SHOPPER CHECKLIST

This first page are standards that apply in general to all shops. The following pages list any "special standards" for a particular management company's Shop Report Format

You can either "search" for the account name. Or you can choose from the Table of Contents. If you would like to print a page you can. If you would like to "copy" something and paste it you can click on the large T on the bottom of the screen and then choose what you want to copy.

GENERAL OVERALL STANDARDS FOR SALES AND CATERING SHOPS

TEMPLATE:

Always verify you are using the right template that is listed on the assignment.

SPECIAL REQUESTS

If you have a template that is specific to the client, please pay attention to each question as some might be different than on our regular generic templates. If needed, we will have a special checklist for that account.

NAMING THE REPORT DOCUMENT & SHOP ID CODE: TENTATIVE CLOSE OUT DATE:

Hotel code_initiate date_shopper initials EXAMPLE: 385_080715_lj NOTE: The Shop ID Code is the same as the name used to save the report document.

The tentative close out date is typically 10 regular days (INCLUDING weekends and holidays) after speaking with the hotel manager, unless a Customized Template states otherwise.

Score Summary – Capture:

If the Total Score is below 65% AND you are saying you would book, carefully review this and indicate why you would book in the Primary Strengths Observed section. Otherwise, it’s sending a mixed signal. We should never say we will book with scores that are 59% or below. Please list the number of hours it took for the hotel to return the initial call. This should be listed in TOTAL hours. Time zones listed on the chronology should be the time zone of the identity being used . Please be very detailed with your Chronology notes. For example, when the manager leaves a voicemail, please include the nature of the voicemail. If a message is left with a person or on a voicemail, please indicate the name or voicemail box with whom the message was left. Please be sure to rate the number of rings, being placed on hold and the hold times correctly. A hold is considered being placed on hold by someone and the call being picked up again by the same person (assistant or operator) prior to being transferred.

Score Summary - Reachability Factor:

Chronology:

Greeting:

Objection:

OBJECT, OBJECT, OBJECT at least 75% of the time, if not more.

a. Object on price if possible. If not on price, object to something else. b. If you find you can’t object on the initial call because it would not be “realistic”, then don’t do so. Wait for the proposal to be emailed. Once you receive the email, reply with an objection. By replying in this manner, we will NOT impact the “follow-up” phase and rating.

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C o n f i d e n t i a l , c a n n o t b e d i s t r i b u t e d t o a n y o n e o u t s i d e H o s p i t a l i t y S o f t n e t