous to return.3. Internal service to existing guests

Apart from the sales department, all hotel employees have an important role

from the door attendant to a housekeeper. Every one who comes and contactswith the guest has a direct influence on the quality of the quest stays.A poplar saying in the marketing circle is that the Best form of promotion is thesatisfied guest.

AdvertisingIs any paid activity that promotes property, sings, television, commercial,

newspapers, magazine, advertisements, posters, displays, and specially mediasuch as pens, match box covers and stationery all seeks to spread awareness ofthe property names. Locations benefits.

Public Relations:

In any unpaid activity that promotes the property, press release, speechesto civic organizations and charity sponsorships are examples of public relationactivities.

Sales Promotions:Refer to the development of tools aimed at supporting the efforts of sales

department. Promotional videotapes, slid presentation, and company newslettersare examples of sales promotion tools.

Personal Selling:Personal selling is one of the most visible aspects of promotion, the efforts

of employees to persuade customer to buy. Sales promotion, rate quotation andbusiness lunches are example of selling.

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Training, recruiting of sales people.

As we know that AVARI HOTEL provides service in hotel and restaurants.In this organization sales people cant work as other sales people. They trainedespecially to serve to attract to the customers by their well attitude and servingstyle.

They trained their sales officer or salesman according to their job and theywant to take work according to following two Categories

1. Customer2. Hotel Management

What the guest Expects from You

The most important person you are dealing with in the course of the day,either directly or form behind the scene is our GUEST. His well being andsatisfaction is our foremost duty and our goal. Without thats we have no reasonto be and to remain in our respective position. Our hotel is a home for them,away from his own home an he expects to receive more than just the basicservice he is paying for.

What Management Expects From their Employees.

The management is working with each other for the common goal ofproviding our guest with impeccable services to provide a most comfortable staywith us.Since they have 500 employees striving for the same goal. Rules and regulationhave been established and are meant to be followed.

The service should be as good as it was yesterday and will be tomorrow.Remember all polices, procedures and rules are made for the customers serviceand convenience.

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erformance Appraisal Methods

Avari Hotel believes and practical the policy of Promotion from withinMost of staff has advance from the lower position. There are many opportunitiesfor advancement for those who care for a little more, a little better service andthose who accept the challenges in their work. By constantly learning more,developing your skills, professional knowledge, and work habits, you maybe ableto eventually take advantages of these opportunities. Every year your supervisorand department Head fills in an Employee Appraisal Form on their performancethus ensuring that no one is overlooked for promotion.

New Employees:All new employees will appraised by their Department Head and theTraining Manager after first 3month of services to ensure that achieve asatisfactory standard of services, hospitality and attitude. All employees mustcomplete a satisfactory training programmed during this times.

Transfer Within The Hotel:The AVARI HOTEL management has method of appraisal that you start in

one department does not mean that you must remain there indefinitely. If youshow an aptitude and if you are considered suitable for transfer, they may betransferred to another department. For the further details contact personnel

Department.

Transfer Within the Company:AVARI HOTEL give you the opportunity of transfer to other hotel of the

company. To do this the employee must have develop their skills to a high level.If they are interested in a transfer within the company hotels, they should discussthe matter with personnel Manager for other requirements.

PensionAfter having completed the probationary period successfully, you become

eligible to join pension scheme through Employees Old age institution. Furtherinformation regarding this can be obtained from Personnel Department.

Our Associations :The management of your hotel will ways be ready to help you to the limits

of its possibilities by giving to their employees. Good working conditions and aclose relationship between our company and its employees are always one ofour chief concerns.

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Promotion Polices

There are many criteria to promote a salesman that are as follow

Service Limits

Qualification

Recommendation

DPC (Departmental Promotion Committee).

Details:

Service Limits:According to these criteria they have a rule to promote a person when hisof her working period is 3-5 years. Then he has chance of promotion.

Qualification:In this method, qualification means that promo table person has ability of

promotion or not for the next post because it is compulsory to know that he hasability or not to work and take more responsibility. If he or she has qualificationaccording to his previous report then he will promote otherwise not.

Recommendation:

In the confidential report the senior person recommend that he or she hasis suitable or not.

DPC:Avari Hotel has also a departmental promotion committee that approved to

promote or not.

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Rewards on Achievements of Objectives

AVARI HOTEL believes that employees hard working can be done whenthey have encouraged by the management because when employees receiveeven a single WORD of good or well, they feel happy and try to work more andwell as before. AVARI HOTEL management also believe on that also, rewardmust be in shape of

Rewards

Appreciation Certificate Promotion

Incentive

Increase salary

Cash

Umra Visa

They have many other awards for their employees which work hard andgive the excellent

Performance that are following:

Awards

Service Award

Courtesy Award

Service Award:AVARI HOTEL Lahore recognizes longevity of employment with the

company by awarding 5,10,15,20 and 25 years services awards.

Courtesy Award:Every month, an employee is chosen for this award for showing

outstanding courtesy to the guests. Recommendation for the courtesy award ismade by the Department Heads and finals selection is done through voting.Similarly every year two supervisor are chosen for this award.

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Territory or Customer Management

AVARI HOTEL is a serving organization that provides service in shape ofhotel (room) and food. The salesman of this organization has no other territoryoutside the hotel. The management gives the territory within the hotel.

Customer Management

The sales department of AVARI HOTEL make the contacts with the

organization likeAir Lines and other well repute organization because like the Air Line, Sometimethey cancel their fighlit in any emergency case than they take the service fromHotels for the staying of passengers.

The sales department have the contacts with their regular customers ,they attract them by following points

Birth day wishes or Anniversary of organization ( They sent gifts)

Special Days (EIDs) (They sent Gifts)

They have special budget for this business strategies ( 20,00,00) annual.

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Compensation PlanThe management of AVARI HOTEL has well known that sales

compensation plan is an essential part of the total program for motivating salespersonnel. A compensation plan plays three roles

To provide a living wages

To relate pay to job performance

To demonstrate the congruency between attainment of company

goals ofIndividual sales persons.

Avari Hotels sales men not work sales in the market they work only withinthe hotel so they have no other types of compensation rather then

STRIGHT SALRYIt is simplest compensation plan under it supervisions receivesfixed sums are regulars intervals. There is no commission systemno salary plus commission system but they compensate to theiremployees by giving straight salary and following compensationplans

Times Holidays

Sick leaves

Personal leave

Retirement Programs

Social Security

Pension plan

Insurance & medical

Physical Examination

Dental Examination

Life Insurance

Misalliances

Meal (in working time twice)

Discount (in hotel and restaurant foods)

All these compensations are provided by AVARI HOTEL to their

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employees. Management wants to get good performance by their sales men soon this point of view they provide them more and more compensation. AvariHotels sales men are not for the work of market they work in hotel. Although theycompanies provide the basic sales compensations like salary, commissions,.Bonus or some compensation thereof) should be in amount large enough to

provide the living wages and sufficiently flexible to adjust for changes in job. Acompensation of types available to sales personnel.Although AVARI HOTEL is not providing such that compensation which

are provided by the other companies that have been write in last paragraph buttheir compensations plan is much attractive and beneficial for the sales man.

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