Hospitality sales people should change their voice mail often

hospitality sales voicemail

Hospitality sales people need to change their voice mail at least daily.

Hospitality sales people are our focus — always have, and always will. We’ve done years of research to see what distinguishes the best hospitality sales people in the world from their peers. And some of the  results are obvious — others, not so much.

In the ongoing effort to identify new accounts, and to build credibility, hospitality sales managers have to be available when clients call. But since we haven’t figured out how to clone ourselves, the best hotel sales people can do is get back to people as quickly as possible when they call. A common denominator of great hospitality sales people is that they change their voice mail at least on a daily basis.

Here’s an example of your a.m. message: “Hi, this is Sally in the sales office, and today is Thursday March 25th. I am in the office today however I’m currently out on the floor with customers giving a site inspection, or on the other line. Please leave a message, and I will get back to you before 11 o’clock.”  For the afternoon message Sally might say, “I promise to get back to you before 4 o’clock.” When you call back before 11 o’clock or 4 o’clock you’re truly demonstrating credibility.

Have your office voice mail transferred to your cell phone if you’re going to be out of the sales office, so now you’ll have to change your cell phone message too. “Hi, this is Sally and today is Thursday March 25th. I am out on sales calls with my customers, but if you leave I message I promise to get back to you within the hour.”  Then you call back within the hour, “Hey, I know you called Mary, I was out on hotel sales calls but your calls are important to me, so how can I be of assistance?” And there you have demonstrated genuine reliability, eliminating their need to call the competition.

Here’s your homework assignment you hospitality sales pro: Go back and change your voice mail!


And don’t forget that we’re having a contest:


Want to win a great prize? It’s easy!

Here’s YOUR CHOICE of two great prizes to aid your Hotel Sales Career:

CHOICE #1  The Hotel Sales Smart Pack training program, recognized as the most productive hotel sales training program available. The Hotel Sales Smart Pack™ 2nd edition is the training program of choice for over 1,000 full and limited service hotels, resorts and CVB’s.

Hotel Sales Smart Pack

Retail price: $395

As in the 1st edition, the 2nd edition contains no videos or cassettes, and is an internally administered, proceed at your own pace, hotel sales team training program. The material, techniques and programs covered have been compiled from hundreds of interviews and studies of meeting and travel planners and truly successful hotel salespeople. You too can provide critical training for your sales team without having to attend costly seminars.

  • 26 brand new exercises involving critical hotel selling skills including Role Playing Scenarios, Self-Evaluations, Quizzes and Team Tracks.
  • Accelerating the Rapport Building Process with Customers, Selling, Down Times, Removing Resistance, Negotiating, Closing, Selling vs. Servicing vs. Administrating, Effective Presentations and more.
  • No prep time, realistic, challenging and easy to use
  • Need not have experienced the 1st edition to take advantage of the 2nd edition.

Read what people in hotel sales all over the US have to say about the Hotel Sales Smart Pack:

“Smart Packs are standard inventory in every one of our hotel’s sales offices. The exercises are based on ‘real life’ hotel sales situations and each time our sales associates use one it reinforces the selling techniques which we know lead to maximum productivity.”

Brett Arriola, Senior Vice President Sales & Marketing
Remington Hotels & Resorts Corporation


“Smart Packs are equally effective for my rookies and experienced sales managers. The exercises are first rate!”

Lovell Casieo, Senior Vice President Sales & Marketing
Crescent Hotels



CHOICE #2  A personal, ONE-ON-ONE 60-minute telephone consultation with Steve Steinhart, The Hotel Sales Coach. It can be about any topic you like that is related to hospitality sales.

Price: Well, priceless!

  • Do you have a proposal you’re sweating for a particularly tough client?
  • Did you not understand part of these free training videos or blog posts and you want a further explanation?
  • Do you have an area that the Hotel Sales Coach free training has not addressed?
  • or, do you have another issue related to hotel sales you want to discuss?
This 1 hour consultation will take place at a mutually agreed upon time, and will be completed in one session.

How do you win your choice of these two prizes? It’s simple…

To win, all you have to do is comment on this video or any other video that we’ve posted on the Hotel Sales Coach site. Or it can be a comment on one of the blog posts on the site — there are over 60 now to choose from.
Write a comment or question, or share an experience from your hotel sales career. Use your imagination!
The contest is open between now and May 31 and we will choose the best comment posted — it could be insightful, amazing, witty, a great question, an amazing hotel sales experience you had, or a real stumper of a question… The comment that impresses us the most will be judged the winner and he or she will have the choice from the two prizes above.


Posted 5/20/13


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Leave A Reply (6 comments so far)

  1. Steve Steinhart
    5 years ago


    Thanks for your nice feedback.

    Change isn’t always difficult if the changes you are making work the very first time you execute them. If behavioral change works and success follows that is a very good formula for increased productivity and improved morale.


  2. Steve Steinhart
    5 years ago

    Gail… Your question shows great insight. Candidly…it is tough to motivate any individual. Motivation is a result of individual passion. However, by providing outstanding training tools and being available for assistance and feedback persons new to our industry tend to become productive very quickly in their careers


  3. Steve Steinhart
    5 years ago


    Thanks for your kind comments regarding It is tough sometimes to stay on course in the hospitality industry. Often there are so many interruptions and distractions that prevent us from remaining focused on soliciting new business, it’s a wonder we hit quota as often as we do.

    Thanks for your attention to detail and always putting yourself in a position to help clients solve their problems. Customers tell us repeatedly that he salesperson who can help them with their issues are indeed the ones they tend to be the most comfortable with.


  4. Gail Perry
    5 years ago

    What is the best tip you can give to new hotel sales professionals that are just getting their feet wet , and how do you keep this generation of hotel sales professionals motivated?

  5. Micheal Villones
    5 years ago

    Well, I have been a Hotel Sales Manager for three properties for only three months. I wish I would have found this information my first week.

    I run into all the things in this blog every single day, making this blog 100% relevant. If there is any other open source websites anyone knows about please contact me and let me know.

    Steve, I will check back here every day, I have also forwarded this website to all the other sales leaders in my company so they can to get ahold of this useful information.

    Thank you,

  6. Winston Landes
    5 years ago

    Steve, I want to say thanks for this. I hadn’t thought about leaving that kind of outgoing message so that I can set myself up to succeed with my clients. I know this will require a change of habit for me, but once it is a new habit, this is going to be great!

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