HA400 : Syllabus
HOSPITALITY SALES MANAGEMENT
HA - 400
Web Class Syllabus
WINTER SESSION 2004
Northern Arizona University
School of Hotel and Restaurant Management
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1.0 General Information
SHRM Administration Building, Office #2
NAU Box 5638, Flagstaff, Arizona 86011
Phone & Voice Mail: (928) 523-1713
Fax: (928) 523-1711
Personal Web: http://jan.ucc.nau.edu/~rgm
BY APPOINTMENT Contact me to arrange any special times.
SAVE MONEY: ALL REQUIRED READING IS "ONLINE". All assigned readings are found on each "Topic Page" on Web.
1.312 Students Aspiring To Enter Sales And Marketing.
Some students have questioned whether or not hospitality operations FIT their personal make-up. There clearly are people who have the personality and desire to be in sales. Since this is the only course at the hotel school that details Hospitality Sales, hopefully these students will "self-identify" themselves.
1.32 Can this Course Help Me in Other Aspects of My Life?
Absolutely! This course will teach you about PERSUASION. There are two primary areas in which you will need to be skillful in persuasion:
........1.321 Most people will make about five (5) changes in jobs and/or careers throughout their working life. Since you can view your skills and talents as a "product," you will need to "sell" or persuade a future new boss or company that your skills are the right match for their needs.
........1.322 Most of you hope to be leaders and managers. The age of management by dictate and authoritarianism is long gone. You need to be able to persuade your employees to follow your lead. Persuade them that your vision and strategy to reach that vision is in their best interests. You need to win their "hearts" and not just their "bodies."
1.33 What's This Course About?
........1.331 It's About Who Are The Hunted And Who Are The Hunters. This course thoroughly discusses hospitality markets (the "hunted") where the revenue is located. It teaches selling (hunting) skills and the tactics that salespeople use to go about obtaining that revenue. And, it teaches sales management skills-the selling (hunting) team's leadership that orchestrates selling strategies.
CONSULTATIVE SELLING IS THE NEWER FORM OF HUNTER. This new hunter is a conservator of his or her "hunting -preserve." They realize that they must protect the "game" from destruction or becoming extinct. This new "hunter" nurtures and maintains. The "old" salesperson "hunter" was only concerned with quantity of game obtained. Maintenance and preservation was not of concern. These old style hunters assumed that there was always an "endless" supply of game.
Continuing the above metaphor, these newer salespeople (hunters) act as a consultant to the customer and helps them to solve problems. They hope to establish long-term relationships with the customer that will lead to repeat business and referrals over a lifetime. This is very different than the old form of selling (hunting) which basically made a quick sale and then moved on to the next customer without investing in relationships.
1.34 What Are The Learning Objectives Of This Class?
1.342 Specific Competencies. "Competencies"
are things that you are able to DO! Through lecture, homework, and in-class
ROLE-PLAY, at the end of this class you will be COMPETENT in the following
2. Sales Management Development and Strategies
1.35 What Are The Learning Methods That Will Be Used In This Course?
2. Steps of the Model. There are eight (8) steps in the model: (a) Phase One: Step # 1, Professional Management and Step # 2, Personal Management, (b) Phase Two: Step 3, Product/Service Management and Step # 4, Customer Management, (c) Phase Three: Step # 5, Presentation Management and Step # 6, After-Sale Management, and (d) Phase Four: Step # 7, Metrics and Evaluation Management, and Step # 8, Continuous Quality Improvement Management.
NOTE: In this course Step # 7 is accomplished by your performance on your course examinations. Step # 8 is OPTIONAL and useful if you want to pursue a career in hospitality sales (resources and further study opportunities are presented).
