Sales Shop Report Writing

If the Sales person assists the caller on the first call to the hotel this question is scored a Yes and the questions concerning the assistant taking a message and the return call are rated as n/a.

Sales Person was NOT available to assist: If the Sales Person was not reached on the initial call, rate the WAS available question as N/A and Answer the following questions about the assistant taking a message and the return call. Receptionist obtained pertinent details of inquiry in addition to name and phone number to pass along to the manager: This question is only scored if a message was left for the manager on the initial call with the Assistant. If the caller was connected to voicemail, or requests voicemail, this is rated as N/A. The assistant must ask for information about the event, not only the callback information. Examples of this would be the type of event, number of people, dates, etc. If Sales person was not available, call was returned in 24 hours: The manager must call back in 24 hours (weekends to not apply) to earn this point. Pay special attention to this question because on specific reports, the entire report can fail if the deadline is missed – so be accurate. If the salesperson was available, this is marked N/A. QUALIFICATION OF NEEDS Unless specified on the template, many of these questions can be asked at any time during the process including the initial call or follow up voicemail messages, emails, or conversations. Uncovered the Objective of the event or travel: This question is scored Yes if the manager uncovers the reason for the event or meeting. This needs to be more than finding out it’s a company “having a meeting.” Some examples might be a Budget Strategy Meeting, Sales Training, entertaining clients, New Product Rollout, 60 th Birthday party, Wedding, Seminar. Asked all necessary questions about specific needs for event: Reports note specific criteria the manager must do to earn this point. They may be required to ask for specific details, or a certain number of details. Please refer to your specific report to see what criteria are being utilized to score this question. The manager can obtain this information at any point during the call and they would earn the point, however we recommend they do early. Meeting To get Excellent , they need to all below Good would be all but miss 2. Average all but miss 3. Poor Miss 4 or more.  overnights, (guest room needs)  food and beverage, (any meals or coffee breaks?  times (start and end time of the event)  and dates  set-up style (This means do they want it Classroom style, Theater Style, Rounds. Basically how they want the tables in the room set up)  and A.V (this means LCD projector, screen, flip chart, things like that. So if they just ask "What type of audio visual equipment needs do you have, that would suffice) CATERING To get Excellent , they need to all below. Good would missed 1 of the 4. Average would be missed 2 of the 4. Poor would be miss 3 or more.  food and beverage, (any meals or coffee breaks?  times (start and end time of the event)  and dates  set-up style (This means do they want it Classroom style, Theater Style, Rounds. Basically how they want the tables in the room set up) Asked all necessary questions about specific needs for event or travel (i.e. overnights, food and beverage, times and dates, set-up style and A.V. Will vary depending upon type of group. For BTSM it would be # annual roomnights, arrival/departure patterns, Months travel occurs, # ppl in room, commissionable or non-commissionable rate) Excellent 4 Good 3 Average 2 Poor 1 N/A 0

21 Confidential. For use by Hospitality Softnet Staff only