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SOP - Sales and Marketing - Response To Customers
SOP - Sales and Marketing - Response To Customers
SOP - Sales and Marketing - Response To Customers
All guest inquiries should be answered within the same day of receipt.
If the requested information is not available within this time, the inquiry will
be acknowledged giving date when full information will be sent back to the
customer.
Obtain as much information from the customer as possible and complete a lead/inquiry form.
Client is to be advised of the next step and trace date will be established and followed up timely.
Should further details/information be requested before a quote can be completed, client should be contacted the
same day.
For banquet queries if requested dates not available, alternatives will be offered with exibility being shown.
Quote will be given according to client’s directions, i.e. per person, number of nights, special rates, net, all inclusive,
packages, additional request, AV equipment etc.
Hidden costs should be avoided by pointing out any potential additional charges taxes, service charges etc.
Guests / Customers should be advised about the status of the booking eg: tentative, de nite, proposal, waitlisted
etc.
Actively manage all banquet bookings, room bookings, Out Door Catering and record any denials or turnaways?
Encouraging repeat business through excellent inquiry handling, follow-up and correspondence.
Each month review the next 6 months availability to highlight high or low demand dates for optimum response
time.
All inquiries are recorded accurately in the sales and marketing software (Opera S&M, Delphi, Protel Banquet, MICE
software etc.).
Q3. In case the requested dates are not available then what should be done?
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