SEE THE COMPLETE OUTLINE OF THIS COURSE FOLLOWING THE "MODEL"
2. Sharing means that we will all be learning together. No single
person has all of the answers, thus you have responsibility to help
other students solve problems by sharing your insights.
b. Internal Online Material. The course provides additional content material embedded in the web pages of the course itself. These include instructional material, guides for projects, and feedback material.
c. Outside Web "Links." You will be directed to many "links" that will provide additional course content for your knowledge and discussion.
d. All Students in the Class. You will be able to ask questions on a dedicated "listserv." Also, there is a "Virtual Conference Center (VCC) where you will be able to discuss with other students.
e. Your Professor. Your professor is a learning "Coach." The role of a coach is to guide your learning; not "tell" or "lecture" to you. A coach will assist with: (a) structure and motivation, (b) specific and perplexing questions, (c) specific feedback on skill proficiencies, and (d) feedback on total performance. Learning is a product derived from ALL resources stated above. Each student must actively participate to successfully complete this course.
NOTE: Contact your "Coach" by e-mail or make arrangements for personal consultation as needed. Be aware that the coach is not sitting at his computer 24 hours per day but will make every effort to provide you timely responses.
Remember! When asking questions of anyone coach, fellow students, anyone, prepare your questions thoroughly and demonstrate that you have done everything possible to answer for yourself-be very familiar with the material.
f. Yourself. In the final analysis, you and your dedication to learning is the ultimate resource. Just getting by or doing the minimum to earn a grade is mediocre behavior. Your success in this course and in life is dependent on your personal motivation and dedication to your own development.
You demonstrate your personal responsibility through the "extra efforts" that you make: (a) Contributions to the "listserve" and active participation in the VCC and (b) Thoroughness of discussions and work submitted. There is latitude and grading criteria in this course to REWARD superior performance.
This web course is a new adventure for all of us. It may be challenging
at times and exciting at others. It is a journey of learning.
2.0 Course Policies
2.112 Other Assignments. Must be submitted on the required due date to receive credit.
2.12 Web "Discipline." One of the most difficult parts of taking a web-based course is disciplining yourself to complete the work in a timely manner.
2.122 Seniors who will be interviewing for jobs should anticipate that the interviewing process will interfere with their normal time schedule and should complete their work in advance. Likewise, you may need to work ahead if you are participating in a school sponsored activity on the day the assignment is due. Participation in an activity which excuses you from class does not excuse you from turning your assignment in on time. By completing your work a few days ahead of schedule, you may be able to avoid last minute computer problems that would prevent you from meeting the strict deadlines.
& Habits. In a regular class, you are required to attend
class and, thus are systematically given any changes to class assignments
by the professor. In a web class, the only means of communication are
electronic and through your e-mail accounts. SO: SUGGESTED HABITS ARE
TO SYSTEMATICALLY CHECK YOUR E-MAIL AT A MINIMUM ON MONDAYS &
FRIDAYS. This way you will receive all communication at the beginning
and end of each week.
You will be expected to adhere to an honor code
in this class that strictly:
RESULT: Any violation will result in the assignment of a zero for the project or exam plus expulsion from the course.
2.22 Encourages Assisting Other Students in Learning
NOTE: All assignments and work in Web Class is INDIVIDUAL WORK.
2.3 Northern Arizona University Policy Statements
You may obtain a copy of this policy from the college dean's office. If you have concerns about this policy, it is important that you contact the departmental chair, dean's office, the Office of Student Life (523-5181), the academic ombudsperson (523-9368), or NAUs Office of Affirmative Action (523-3312).
2.32 Students with Disabilities
PERFORMANCE CRITERIA (GRADING)
3.1 Performance Criteria (How are you graded?) GO TO CRITERIA SITE NOW!
3.2 Evaluation Feedback
ALL REGULAR ASSIGNMENTS ARE DUE ON THE FRIDAY OF THE WEEK ASSIGNED BY 5:00 PM. Major projects have due date in Expanded Course Outline. As mentioned, no unexcused exceptions will be accepted and you will not receive credit for the assignment.
COURSE OUTLINE AND ASSIGNMENT CALENDAR
4.0 Ha - 400, Course Outline And Assignment Calendar
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