HOW TO CONDUCT A SITE TOUR
BEST PRACTICES GROUP SALES: STARRING: SALLY CASEY, ERIN MOBLEY, CHRIS LOTT,
THERESA ALAS, AND LESLY CONNOLY
WHAT IF THE PLANNER IS UNABLE TO
TRAVEL TO YOUR PROPERTY?
Erin Mobley
Hilton Charlotte
Center City
ISALES KIT-THE VIRTUAL SITE TOUR
GETPLANNING-THE DIGITAL PLANNING TOOL
TWEETS-THE ULTIMATE ENGAGEMENT
Chris Lott
San Diego Marriott
Gaslamp Quarter
BEFORE THE SITE
DO YOUR HOMEWORK
INFORMATION IS KEY
• PASSING ON THAT INFORMATION IS PARAMOUNT
• HAVE A GAME PLAN WITH CLEAR EXPECTATIONS
• GIVE DETAILED DIRECTION AND BE SPECIFIC
• GIVE GUIDANCE AND INFORMATION TO GET YOUR TEAM INVOLVED
SITE INSPECTION HOT SHEET
May 2, 2015 lobby at 9:55 AM Sharp
Please Read Carefully Que: Group will be arriving in a Black BMW SUV at 10:15am, Please have vehicle ready for departure at 10:40am
Julius: Meet us in Cabrillo A at 10:15am I will need to know how many IP address we have on the property and our bandwidth.
Mario: Meet us in Presidio A at 10:05am and based on diagrams be prepared to discuss the process and total time to flip room between General Session and Breakouts
Special Notes: Ms. Lisa Judge will be running in the Rock N Roll Marathon this year for the first time and Ms. Cathy Williams lived in SD and moved to Chicago about a year ago.
Site visit / Date & Time:
May 2, 2015 at 10:15am
Group name
Corporate information
BMW USA
BMW, a German automobile, motorcycle, and engine manufacturer, was founded in 1916. BMW of North America, LLC (or BMW
NA) was established in 1975 as the United States importer of BMW luxury/performance vehicles. Our corporate headquarters is
located in Woodcliff Lake, New Jersey.
Main On Site Customer name and title
2028-Ms. Lisa Judge – Sales and Strategy Manager (decision maker),
2030-Cathy Williamson – Product Launch Specialist
2034-Ann Jones – LaBov and Beyond – DMC
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All received a Healthy Welcome amenity of SD fruits, nuts and energy water
Sales Manager
Chris Lott
Customer needs:
Room / Amenity / Transportation
75 rooms per night, peak nights Mon - Wed, Guest will be arriving via SD airport, 25% will rent cars.
Purpose of site:
Educate: classes on the upgrades of the new 3 series BMWs
Competition:
Hilton Gaslamp, Solamar
Customer “hot buttons” and how we will provide
the solution.
Value – Marriott Brand, Service Levels (GSS Score), Location – Gaslamp Quarter Area info, Suggestions for after hour events,
Impress the Boss – ESS, CMS letters from past clients
Site Schedule:
We will gather in the lobby for a warm welcome and then site the Presidio and Cabrillo Ballrooms. Then move to site rooms
1907, 1905 and 1903. We will then move to Altitude and City Sights for the WOW factor. Finish in the lobby.
General session for 80 plus 3 car display, 3 breakouts. Lunch & Breakfast buffet daily for 80 ppl. Worth Approx.: $89,000
Showrooms and Function Areas:
Day
Date
Block
Sat
1/24/16
50
Sun
1/25/16
60
Mon
1/26/16
75
Tue
1/27/16
75
Wed
1/28/16
75
Thu
1/29/16
60
Fri
1/30/16
20
Theresa Alas
Hilton San Francisco
Airport Bayfront
YOU HAVE INVITED GUESTS INTO YOUR HOME AND IT IS
YOUR JOB TO MAKE THEM FEEL WELCOME.
HOW CAN YOU DO THAT?
IT’S ALL ABOUT THE GREETING!
 HAVE THE VALET WELCOME THE GUEST AND GREET THEM BY USING THEIR NAME
 HAVE MANAGEMENT GREET THE GUEST IN THE LOBBY. IT SHOWS THE HOTEL CARES ABOUT
THEM AND THEIR PROGRAM
 MAKE SURE THE FRONT DESK IS READY TO RECEIVE THEM
 PREPARE ALL TEAM MEMBERS WITH A SIMPLE GREETING IN CASE THEY SEE YOU ON THE SITE
“HELLO MR. ANDREWS! WE HAVE BEEN EXPECTING YOU.”
GREETINGS CAN BE FUN FOR ALL!
 WHAT CAN YOU DO TO HELP OUR TEAM MEMBERS ENGAGE WITH THE GUEST? HERE ARE SOME EXAMPLES:
 DOG GROOMING PROGRAM
 HAVE TEAM MEMBERS WEAR T-SHIRTS WITH DOGS ON THEM
 FOOTBALL TEAM
 HAVE TEAM MEMBERS WEAR JERSEYS OR TEAM COLORS
 CHANGE THE LOBBY MUSIC TO THE TEAM’S ANTHEM OR FIGHT SONG
•
THINK OUTSIDE OF THE BOX AND HAVE FUN WITH YOUR GUEST BECAUSE THAT IS WHAT THEY WILL REMEMBER
MOST.
