PROJECT 11: COMMERCIAL LEARNING
Project Owner: Gaurav Bhatkar (Shangri-La Bangalore)
PROBLEM STATEMENT:
Our colleagues in line operational roles (for example, F&B attendants) at the moment do not engage the guests in order to upsell, cross-sell and / or suggestive sell hotel services. It has been observed that they behave from a “taking-order” perspective rather than facilitating suggestions that the guests may benefit from and that can ultimately generate more revenue for the hotels. This is particularly important in all F&B outlets (in all service periods), in front office (to upsell rooms) and the Spa (upsell products and experiences). Further, our sales teams (including business development managers, directors of sales etc) do not have any learning program to enhance their sells skills. This can be resolved if we identify the gaps, map a journey to make the front line roles come commercial and identify specific gaps in the sales leaders to then create learning programs to close both gaps.
PROJECT OBJECTIVES:
• Define how operational roles in F&B, Rooms, Spa and any other areas of opportunity can become more commercial (what skills are necessary) developing their confidence to upsell / cross-sell / suggestive sell. • Map a commercial learning journey for front line colleagues with the purpose of closing the identified gap. • Suggest the type of learning that will be developed and the roll out strategy including time lines, possible content, stakeholders. • Map the commercial learning journey for colleagues and leaders who actually work in sales functions (higher capability content) also suggesting what programs need to be develop to enhance their skills.
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