To Sell It, You Need to See It!

Unquestionably, selling luxury travel is a challenge.

As a luxury specialist, you are expected to be extremely knowledgeable about the products and experiences you offer your high-end clients. Hotels, of course, are no exception to that rule. Although meetings with property managers and sales directors will provide you with a lot of the basics, to truly learn about the hotels you sell, you must visit them.

Paying Your Way

Inspecting properties as a paying guest is by far the best way to learn about a hotel, but affordability can be a concern. If you have sold a hotel in the past, consider asking for an agent rate. Contact hotels directly or speak with sales directors with whom you have established relationships. If the cost is not affordable, then arrange site inspections using agent rates for properties that you know you can present to your clients.

Get to Know the Doormen

I always arrive early for an inspection and spend a few minutes chatting with the doorman. Doormen, especially those who have been at a property for quite a while, provide a wealth of information. I ask them about small local restaurants, walking/jogging routes, pub/bar recommendations, etc. I have great relationships with a number of doormen and talk to several by phone when they have something new they think would be of interest to me.

I also speak with staff in different departments—housekeeping, bar and restaurant staff, bellman—about the hotel and the surrounding area.

I sit in the lobby before the inspection, as watching the staff and guests interact is important. Are guests waiting a long time to check in? Are staff members smiling?

What to Look For

At the start of the inspection, I ask questions based on research that I conducted prior to my arrival. I take my own photos and assess the furnishings, walls and baseboards. I listen for traffic if the hotel fronts a busy street and note particular rooms where I can or cannot hear the sound.

Taking detailed notes is essential. I make a note of everything from the toiletries in the bathrooms to flowers and, for arriving guests, to the room service menu and the hours that the service is available.

Lastly, I send email follow-up questions and always send a thank-you card.