Sales Management - Sales Management - HospitalityHospitality

AgendaAgenda

Industry OverviewIndustry Overview Company ProfileCompany Profile Product & ServicesProduct & Services Sales & Marketing StructureSales & Marketing Structure Sales MethodologySales Methodology Manpower RatioManpower Ratio Recruitment & TrainingRecruitment & Training Functions of Sales ManagerFunctions of Sales Manager Sales Targets/QuotasSales Targets/Quotas Target SegmentsTarget Segments Value AdditionsValue Additions

Hospitality IndustryHospitality Industry

Hospitality IndustryHospitality Industry Hospitality is about serving the guests to provide them Hospitality is about serving the guests to provide them

with "feel-good-effect", this sector includes all business with "feel-good-effect", this sector includes all business that provide food, beverages, and accommodation that provide food, beverages, and accommodation servicesservices

Hotels, restaurants, catering, inn, resorts or clubs who make a Hotels, restaurants, catering, inn, resorts or clubs who make a vocation of treating tourists vocation of treating tourists

In India this sector is growing @ 8.8% and is expected to In India this sector is growing @ 8.8% and is expected to rise to US$ 275 billion in next 10 yearsrise to US$ 275 billion in next 10 years

The domestic hospitality sector is expected to see investments The domestic hospitality sector is expected to see investments of over US$ 11 billion in the next two years within 40 of over US$ 11 billion in the next two years within 40 international hotel brands making their presence in the country in international hotel brands making their presence in the country in the next few years. the next few years.

Source - http://www.ibef.org/industry/tourismhospitality.aspx

Club Mahindra HolidaysClub Mahindra Holidays

About UsAbout Us

Mahindra Holidays & Resorts India Ltd. Is a part Mahindra Holidays & Resorts India Ltd. Is a part of the USD 6.7 billion Mahindra Group, started in of the USD 6.7 billion Mahindra Group, started in 19961996

Flagship brand ‘Club Mahindra Holidays’, has Flagship brand ‘Club Mahindra Holidays’, has over 79,000 members and 23 beautiful Resorts over 79,000 members and 23 beautiful Resorts at some of the most exotic spots in India and at some of the most exotic spots in India and abroad abroad

Mission – “Good Living. Happy Families. ”Mission – “Good Living. Happy Families. ” Vision – To be Asia’s No.1 Company in Holidays Vision – To be Asia’s No.1 Company in Holidays

& Leisure Services for the Urban Family & Leisure Services for the Urban Family

Strategy Strategy

To Identify the Customer base and To Identify the Customer base and targeting them via ATL & BTL Activitiestargeting them via ATL & BTL Activities

To increase it’s bouquet of resorts to To increase it’s bouquet of resorts to provide more variety in holidaying option provide more variety in holidaying option

Enhancing its service levels to its Enhancing its service levels to its members to provide delight at every point members to provide delight at every point of interactionof interaction

Tie-ups with Other Hotels/ResortsTie-ups with Other Hotels/Resorts

Product & ServicesProduct & ServicesLifetime Holiday

Club Mahindra Travel

One Time Holiday

Fun Days

Holiday With Family once a year for 25 years and Access to 40 resort Domestic and 3700 destinations around the world

Travel Planning service – Accommodation, best deals on air ticket, sightseeing, Documentation like Visa processing

Provides One Time Holiday Packages at various locations in India

Family holidays a one-point contact and dedicated relationship manager, travel services, and more

Organization Structure Organization Structure Managing Director

Chief Marketing Officer Chief Sales Officer

Chief Sales Officer

Chief Sales Officer

Regional Sales Officer

Branch Manager

Sales Value Manager

Take Over Manager

Holiday Consultant

Chief Sales OfficerDivisional Marketing Officer

Regional Manager

Marketing Manager

Marketing Executive

Brand Manager

Marcom Manager

Brand Manager Chief Marketing Officer

Chief Sales OfficerDivisional Marketing Officer

Regional Manager

Marketing Manager

Marketing Executive

Brand Manager

Marcom Manager

Channel

BPO

Other Resorts

Team Leader

CDSO Team

Consultant

Organization Structure – Sales Organization Structure – Sales Ratio Ratio

Managing Director

Chief Marketing Officer Chief Sales Officer

Chief Sales Officer

Chief Sales Officer

Regional Sales Officer

Branch Manager

Sales Value Manager

Take Over Manager

Holiday Consultant

Chief Sales OfficerDivisional Marketing Officer

Regional Manager

Marketing Manager

Marketing Executive

Brand Manager

Marcom Manager

Brand Manager Chief Marketing Officer

Chief Sales OfficerDivisional Marketing Officer

Regional Manager

Marketing Manager

Marketing Executive

Brand Manager

Marcom Manager

Channel

BPO

Other Resorts

4-5

4-5

3-4

7-8

4

Team Leader

CDSO Team

Consultant

Sales Methodology- Pull & Push Sales Methodology- Pull & Push StrategyStrategy

Seminars Webinars

Tradeshows Conferences

Ads PR

InboundTele calling

Web Hits

Direct Mail OutboundTele calling

Pull Push

CDSO Team Sales Value TeamCentral Database

Customer Customer

Sales

Customers are been asked to visit the Sales Value Office

Sales Team approach customer for the interest shown in the product

Customer Customer

Customer ProfileCustomer ProfileCriteria defined for Target Customer

Age : >28 < 55

Marital Status : Married

Should have Car which valuing +4 Lacs

Roles & Responsibility – Sales Roles & Responsibility – Sales Value ManagerValue Manager

Heads the Club Mahindra outlet / store

Handles 4 to 5 Take Over Manager and 15 to 20 Holiday Consultant

Accountable to pull lead generation and filter it through tele-calling

Accountable for actual target audience footfall (Min 12 to 15 couples per day)

Responsible for store target

Responsible for 25% conversion of actual target audience to buyer

Recruitment of Holiday consultants

Recruitment processRecruitment processHR department plays minimal role in recruiting Holiday consultant

Holiday consultant are directly recruited by Sales Value Manager– Holiday consultant only taken to the next level on the basis of their performance– They are recruited on the basis of Fixed + Variable or Variable salary

Few manager’s are recruited from similar industry and role by corporate team

Training programTraining programCandidates at the joining are provided with rigorous training for a week to 10 days

– Product Training– Sales training– Communication skills– OJT

Quarterly / Half yearly refresher training for a day

Offsite training for manager’s once a year

Other function are give OJT

Target / QuotasTarget / QuotasTargets are decided by the top management every quarter for every region

– Targets are based on sales value and no of foot falls– Regional Sales Manager strategically decides target for every Branch Managers– Targets are decided based on the Stores Location– Every Store need to have minimum 12 walk-in every day– 25% conversation of walkins

Value AdditionValue Addition

Provide other services likeProvide other services like Low fare Flights bookingLow fare Flights booking Processing Documents like VISA approvalProcessing Documents like VISA approval Loyalty Program and providing various offersLoyalty Program and providing various offers Customer Relationship Manager Customer Relationship Manager

Thank YouThank You