In this episode of the Hospitality Breakroom Podcast, Rachel interviews Tilly, the Reservation Sales Manager at Abode, who shares her experiences and insights from nearly ten years in the industry. Tilly reminisces about her humble beginnings in a basement office and her journey through various roles in the organization. She reveals valuable nuggets such as the importance of creating a welcoming environment by turning on lights and music before guests arrive. Tilly emphasizes the need for thorough knowledge of the properties to answer guests' questions confidently. Another nugget is getting potential guests on the phone to increase the likelihood of closing a sale. Tilly also discusses the importance of gathering arrival and departure times to manage operations efficiently. She shares a strategy to uncover the real intentions of guests, such as celebrating events, to avoid unauthorized parties or weddings. Tilly recounts how inspecting properties multiple times ensures they are guest-ready, highlighting the role of tools like Breezeway. Engaging with guests and providing exceptional hospitality is a recurring theme, as Tilly describes how personal check-ins helped build connections. Despite changing practices post-COVID, Tilly and Rachel stress the significance of maintaining high standards. The conversation is rich with anecdotes, offering a blend of humor, practical advice, and personal stories, making it an engaging and informative listen for anyone in the hospitality industry.

Contact Tilly:

[email protected]

https://linktr.ee/hospitalitybreakroom