Professional Documents
Culture Documents
SOP General Sales
SOP General Sales
SOP General Sales
Proposed by : Approved by :
MORITZ SMART
General
3. Know your USP (Unique Selling Points) in comparison with each competitor.
4. Know your numbers (MTD, YTD RNS, occupancy, ADR, Revenue, Market Share report,
Indexing, Revpar…)
8. Know about maintaining and managing rate parity. It’s important to keep rate parity.
10. Know your clients from each account (booker, decision maker, influencer).
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11. Know and seek to understand your client.
14. All inquiries must be answered with a written proposal within 24 hour.
15. When dealing with complaints, take responsibility for the hotel and never blame others.
16. The sales team is NOT allowed to receive any cash / personal bank account transfer
payment from customers, all hotel payment should be a direct transfer to the hotel bank
account or settled to Hotel General Cashier by the customer, not the salesperson.
17. Any deal/credit given to customers must be approved and signed by FC and GM in an
internal memo before the event happen.
18. The salesperson has to share the detail Person in Charge name, phone number, division and
position events to FC and GM.
20. Interoffice memo should be signed by GM, Finance leader, AR, Sales leader and or Sales
Person after the deal and before the event held. There will be a method and period of payment in
the template.
21. For Government Event both rooms and mice, all the administration of LS should be done
before the event over, and make sure Hotel get one (1) copy of LS that has been signed by GM
22. Complete form BEO including contact person and phone number and should be signed and
checked by Sales Leader.
25. The sales team is NOT allowed to receive any cash / personal bank account transfer payment from customers,
all hotel payment should be a direct transfer to the hotel bank account or settled to Hotel General Cashier by
the customer, not the salesperson.
26. Any deal/credit given to customers must be approved and signed by FC and GM in an internal memo before
the event happen.
27. The salesperson has to share the detail Person in Charge name, phone number, division and position events to
FC and GM.
29. Interoffice memo should be signed by GM, Finance leader, AR, Sales leader and or Sales Person after the
deal and before the event held. There will be a method and period of payment in the template.
30. For Government Event both rooms and mice, all the administration of LS should be done before the event
over, and make sure Hotel get one (1) copy of LS that has been signed by GM
31. Complete form BEO including contact person and phone number and should be signed and checked by Sales
Leader.
Administration
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2) Conduct a daily sales briefing.
4) Conduct weekly coordination meeting with F&B and FO for ahead group arrangement.
8) Each sales manager should have a rate grid on their google drive.
9) Keep your collateral storage area clean and conduct a monthly inventory. Always get prior
approval from Corporate Office via your Regional Marcom for all
collaterals/advertising/promotion ie brochure, flyer, etc. Please go to the link below to get the pre-
approved templates: <insert link>
10) Keep a competitor ideas folder on Google Drive. DON’T bash competition – our policy is to
never discuss our competitors. DO keep the conversation neutral when asked about competition.