SHOPPER CHECKLIST

MANAGEMENT COMPANY:

HYATT CATERING - Long Shop Hyatt Catering offers two different types of shops using the same template.

When calling on Hyatt Catering, we are trying to reach a manager. However, you can let the hotel take the lead. If they offer a manager, good! However if the assistant takes the inquiry, you may continue on and shop the assistant. If the assistant is able to quote pricing and availability, and answer one question about the hotel, once follow up occurs via phone or email please cancel the shop. REASONS FOR A ZERO SCORE : 1.) No return call in 24 hours. 2.) No follow up after 5 business days (exclude weekends) from the time space was confirmed and pricing quoted; however, the shop would still remain open for the 10 calendar days (including weekends) from the time space was confirmed and pricing quoted. Remember; in the case of zero scores we still complete the shop process. A Zero score AUTOMATICALLY results in No Capture on Page 1!

SPECIAL NOTES:

NOTES PERTAINING TO THE REPORT’S SPECIFIC SECTIONS:

If you shop the assistant please rate Reachability Factor as 100%.

Score Summary – Reachability Factor:

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. 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.

Greeting:

Presentation:

Hyatt Catering no longer requires or rates objections!!!! Please do NOT object. Should stay

Objection:

The attempt to close may be done via telephone, voicemail OR email to gain points!!!!!!

Close:

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.

Bridge Concepts:

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? DIAGNOSING: Trial 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. 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.

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.

Note: If the sales process occurs via email, questions in Bridge Section will be rated as normal, Yes or No, not N/A.

7 | P a g e

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