Ever think you knew everything you needed to work with a group in your hotel and then they leave dissatisfied? Their experience may have been affected by something that you didn’t even know they were looking for. Understanding what the right questions to ask are will help you avoid upset customers and bad reviews.
It is important to ask the surface questions about rates, size, rooms, F&B spend when booking an event with a group, but asking only this type of question won’t uncover the deeper attributes they are looking for in a hotel. You need to uncover their pain points and show a real interest in their experience with you rather than just having a transactional conversation.
So what should you ask them? Asking probing questions is the first step in the right direction for creating a foundation for a relationship and future referrals. These questions are open-ended and will get the meeting planner talking about what they’re really looking for.
Some examples of probing questions are:
- What is most important to you when choosing a hotel partner?
- I noticed you held your last event at Hotel XYZ, how long have you been working with them?
- What do you like most about them?
- What is one thing that you would change about your last event with them?
Asking these questions will show meeting planners that your main priority is satisfying their needs and providing them with spectacular service. This, combined with other hotel sales best practices, will ensure that you are creating repeat business and gaining those customer referrals.
Want to learn more or grab a refresher on the essential building blocks of streamlining your sales? Sign up for Knowland University’s industry practice webinar, Hotel Sales Essentials.