Ashlee Barron

1.31.19
HAMG.2307.001
Chapter 3 Review Questions

1. What factors influence the organization of a marketing and sales office?

Size, type, and budget of the hospitality firm.
2. What positions are typically found in the marketing and sales office of small,
midsize, and large properties?
At small properties, salespeople usually handle all type of business and may call
on meeting planners, travel agents, and tour operators. Larger properties
generally have specialized sales staff that operates out of a separate office. The
largest organizations have salespeople assigned to specific market segments and
specialization increases further.
3. What are nine characteristics common to successful salespeople, and what
training tools are used to develop salespeople to their full potential?
a. Professionalism
b. Ability to communicate
c. Intelligence
d. Ability to Analyze
e. Motivation
f. Efficiency
g. Persistence
h. Empathy
i. Curiosity
4. What is the role of a regional or national sales office?
5. A regional sales office usually consists of a regional director of sales, area
directors of sales, senior account executives, accountant executives, a research
director, an office manager, and a clerical staff. They may present workshops,
seminars, and receptions to attract local executives. They maintain extensive
records regarding business prospects in the region.
6. What are the functions of independent hotel sales representatives?
They serve as out-of-town or market-source business representatives for
noncompeting properties. Some may be hired as a field salesperson.
7. What are some typical sales records and forms, and what are their purposes?
There is a sales call report, used to document information gathered from sales
calls to be used for general information on the account. A booking form can be
used to process sold business for booking firm convention dates. A lost business
report is used to document any business either cancelled or changed.
8. What are the three basic files used in a marketing and sales office? How are they
used?
 The Master Card File: used in establishing data banks of information on
the needs of clients.
 The Account File: Holds information needed for serving a client’s basic
business needs.
Ashlee Barron
1.31.19
HAMG.2307.001
 The Trace File: Used as a remined of correspondence, telephone calls, or
contacts that must be handled on a particular date.
9. How have computers benefited marketing and sales offices?
 Allow tedious tasks to be accomplished quickly.
 Allow immediate access to information.
 Facilitate personalized mailings based on data in memory banks.
 Reduce the risk of human error with less change of information being lost
or misplaced.
 Store information that can help the sales office direct specific sales
promotions or programs.
 Simplify mass mailings, generate mailing lists in much less time than by
hand.
 Enhance communication between properties.
10. What are some of the things that should be considered when evaluating a
marketing and sales office?
 Does everyone understand the customers’ needs come first and the role of
marketing and sales is to meet those needs?
 Does everyone on the marketing and sales staff have a thorough
understanding of the marketing plan?
 Does everyone on the staff know the property, competition, and
marketplace?
 Do salespeople have a clear understanding of their goals and do they have
a weekly call plan?
 Is there a system in place for proper maintenance and security of account
files?
 Are all necessary elements for operating a successful marketing and sales
office in place?