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Events department in a hotel by Elvira Santin - Coggle Diagram
Events department in a hotel by Elvira Santin
Who is Elvira?
Catering & Conference Executive
What is a lead?
Potential customer that shows interest in your business
How do leads arrive to the hotel?
GSO (Global Sales Office)
Mi Leads (Marriott hotel internal sales -
hotel to hotel, cross-sale)
Business trips, Sales Calls, Hotel Site Inspections, Business Visits, Travel Agencies
Convention Bureau / Turisme de
Barcelona
Direct requests: phone, email & walk-in
CVENT
Other web page or intermediaries (HPN,
Hotelplanner, Meeting Select, HRS, etc )
How are leads qualified?
Type of group and purpose
From what market it comes from
Purpose
Needs and preferences
Priorities of the group
Key factors to get the client's confirmation (rate, price, services)
Competitors and budget
What is the client's budget
On which other hotel is the client interested in?
How can we make the difference?
Key to confirm
Personalize the enquire to be unique and convince the client
Group product lead to confirmation
Follow up
Request if they have received other
proposals and find out more information
Ask client when they expect to have an update to contact them
again
Request if
we have covered all questions or if there is any doubt
Negotiation of contract conditions
If client agrees in the proposal sent, contract to be sent including
terms & conditions as well as deposits frame time
If an addendum is required to be signed by our side, read
carefully and contact legal Department to confirm
Send proposal
No later than 24 hrs of lead receipt
Contract signature
Once the contract is signed incliuding the Addendum if required,
the grup is turned into DEF in our System...
Internal operations once a group is confirmed
Contract is received
Inform about the confirmation in the morning meeting
Operations sales & catering system
Handover to meetings and events department
Check list and recap of the information
Send email to Customer introducing the name of the person that will be in charge from now onwards with thank you for their business