SOP Procedure for Hotel Site Inspection / Show Around

SOP Number: S&M – 06

Department: Sales and Marketing – Sales

Date Issued: 13-Jun-2017

Time to Train: 30 Minutes

Hotel Site Inspection Standard procedure:

• Site Inspection helps to familiarize Key and Target Accounts with your product and services when they are in a position to select the hotel for future business.

• In case of media coverage the inspection of hotel facilities should be treated as a valid Media Call or Media Interview.

• All involved departments will be informed about the importance of the site inspection by use of the Site Inspection form, email or inter office memo.

• Marketing Manager will brief the purpose of the inspection and details of the bookers or media on everyday Sales Briefing at least one day in advance.

• Sales Manager / Associates will conduct inspection of hotel facilities to potential bookers or media personnel.

• If a major media person is taking the site inspection, Marketing Manager will inform General Manager and Director of Sales & Marketing to meet and greet upon his / her arrival.

• Sales and Marketing Coordinator will co-ordinate with Front Office associates, pre-determine number of rooms, Room Types and room numbers and make sure they are Clean, Inspected and Vacant.

• Sales Manager or event coordinators should be equipped with full knowledge of the room facilities, hotel service and facility to introduce the hotel to the bookers or media personnel and answer inquiries raised.

• Marketing Coordinator will prepare one set media kit and give-away gift for each bookers or inspector.

• The inspectors or bookers should be meet in the lobby and escort them throughout the inspection according to the pre-determined routing.

• Give appropriate introduction of hotel service and facilities and answer their inquiries.

• Emphasis hotel facilities and service during the site inspection.

• Explain the possibility for assistance from the external contacts: i.e. Ground transportation, sightseeing companies, audio visual equipment provider etc.

• If Stay or accommodations is need then the same will be limited to a maximum of 2 nights, thereafter charged at 50% of the prevailing room rate.

• If the bookers record is unknown and or potential is questionable, 50 % Room Rate will be charged and this 50% will be credited to the company AR account or the master account of the group in case the group booking is materialize.

• Booker / Client will be VIP, assigned the best room, welcomed by a Guest Service representative, with a welcome letter from the General Manager and proper amenity in the room.

• Applicable sales and/or catering staff will contact the client upon arrival and arrange a show around/meeting, introduce key members of the staff, etc.

• Before bookers departure, all items discussed will be recapped and any outstanding items which might prevent a contract from being signed will be resolved.

• S&M Manager will distribute one set media kit and give-away gift to each inspector and see them off at the end of the inspection.

• Compile a Contact Report and submit to Director of Sales & Marketing, Hotel Manager and General Manager no later the following morning.

• Send a courtesy letter or a make a phone call to the inspectors for their feedback the following day.

Training Summary questions:

Q1. What is the importance of Site Inspection?

Q2. Who should prepare the media kit and give away gift?

Q3. Why it is important to Emphasis Hotel Service and Facilities?

Q4. What is the procedure in case the booker or client need room for stay?

Q5. Is it required to meet the booker at the lobby on arrival?