Sales Management -

Hospitality
 Agenda
 Industry Overview
 Company Profile
 Product & Services
 Sales & Marketing Structure
 Sales Methodology
 Manpower Ratio
 Recruitment & Training
 Functions of Sales Manager
 Sales Targets/Quotas
 Target Segments
 Value Additions
Hospitality Industry
 Hospitality Industry
 Hospitality is about serving the guests to provide them
with "feel-good-effect", this sector includes all business
that provide food, beverages, and accommodation
services

Hotels, restaurants, catering, inn, resorts or clubs who make a
vocation of treating tourists
 In India this sector is growing @ 8.8% and is expected to
rise to US$ 275 billion in next 10 years

The domestic hospitality sector is expected to see investments
of over US$ 11 billion in the next two years within 40
international hotel brands making their presence in the country in
the next few years.

Source - http://www.ibef.org/industry/tourismhospitality.aspx
Club Mahindra Holidays
 About Us
 Mahindra Holidays & Resorts India Ltd. Is a part
of the USD 6.7 billion Mahindra Group, started in
1996
 Flagship brand ‘Club Mahindra Holidays’, has
over 79,000 members and 23 beautiful Resorts
at some of the most exotic spots in India and
abroad
 Mission – “Good Living. Happy Families. ”
 Vision – To be Asia’s No.1 Company in Holidays
& Leisure Services for the Urban Family
 Strategy
 To Identify the Customer base and
targeting them via ATL & BTL Activities
 To increase it’s bouquet of resorts to
provide more variety in holidaying option
 Enhancing its service levels to its
members to provide delight at every point
of interaction
 Tie-ups with Other Hotels/Resorts
 Product & Services
Lifetime Holiday

Fun Days Club Mahindra Travel

One Time Holiday

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
Managing Director
Other Resorts

Brand
Channel
Manager Chief Marketing Officer Brand Manager Chief Sales Officer

BPO Divisional
Chief Sales
Marketing
Officer
Officer Marcom Manager Regional
Chief Sales
Sales
Officer
Officer

Regional Manager Branch Manager

Marketing Manager CDSO Team Sales Value Manager

Marketing Executive Team Leader Take Over Manager

Consultant
Holiday Consultant
 Organization Structure – Sales
Ratio Managing Director
Other Resorts

Brand
Channel
Manager Chief Marketing Officer Brand Manager Chief Sales Officer
4
BPO Divisional
Chief Sales
Marketing
Officer
Officer Marcom Manager Regional
Chief Sales
Sales
Officer
Officer
7-8
Regional Manager Branch Manager
3-4
Marketing Manager CDSO Team Sales Value Manager
4-5
Marketing Executive Team Leader Take Over Manager
4-5
Consultant
Holiday Consultant
 Sales Methodology- Pull & Push
Web
Hits
Strategy
Seminars
Webinars
Ads
PR
Tradeshows
Conferences
Inbound
Tele calling
Direct Mail Outbound
Tele calling

Sales Team approach customer for the Pull Push

interest shown in the product
Central
CDSO Team Database Sales Value Team

Customer
Customer Customer
Customer

Customers are been asked to visit the Sales Value Office

Sales
 Customer Profile
Criteria defined for Target Customer
• Age : >28 < 55
• Marital Status : Married
• Should have Car which valuing +4 Lacs
 Roles & Responsibility – Sales
Value 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 process
HR 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 program
Candidates 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 / Quotas
Targets 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 Addition
 Provide other services like
 Low fare Flights booking
 Processing Documents like VISA approval
 Loyalty Program and providing various offers

Customer Relationship Manager
Thank You