Local Operating Procedure

Title THE SITE INSPECTION

sop: MP006
Reference # brand std: C.04.01.01
sop date: July 2020
Dates effective date: July 2020
revised date:
Department Sales
region type: Europe
property type: Urban
Applicable ownership type: Franchised
brand type: The Luxury Collection
Written by Sara Brenner
Approved by

Procedure
The Site Inspection

When performing a site inspection, the following steps must be respected:

1. Client’s arrival – The first impression counts!

 Personal appearance must be perfect

 Take a folder, pen, notepad and iPad with you.
 Inform the other departments of your appointment
 Await and meet your client at the Reception desk or inform Front Office of the expected arrival
and ensure GM is informed or nominates someone to greet the clients instead of GM.
 If the client arrives early, Front Office should offer a seat and a refreshment
 Greet your client, introduce yourself and offer your business card
 Offer to store their luggage and/or coat
 Use the client’s name

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Copyright © 2020 Matild Palace, a Luxury Collection Hotel, Budapest. All Rights Reserved.
May not be reproduced, disclosed or distributed without the express written permission of Matild Palace.
Compliance with this SOP is subject to local laws, codes and regulations which supersede this SOP.
 Local Operating Procedure
2. Before starting with the tour, ask questions! The more information you gain, the better you can meet
their needs:

 Ask how much time they have for the visit

 Ask what they wish to gain from the visit
 Ask how they heard about the hotel
 Determine what is most important (budget, location, service, etc.)
 If more than one person determines who the decision maker is
 Listen to the client
 Inform the client how you will conduct the tour and ask if suitable

3. The actual site inspection:

 Show them what they are interested in

 Describe how each feature will benefit the client/guest
 Keep your voice varied and interesting and sound enthusiastic!

4. Guest rooms:

 Show entry rooms first

 Enter the room before the client and highlight the facilities
 Then show all other different room types

5. Meetings & Events rooms:

 The meeting rooms suitable for the client should be shown during the site inspection (if
available)
 If the meeting room is occupied, check on times of coffee breaks or lunch
 In addition, you can show pictures of the meeting room
 Inform the client about the possibilities of the meeting room
 Present the standard audio-visual equipment
 Highlight following features:
 Meetings & Events Promises:
100% Professional, Committed, Caring and all guaranteed!
 Dedicated Meeting Host

CONFIDENTIAL & PROPRIETARY

Copyright © 2020 Matild Palace, a Luxury Collection Hotel, Budapest. All Rights Reserved.
May not be reproduced, disclosed or distributed without the express written permission of Matild Palace.
Compliance with this SOP is subject to local laws, codes and regulations which supersede this SOP.
 Local Operating Procedure
 High Speed Internet Access (and Wireless Internet)
 Registration desk & signage possibilities
 Restaurants & Bar
 Spa
 Inform the client of the extras we can do:
 Creative coffee breaks & packages
 Social Activities
 What to do in Budapest

6. Once the tour is finished, invite the client for a refreshment in the bar or restaurant. Agree on
necessary actions regarding follow-up or reservations:

 Closing the call: try to close the sale after the site inspection or gain some type of commitment:
 Give the folder with full information of the hotel and propose to mail it if that is
more convenient for them.
 Summarize what has been discussed and get a “yes” response at each stage. It will
be easier for the client to say “yes” to the booking.
 Offer to hold the space provisionally
 Ask the client when the decision will be made
 Take a negative response calmly
 If no booking, offer a follow-up call and ask the client when this will be convenient
 Saying goodbye:
 Ask if you can help the client with anything else
 Thank them for visiting and encourage them to call with any queries
 Guide them to the door and ask if they need a taxi
 Sign for refreshments
 In order to monitor yourself, right down all your notes and file it with the initial offer
 Make the booking, update the “Booking Note” activities and insert an activity for the follow-up
call

!!! WOW Factor:
Have the kitchen prepare some samples of our Creative Coffee Breaks/Snacks and present that during your
drink with the client!

Training Requirements
CONFIDENTIAL & PROPRIETARY
Copyright © 2020 Matild Palace, a Luxury Collection Hotel, Budapest. All Rights Reserved.
May not be reproduced, disclosed or distributed without the express written permission of Matild Palace.
Compliance with this SOP is subject to local laws, codes and regulations which supersede this SOP.
Supporting Documents
 Local Operating Procedure

CONFIDENTIAL & PROPRIETARY

Copyright © 2020 Matild Palace, a Luxury Collection Hotel, Budapest. All Rights Reserved.
May not be reproduced, disclosed or distributed without the express written permission of Matild Palace.
Compliance with this SOP is subject to local laws, codes and regulations which supersede this SOP.