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P a g e
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
MANAGEMENT COMPANY:
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HYATT CATERING - Short Shop
Hyatt Catering offers
two different types of shops using the same template: SalHyattCat12.dot.
When the assignment is for
a “short shop”
the words:
Short Shop
will follow the month and year on the assignment sheet. In addition, in the
Scenario/Notes section of your Hyatt Catering assignment there will be a note stating that this is a short shop and follow up
is not evaluated.
Since follow up is not evaluated, shoppers are to alert the manager the inquiry is a shop once pricing/price range has been
quoted and space availability confirmed. IF pricing or availability cannot be quoted/confirmed during the call, the shopper is
to alert the manager once pricing has been quoted and space confirmed either by phone, voicemail or email. (Please see
below notes on verbiage to use to alert the manager the call is a shop.) This verbiage is also included on the assignments.
TENTATIVE CLOSE OUT
DATE:
IF you speak with an assistant who takes the details without quoting pricing and says a manager will call you back then
continue the shop. IF the manager then emails pricing/price ranges AND confirms space availability prior to calling you back,
respond to the email alerting them the inquiry is a shop. The shop is then closed. - NOTE:
We are only waiting 24 hours for
them to send in writing or call back with confirmation of availability AND quote pricing. (Pricing includes ANY type: either
menu pricing or price ranges or space pricing or garage parking, etc.)
Otherwise, we call or email them and say this was a
shop. IF you call and reach their voicemail, you can leave the scripted message on their voicemail.
If no one from the hotel returns the initial call with a call or email within 24 total hours, please close the shop and rate
accordingly. We are not to contact the hotel again for Short Shops.
HERE IS SAMPLE VERBIAGE TO STATE THE INQUIRY IS
A SHOP:
“Thank you. There is no need to follow up on this catering inquiry as this is a call ordered by the Hyatt Corporate
office. Thank you for your time and have a great day!”
SPECIAL NOTES:
If your initial call is returned with an email, please follow the manager's lead and respond via email, continuing the shop to
its conclusion. This will however, result in a 0 score since the manager emailed in response rather than calling in response to
the initial call.
Greeting:
This section applies to the Catering Department, not the hotel switchboard. Reference rating #5, Assistant only needs to
quote or reference availability to gain points. For example: “It looks like we may have space, I will have the manager double
check.” This would gain points.
Qualification:
For Hyatt Catering only
, the catering manager is awarded points for all the ratings when the manager completes the tasks
either by phone or email.
This applies to all Qualification ratings!
Presentation:
For Hyatt Catering only
, award points for all ratings, except Presentation #1, when the manager completes the task either by
phone or email. This applies to all Presentation ratings, except rating #1, so to gain points #1 must be done by phone!!
REMEMBER; PLEASE ASK FOR PRICING AND AVAILABILITY DURING THE INITIAL CALL. .)
Objection:
Hyatt Catering no longer requires or rates objections!!!!
Please do NOT object. (Please do NOT object even though Bridge
Concepts #7 alludes to the option of objecting.)
Bridge Concepts:
Rating #1:
The manager effectively used a bridge principle throughout the interaction – The manager only has to
incorporate one Bridge Concept at any time during the sales process to gain the point.
BUILDING CREDIBILITY:
The manager must take an interest in the client/company AND put the client at ease. This is a
SUBJECTIVE rating; however, the manager must do more than be just friendly.
Example of Yes rating: Polly Esther, from
Sales told me a little bit about your group and I’ve gone to the website to do a little research on my own. My goal is to
make this experience worry-free for you and your guests.
RELATING:
Manager must either mention similar events they have worked with in the past to gain credibility speaking
specifically about that client/company or about understanding the role of that caller/organization and their needs.
Example
of Yes rating: Polly Esther, from Sales told me a little bit about your group and I’ve gone to the website to do a little
research on my own. What an interesting organization! Your consultants take struggling businesses and help turn them
around, right?
INQUIRING:
Qualifying beyond the basic needs. Manager must ask about demographics of the group, or profile of the
attendees, or what they are trying to accomplish by having the meeting/event in order to gain points.
DIAGNOSING: Trail Close Questions do not gain points!!
Manager must say something like: “Based on X (Caller’s need), we
can do Y.” OR “I understand you need X, we can do Y.”
Example: I understand the whole group needs guest room WI-FI
included in their room rate.
Did you know we just enhanced our WI-FI system and have a total hotel solution for
individual users? For just a few dollars each guest can have unlimited roaming anywhere in the facility. Each guest can
add it individually or we can add it to the master account if you’d like.
GENERATING SOLUTIONS:
In order to gain points, Manager must do one of two things, either: 1. ) Uncover the buy factor
and make a benefit statement geared toward that buy factor OR 2.) Say something that motivates the caller to want to book.
We realize that #2 is SUBJECTIVE,
so please rate as if you were a real customer! The example below does not include a
benefit statement, but if this was important to the caller would gain the Yes rating.
Example: Certainly – we feature
Personal Preference … a 4 course meal consisting of an Appetizer and Salad that you choose, Then your guests choose
their entrée from a selection of four… Beef, Chicken, Fish and Vegetarian. For dessert you would Pre-select a Trio which is
a single plate with 3 small desserts.
EXECUTING:
To gain points, Manager must state the next step AND when they are following up.
Example:
I am going to
send you a proposal and follow up with you next week.