酒店人員推銷(xiāo)要有怎么樣的素質(zhì)？

酒店人員推銷(xiāo)要有怎么樣的素質(zhì)？
    酒店人員推銷(xiāo)是酒店促銷(xiāo)最為重要的工具之一。它是指酒店利用人員通過(guò)與客人的接觸向其推銷(xiāo)產(chǎn)品和服務(wù)的促銷(xiāo)方式。推銷(xiāo)的最終結果取決于推銷(xiāo)人員的素質(zhì)、推銷(xiāo)計劃與推銷(xiāo)過(guò)程中的技巧運用。
1.推銷(xiāo)人員的素質(zhì)
   （1）積極的職業(yè)態(tài)度
    積極的職業(yè)態(tài)度包括以下幾個(gè)方面：首先，正確地認識自己，只有正確認識自己，才能了解他人，而了解推銷(xiāo)對象是推銷(xiāo)成功的基礎。要勇于承認自己的過(guò)錯，不抱怨客觀(guān)，而且要時(shí)常反省自己，以便更深入的認識自我；其次，正確地認識推銷(xiāo)工作。推銷(xiāo)不僅可以推動(dòng)酒店產(chǎn)品的銷(xiāo)售、滿(mǎn)足客人的需求，而且，也能充分發(fā)揮自己的聰明才智，實(shí)現自我價(jià)值；再次，正確對待挫折。推銷(xiāo)工作中經(jīng)常遇到的挫折是客人的拒絕，沒(méi)有遇到拒絕的推銷(xiāo)是不正常的，拒絕只是客人一種本能的保護性反應，只要推銷(xiāo)人員樹(shù)立信心，在尊重客人的基礎上，運用相關(guān)的知識和嫻熟的技能去推銷(xiāo)，成功的路就在腳下。
   （2）營(yíng)銷(xiāo)導向心態(tài)
    酒店推銷(xiāo)人員推銷(xiāo)時(shí)的心態(tài)，對言行舉止和與客人的關(guān)系都會(huì )產(chǎn)生影響。推銷(xiāo)過(guò)程中，不同的推銷(xiāo)人員會(huì )表現兩種不同的心態(tài)：第一種是推銷(xiāo)導向心態(tài)，“我必須盡全力推銷(xiāo)成功”；第二種是營(yíng)銷(xiāo)導向心態(tài)，“我來(lái)是幫助您解決問(wèn)題并滿(mǎn)足您的需要”。推銷(xiāo)導向心態(tài)體現在行為上就是以自我為中心，采取形式上的主動(dòng)，強調本酒店vi設計的產(chǎn)品服務(wù)如何優(yōu)良等；營(yíng)銷(xiāo)導向心態(tài)則以客人為中心，聆聽(tīng)并關(guān)心客人需要什么，強調自己的產(chǎn)品能給他帶來(lái)什么好處并向其推薦購買(mǎi)機會(huì )。以客人為中心是成功推銷(xiāo)的保證。
   （3）相關(guān)的知識
    酒店推銷(xiāo)人員一定要具備與所推產(chǎn)品和服務(wù)相關(guān)的各種知識，如產(chǎn)品的生產(chǎn)過(guò)程、產(chǎn)品的優(yōu)點(diǎn)、功能等；要熟悉自己酒店的歷史、戰略目標、財務(wù)政策、部門(mén)設置和主要產(chǎn)品的銷(xiāo)售地位以及酒店的主要設施問(wèn)題；要了解相關(guān)的法律法規，尤其是涉及消費者權益的內容，以保證推銷(xiāo)行為在法律允許的范圍內進(jìn)行；要掌握社交和禮儀知識，以指導自己的實(shí)踐活動(dòng)。
   （4）嫻熟的推銷(xiāo)技能
    酒店推銷(xiāo)人員只有掌握嫻熟的推銷(xiāo)技能，才能夠有效地與客人溝通，清楚地表達自我，介紹產(chǎn)品，從而促成交易。
The hotel staff to sell the how the quality?
    The hotel staff to sell one of the most important tools in hotel promotions. It refers to the hotel through contact with the guests to sell products and services promotions. The final result depends on the quality of sales personnel, marketing skills to use in marketing planning and marketing process.
1 sell the quality of personnel
   (A) positive and professional attitude
    Positive and professional attitude, including the following aspects: First, a proper understanding of their own, only a correct understanding of themselves, to understand others, and understanding the basis of marketing object is to sell successfully. The courage to admit their own fault, do not complain about the objective, but should always reflect on their own, so that a better understanding of the self; Secondly, a proper understanding of the marketing efforts. Sell ??not only promote the hotel product sales to meet the needs of the guests, but also give full play to their wisdom, to achieve self-worth; again correctly deal with setbacks. Often encountered setbacks in marketing efforts is the rejection of the guests, not encountered refusal to sell is not normal, and refused to just guests an instinctive protective response, as long as the sales staff confidence, on the basis of respect for the guests use knowledge and skill of the skills to sell the road to success is at your doorstep.
   (2) marketing-oriented mentality
    Hotel sales staff marketing mentality, demeanor and guests will have an impact. Selling process, sales personnel will show two different state of mind: the first is a market-oriented mentality, "I must make every effort to marketing success"; second is marketing-oriented mentality, "I'll help you solve problems and to meet your needs. Market-oriented mentality is reflected in behavior, self-centered, to take formal initiative to emphasize how good products and services of the hotel; marketing-oriented mentality while the guests as the center to listen to and care about what guests need, stressed that their products can What are the benefits brought him to recommend buying opportunity. Guests for the guarantee of a successful marketing.
   (3) knowledge
    Hotel sales personnel must have the products and services are pushing a variety of knowledge, such as the production process, product advantages, features; to be familiar with the history of their hotel, the strategic objectives, financial policy, the department set and the main products sales position and the main facilities of the hotel; to understand the relevant laws and regulations, especially involving the interests of consumers of content, in order to ensure that the marketing behavior to the extent permitted by law; to grasp the social and ceremonial knowledge to guide their practice .
   (4) skilled marketing skills
    The hotel sales personnel only to master the skillful marketing skills, be able to effectively communicate with the guests to express themselves clearly, introduce products, which led to the transaction.