1. Pre-Event
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Inquiry
The first step of the customer booking journey is receiving that initial inquiry. They are interested in our hotel and destination to host their event and at this stage we need to connect to thank them and thoroughly qualify their needs.
Site Visit & Tasting
The site visit, as well as the menu tasting led by the Executive Chef, are unique opportunities to bring the proposal to life and prove how your perperty is the perfect fit for the event.
Take on precious client feedback and continue qualifying into details so you can further personalize your offer.
Contracting & Signing
As you have crafted a personalised offer, your client has accepted to move to contracting. Ensure this is no pain point, rather a smooth process, which will be marked as a celebration.
BEO & OPS Detailing
Bring together all of the relevant teams to co-ordinate movement inside and outside the hotel. Address potential challenges together and formalize the event details.
Pricing & Sending the Proposal
Once we have qualified the demand, we move on to creating a custom proposal that suits the clients event needs.
Negotiation & Upselling
By listening to your clients unique needs, you will be able to indentify their key decision factors. This will enable you to handle successfully any potential negotiation or objection, and provide your client with an enhanced experience through thoughful upselling.
Planning
We move from dreaming to planning. Commercial and Operational Teams work together to plan the details of the event.
Planner Identification
The client is on-site and event preparations are underway. Be sure to take a moment and acknowledge the client in a special way.
2. During Event
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Pre-Convention Meeting
The event is almost underway and the pre-con is your moment to make any final tweaks to the event plans. Be sure to invite every key department leader, so yoru customer they feel seen and heard throughout the process, supported by the entire team.
Event Operations
The hotel is buzzing with delegates and the event is underway!
Event Set-Up
Teams are busy at work taking the event planning and making them into reality.
Event Take Down
After a successful event, we need to reset for our next client.
3. Post Event
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Billing & Invoicing
This key step will start at contracting stage and end once the customer has left the hotel. When this will be one of your last interaction with your client, you want it to be as friendly and reliable as the rest of the booking journey
Survey
Dive into the details the post-event survey (MPS) to understand how your client felt post the event. Feedback is a valuable tool that allows us to rise the bar.
Post Event Follow-Up & Internal Review
Follow-up after the event to ensure that you collect your client's first thoughts after the event. Share that feedback with the team, whether sending praise for a job well done or addressing potential concers, the team will grow from the experience. This will allow taking corrective actions, where needed, to improve future events delivery. Make sure your customer knows what you have put in place based on their feedback!
Customer & Account Management
Send a follow-up note to the client thanking them for their business and ensure that your hotel is top of mind for their next event. Ensure you have key dates in your calendar so you connect meaningfully with your customer in the future.
