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.• , <br /> 1111 <br /> Chapter 9 Forecast of Future Performance <br /> IRoom Rates <br /> To determine what the market will support, in terms of guest room rates, we surveyed <br /> all of the hotels in the large r demographic market area. <br /> Each hotel was contacted on <br /> three separate occasions. We spoke with staff and/or employees from each shift <br /> 0 (7:OOAM-3:OOPM, 3:00PM-1 1:00PM &-1 1:OOPM-7:OOAM) determine what room rates were <br /> being used at each hotel. <br /> it <br /> While some hotels handled their reservation traffic better than others, it was very clear <br /> that only a few hotelshave commendable training programs in place. The main issue <br /> we were confronted with was speaking with someone who actually knew the current <br /> 0- room rates. <br /> The poorest performer was the Sheraton Inn, followedclosely by the Hilton Hotel. At <br /> the Country. Inn & Suites (Coon Rapids) we were transferred to a sale person --- simple <br /> to get a room rate quote. Even then, that individual struggled with their computer to <br /> look of the room rates for that very day. Both of the Comfort Inns were very excellent in <br /> explaining features and room types and were noticeable superior (in terms of selling <br /> - skills) over hotels like the larger Sheraton and Hilton. <br /> 41111 <br /> Our survey also found another indicator of poor training. While we made a total of over <br /> 57 telephone calls-to the various hotels, we were not asked for our name a single <br /> time! The issue of being able to talk with one and two people at each hotel and being <br /> 0 able to shop room rates without being asked for a name is beyond belief. How can• these hotels expect to reserve rooms if they are not even able to begin qualifying their <br /> `' <br /> prospects'? Even when we were transferred to the sales person at the Country Inn we <br /> were not asked to give our name. <br /> While each of the hotels were able to quote room rates as we made reservations we <br /> found that 50% of the hotels were quoting the lowest room rates first while the other <br /> properties were quoting their highest rates first. The Holiday Inn Express offer us only <br /> one room rate which was $72.50. At one point the Sheraton offered us a rate of$69 <br /> for a single when the average quoted rate for the same room is $1.19.00. <br /> The Ramada Inn Roseville and the Hampton Inn - Shoreview both offered their <br /> lowest room rates first. Rather than offering a higher room rate and reducing it if there <br /> was resistance they both offered their cheapest rate and only their cheapest one. • <br /> Getting either hotel to discuss the "regular" room rates was not easy --- to say the <br /> least. <br /> 11135 <br /> 1 <br />