Hospitality Management Assignment: Solutions and Analysis Report

This document presents a detailed solution to a hospitality management assignment, addressing various aspects of the industry. The assignment explores the effectiveness of selling benefits versus features, analyzing the impact of sales training on customer interactions and objection handling. It also examines the advantages of hotels over off-site caterers, focusing on profitability and sales strategies. Furthermore, the solution recommends an auditorium/theater-style setup for meetings and discusses the services offered by the Cheyenne Mountain resort, including pricing, menu guidelines, and community involvement. The assignment also covers the advantages and disadvantages of standardized contracts for groups and highlights the use of social media platforms like Facebook and TripAdvisor for property promotion and customer engagement. References from various sources support the analysis.

hospitality management
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Answer 1: The selling features demonstrate the elements of the products by assuming that the
customers will like the product to a great extent. For example, the widgets have the potzeebies of
the dual plug. Further, the customers get confused and are not able to understand that why a
specific feature is useful to them. Whereas selling benefits helps in describing the feature of the
product and it improves the situation for the customers. For example, the widgets are produced
locally, and the customer can be assured of the quick and the immediate delivery of the product
(Atmaz, A., & Basak, S. 2017). Therefore, selling features is ineffective because the customers
are confused about the product, and they are not able to make the purchase decision. Selling
benefits and the features are effective as it helps the customers to understand that how they will
be benefited from the particular product and prioritize their needs accordingly about the product.
Answer 2: The conversation between the customer and the sales person clearly states that the
sales person has used the move-on step in order to barrel the obstacles and the objections.
Further, the sales person have effectively used the move-on step in order to sell the services and
convince the customers to avail the services of the resort. While using the move-on step, the
sales person effectively and efficiently handled the situation and gave an effective reply to the
customer and assured him/her that they are taking the reviews very seriously and making efforts
to change the negative points to the positive ones in order to attract more customers and develop
a great brand image. Therefore, it has been observed that the sales person has improved the skills
and the capabilities to a great extent because of the training.
Answer 3: It has been observed that the hotels have a benefit over distinct kind of caterers as
they can barrel various kinds of events at the same time. Hotels are good at offering services.
Further, the hotels mainly believe in the maximization of the profitability due to the division of
the sleeping rooms, and they are focused to maximize the sales through this division only

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(Lawson, F. 2015). People prefer catering of the hotels as compared to off-site caterers because
they are less expensive and the cost is not hidden which sometimes causes a loss for the hotels.
Therefore, in order to avoid such occurrence of losses, the hotels have started having a restriction
on the sales of local catering, and they aim to generate the revenues through the division of
sleeping rooms only.
Answer 4: The auditorium/theater style is recommended for such type of meeting. This setup
style of room has a row of numerous chairs which are facing the front side of the room. They are
divided by the side or the center aisles which enables the delegates to access with ease. Further,
this style of the room is suitable for the meetings of long durations. Therefore, this sets up the
style of the room will be suitable for the meeting planner to host a meeting for 4 long hours and
the attendees will be able to take the notes with ease in their notebooks and on the laptops.
Answer 5: The resort which I have used for my project is Cheyenne Mountain resort
("Hometown Hospitality | Cheyenne Mountain Resort, Colorado," 2016). Further, I have
observed that the resort offers the services by keeping in mind the target audience and the prices
of the services vary accordingly. The resort offers a great facility for the meetings along with the
various catering events and the division of the sleeping rooms. The prices of the services are
affordable, and the resort is placed in such a location of the USA where people can reach easily
in order to avail the services. Furthermore, it has been observed that the menus of Cheyenne
Mountain resort reflect the guidelines completely as it upgrades the services timely and also
takes the feedback from the customers seriously in order to make the improvements. For
example, the resort strives to get involved with the community of the Colorado as it offers
commitment services to the customers and the employees.

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Answer 6: The advantages of using the standardized contracts for groups are like the terms of
the contracts are completely understood by the parties which are involved in the groups; the time
is saved as the contract requires only a few blank spaces which are to be filled. Further, it
eliminates and reduces the process of negotiation among the two parties, and there is very less
opportunity in order to negotiate. Whereas, there are some disadvantages of using the
standardized contracts for groups like the fixation of the prices which gives rise to the legal
actions (Ahlin, C. 2015). The other issue is the language which is being used in the law which is
not understood by everyone adequately.
Answer 7: The social media sites which I have used for my property is Facebook and the
TripAdvisor. Further, I have made the presence interactive, and the information is upgraded with
time so that the number of customers can avail the services. There are a numerous number of
followers on the Facebook, and the queries of the customers are answered appropriately.
Moreover, the reviews given on the TripAdvisor by the customers are taken seriously in order to
make the improvements in the services so that the customers can avail the services by getting
completely satisfied. It has been observed that the Facebook is doing a great job as compared to
TripAdvisor and two people from the property respond to all the reviews.

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REFERENCES
Ahlin, C. (2015). The role of group size in group lending. Journal of Development
Economics, 115, 140-155.
Atmaz, A., & Basak, S. (2017). Option Prices and Costly Short-Selling.
Hometown Hospitality | Cheyenne Mountain Resort, Colorado. (2016). Cheyennemountain.com.
Retrieved 23 February 2017, from
http://www.cheyennemountain.com/about/hometown_hospitality/
Lawson, F. (2015). 20 Hotels. Metric Handbook: Planning and Design Data.