•
A FEELING IS TAKEN WITH THEM. WHY NOT MAKE IT A WARM WELCOME!
IT’S JUST YOU!
 YOU HAVE A LAST MINUTE SITE.
DON’T WORRY…IT CAN STILL GO WELL.
REMEMBER YOU ARE A PRO!
BE THE FIRST PERSON TO GREET YOUR GUEST.
TAKE THIS TIME TO GET THEM TO KNOW YOU. MAYBE THEY HAVE TIME TO SIT
DOWN FOR A BEVERAGE OR A BITE TO EAT. LET THEM KNOW THAT THIS IS THEIR
TIME AND NOTHING ELSE MATTERS!
Lesly Connolly
Hilton Washington
Dulles Airport
Memorable Meeting Space
A meeting room is a meeting room is a meeting room……Not at Stanford Hotels!
Cool Tools and Tips from the “Masters of Meetings” at Stanford:
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Power point with meeting space clearly defined (envision the meeting)
Have a team member follow you, recording the site on an IPAD.
Organization’s logo in a GOBO on screen in the General Session
Director of Convention Services greets you in the Main Space and joins
the site visit at that point
Strategically placed flat panels along the “parade route” with the clients
logo, name, and a quirky message – ie:
“Hello Linda! How are things so far? Your Next Stop –
Breakout Space! Enjoy your trip.”
When possible, pre-set the meeting rooms to the client’s specs so they
can see themselves in your meeting space
Color Theme your set (see image) to match their logo
Pre record a thank you video and have it playing on screen in your
LAST meeting room from the GM, DOS, and then a thank you group
wave from the staff. What a great send off!
Follow up by sending the recorded site visit to the client.
They can envision the General Session.
Fun and eye catching set ups will
show your team’s creativity.
Their organization’s colors are
presented in your room set.
Always showcase your creative
spaces to bring the WOW factor.
O CTO BER 21 - 23
Tuesday-Thursday
Breakout 1
Belmont IV
1,920 square feet
Classroom style for 50
Breakout 2
Piedmont
2,200 square feet
Classroom style for 50
Breakout 3
Sully
1,640 square feet
Classroom style for 50
Guestroom Greatness
Stand Out. Set Yourself Apart. Bring the “WOW”
From the “Gurus of Guestrooms”
Pre-walk all showrooms, floor sweeps, lights on, music
Ensure that everything is in top notch condition –
including the “approach zone”
Have an amenity with a welcome card in the room
Robe/towels with monogrammed logo or initial and –
send to client as follow up gift
In house channel on TV with a client welcome greeting
Set up the work area with laptop, website, and logo
paperwork
 “Theme” your room – if you are siting the
Westminster Kennel Club, have a stuffed dog, dog
bone and Blue Ribbon in the room
Sally Casey
Sheraton Albuquerque
Uptown Hotel
Every Hotel wants to WOW the Client with amazing culinary
masterpieces! But, you are charged with putting this piece of
business into your hotel, so your pre-work is again very
important. Guidelines for meal presentation:
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Dietary restrictions and personal preferences.
Where did they meet before?
Nature of attendees?
Budget minded groups
Involve your chef in the presentation. An Executive Chef
always is well appreciated.
 Entertaining a group? Offer a small plates variety. It shows
well and offers something for everyone.
WHERE YOU END THE SITE IS VERY IMPORTANT!
IT IS ALWAYS BEST TO TAKE A MOMENT AT THE CONCLUSION OF THE SITE TO SUMMARIZE YOUR
PROPOSAL TO THE CLIENT. IF YOU ARE ENDING WITH A MEAL THAT IS FINE, OR IF IT IS A TOUR,
FIND A COMFORTABLE BUT IMPRESSIVE AREA.
SUMMARIZE TOP HOT BUTTONS
LOCATION
WE HAVE CONFIRMED THAT IT IS
VERY IMPORTANT FOR YOUR
ATTENDEES TO MEET IN A VIBRANT
AREA OF TOWN.
PROXIMITY TO MEETING
SPACE
WE HAVE WALKED THE HOTEL AND WITH
YOUR CONCERNS THAT MEETING SPACE IS
ACCESSIBLE AND ON ONE FLOOR FOR DISABLED
AND ELDERLY ATTENDEES, DO YOU FEEL
COMFORTABLE WITH OUR LAYOUT
A/V TECH ON SITE
YOU HAVE MET WITH LEWIS, OUR
ONSITE A/V TECH THAT CAN BE
DEDICATED TO YOUR MEETING AS
NEEDED.
IS THERE ANY OTHER ITEM THAT WE HAVE
NOT UNCOVERED TODAY?
ASK FOR THE BUSINESS
IF WE CAN COME TO AN
AGREEMENT ON THE COST OF A/V
TODAY ARE YOU SAYING WE CAN
MOVE FORWARD WITH THIS?
DETERMINE DECISION
PROCESS
MAKE A SOLID FOLLOW UP
COMMITMENT
IF IT IS BECAUSE OF A BOARD
DECISI0N, DETERMINE ENTIRE
PROCESS AND DECISION DATE.
YOU ARE MAKING YOUR DECISION ON
MARCH 29TH. I WILL CALL YOU ON
FRIDAY MARCH 30TH AT 1:45PM. DOES
THAT WORK FOR YOU?
WHAT ELSE CAN I DO
FOR YOU TODAY?