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BT’s Secret Weapon
- Jul 19, 2025
- 3 min read
Is Your Front Desk Helping or Hurting Your Sales? A Guide to Cross-Team BT Success
BT Sellers Don’t Win Alone
You can quote the perfect rate. You can deliver the cleanest RFP response in your market. But if your front desk fumbles the check-in, you’ve already lost the traveler’s trust.
Make Them Stay™ is built on one truth: success is sustained, not solo. The front desk isn’t separate from sales; they’re your Special Forces. And when they’re trained, equipped, and acknowledged, they don’t just support the sale, they help protect it.
The Front Desk Is More Than a Smile
The front desk is the first and final impression of your client’s experience. They’re the ones who hear the things your buyer may never say on a formal call. They’re the ones who notice when something’s off, or when something’s working beautifully.
And when trained right, they know exactly what to do with those details.
Three Ways the Front Desk Can Derail (or Defend) a Sale
Untrained Recognition: If a BT guest hears “I don’t see your company listed,” trust is broken before the keycard is printed.
Disconnected Communication: If guest intel—like a new office opening or a company name, isn’t passed to sales, you lose leads in plain sight.
Passive Execution: A silent front desk is a missed opportunity. But an activated one? That’s your edge.
Train Them Like Special Forces
From the book:
“Your front desk is juggling a lot. BT Sales works best with allies. And the front desk? That’s one of the most powerful allies you’ve got. Treat them like it.”
Here’s how:
Rotate BT Lead Incentive Programs in 4–6 week bursts
Offer meaningful, personalized incentives (not just pizza parties)
Use Smart Forms for lead collection
Post custom leaderboards in the break room
Give public praise during team huddles
Stay Club™ in Action
The Stay Club™ approach turns recognition into retention:
Front desk welcome scripts
BT arrival alerts
Red-to-green check-in support
Weekly BT refreshers tied to actual revenue goals
When the front desk team understands the “why,” they don’t just comply, they contribute.
Partnership, Not Pressure
Lead with partnership. Ask:
“What would make this easier for your team?”
“What kind of recognition really lands?”
“How can we make BT success feel like our win?”
Follow through. Celebrate often. And always bring the front desk into the win.
The Lie, The Lesson, and The Truth
The Lie:
“They work the desk. I handle the deals.”
The Lesson:
Travelers don’t separate departments. Every moment speaks for your entire property.
The Truth:
Your front desk is your secret weapon. Train them like it. Trust them like it. And watch how it transforms the way clients feel about your hotel.
The Reframe
They don’t “help” you close. They’re part of the close. Every guest interaction is either reinforcing your business case, or unraveling it. Equip the front desk to protect what you’ve built.
Free Resource: Front Desk BT Language Prompt Guide
Empower your front desk with the right words to reinforce your business travel partnerships.
This isn’t a script—it’s a tool for alignment. When your front desk knows what to say and when to say it, you don’t just deliver good service—you protect the sale.
This guide includes:
Recognition prompts for returning BT travelers
Discovery questions that uncover potential leads
What to say when a guest mentions another hotel
Language for new offices, repeat visits, or expansion news
Polished responses when rate info is missing or unclear
Download the Prompt Guide and make sure your front desk team is equipped to represent your BT partnerships with clarity, care, and confidence.
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