OTEL SATIŞ ELEMANLARININ GRUP SATIŞLARINDA GÜÇLENDİRİLMELERİNE DÖNÜK ALGILARI.

BENLİ, Sercan; ÇAKICI, A. Celil; ERCAN İŞTİN, Aysen; ÜZÜLMEZ, Meral

Salespersons and their empowerment have an important role in the success of hotel sales. In this context, a research was conducted to determine on what conditions and why salespersons were empowered on price offer. To obtain valid data, research was executed on salespersons who have been working for a national chain hotel in Turkey, assuming that members of chain had similar organizational culture. Data were obtained through salespersons responses to open-ended questions which were e-mailed in July 2015. Out of 53 salespersons in 13 hotels, 28 persons responded to the questions. Data were subjected to content analysis. It was detected that salespersons were empowered by top management considering mainly demands for hotel services. It is widely believed that the more empowerment of salespersons on price download means the faster sales process and the more guest satisfaction. It was also found that empowerment could strengthen the sense of responsibility of salespersons and increase their performances. On the other hand, there was also a dominated concern that the empowerment might create inconsistency in pricing policies. The study ended up with the recommendation that empowering the salespersons within the limitations determined by top management considering demand and cost issues could positively affect performance figures of hotels besides guest satisfaction.

Balikesir University Journal of Social Sciences Institute, 2017, Vol 20, Issue 37, p293

1301-5265

Academic Journal

10.31795/baunsobed.645176