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Group Request?
Group Request?
A Group Request is when a guest is requesting quotes for discounted pricing for 8+ Rooms.
A Group Request is when a guest is requesting quotes for discounted pricing for 8+ Rooms.
This can be made for one specific hotel or multiple hotels in their desired destination for a specified group event.
This can be made for one specific hotel or multiple hotels in their desired destination for a specified group event.
These discounted quotes are sent to the guest via their email account when the Group Request is completed. The guest will be able to create future requests should they need to under their Account Settings.
These discounted quotes are sent to the guest via their email account when the Group Request is completed. The guest will be able to create future requests should they need to under their Account Settings.
How does a Group Request work?
How does a Group Request work?
🛎️Group Requests can be submitted for 9+ Rooms.
🛎️Group Requests can be submitted for 9+ Rooms.
- Exceptions being New York City or Las Vegas, which require 10+ rooms for a group rate.
🛎️If a Guest is looking for less than 9 rooms, 5 - 8 rooms, increase the number to 9 rooms on the form to get the request to go through.
🛎️If a Guest is looking for less than 9 rooms, 5 - 8 rooms, increase the number to 9 rooms on the form to get the request to go through.
- This will allow the guest to receive group rates and provide access to our individual rates should they not want to sign a contract with the hotel.
- Anything less than 5 rooms, the guest is welcome to book on the Individual Sales Platform.
- As an agent you can assist them with this new hotel reservation.
🛎️Once the Request has been submitted, the platform will notify the chosen Hotel(s) of the request.
🛎️Once the Request has been submitted, the platform will notify the chosen Hotel(s) of the request.
- The Hotels will then provide the lowest available group rate to the guests via email.
- Allow the hotels up to 24-48 hours to reply with their rates.
🛎️Once the request has been submitted the guest will receive an email in next 15 minutes.
🛎️Once the request has been submitted the guest will receive an email in next 15 minutes.
- The guest can login to their request to view the quotes from the hotel/hotels using their email address and the password we will have provided to them.
🛎️The guest can choose any available rate by selecting “Contact Hotel”, this will provide the guest with the direct contact information of the Hotel Sales Manager to finalize the details of the Group Block.
🛎️The guest can choose any available rate by selecting “Contact Hotel”, this will provide the guest with the direct contact information of the Hotel Sales Manager to finalize the details of the Group Block.
🛎️Once the Group Block is finalized the guest will pay the hotel directly upon arrival.
🛎️Once the Group Block is finalized the guest will pay the hotel directly upon arrival.
What is an Extended Stay Request?
What is an Extended Stay Request?
An Extended Stay Request is when a guest is needing a single room or multiple rooms, for an extended period of time.
An Extended Stay Request is when a guest is needing a single room or multiple rooms, for an extended period of time.
i.e. 14+ days. (examples are work crews, traveling medical professionals, college students... etc).
i.e. 14+ days. (examples are work crews, traveling medical professionals, college students... etc).
Exception: Hotels.com and Priceline.com require 28 days or more to submit a request on their platform to get the discounted rates.
Exception: Hotels.com and Priceline.com require 28 days or more to submit a request on their platform to get the discounted rates.
By completing the RFP (Request for Proposal) the same one that is used for the Group Requests, the guest will receive discounted rates from the hotel of their choice as well as other hotels located within that city.
By completing the RFP (Request for Proposal) the same one that is used for the Group Requests, the guest will receive discounted rates from the hotel of their choice as well as other hotels located within that city.
The difference between a Group Request and an Extended Stay request are the Length of Stay and the number of rooms requested by the guest.
The difference between a Group Request and an Extended Stay request are the Length of Stay and the number of rooms requested by the guest.
Once a Request has been successfully submitted, there are important request details that cannot be modified, such as:
Once a Request has been successfully submitted, there are important request details that cannot be modified, such as:
LOCATION
LOCATION
CHECK-IN AND OUT DATES
CHECK-IN AND OUT DATES
NUMBER OF ROOMS
NUMBER OF ROOMS
DO NOT SUGGEST TO A GUEST ANY OF THIS SET INFO CAN BE MODIFIED ONCE SUBMITTED.
DO NOT SUGGEST TO A GUEST ANY OF THIS SET INFO CAN BE MODIFIED ONCE SUBMITTED.
If the guest needs to change any of these, they will have to submit a “New Request” in their account; The guest can login and select “New Request”.
If the guest needs to change any of these, they will have to submit a “New Request” in their account; The guest can login and select “New Request”.
DO NOT OFFER TO DO THIS UNDER A NEW EMAIL.
DO NOT OFFER TO DO THIS UNDER A NEW EMAIL.
Scripting | Must DO´s Group Calls / Extended Stays
Scripting | Must DO´s Group Calls / Extended Stays
Ownership: “Yes, I can assist you with getting the lowest available rates for this Group Request (or) Extended Stay Request; what city and state can I assist you with?"
Ownership: “Yes, I can assist you with getting the lowest available rates for this Group Request (or) Extended Stay Request; what city and state can I assist you with?"
Take all the mandatory information on the Form:
Take all the mandatory information on the Form:
🎧 City and State for Destination
🎧 City and State for Destination
🎧 Check-In and Out
🎧 Check-In and Out
🎧 # of Rooms
🎧 # of Rooms
🎧 Room Type
🎧 Room Type
🎧 Group Type
🎧 Group Type
🎧 Meeting Space (Yes/No)
🎧 Meeting Space (Yes/No)
🎧 Additional Request
🎧 Additional Request
🎧 Email
🎧 Email
🎧 Phone Number
🎧 Phone Number
🎧 Full Name.
🎧 Full Name.
2.- A full Recap of the information must be completed.
2.- A full Recap of the information must be completed.
Explain how the process will work for the Guests with the following script:
Explain how the process will work for the Guests with the following script:
- Your request has been submitted.
- Your request has been submitted.
- You will be receiving an email within the next 15-30 minutes.
- You will be receiving an email within the next 15-30 minutes.
- Once you receive this email from your assigned planner, you will be able to login and view the available group rates.
- Once you receive this email from your assigned planner, you will be able to login and view the available group rates.
- Your login is your email address that you just provided, and the password is (PROVIDE THE PASS).
- Your login is your email address that you just provided, and the password is (PROVIDE THE PASS).
- I do recommend giving the hotels at least 24 hours to respond, as these rates will be coming directly from the on site Sales Managers.
- I do recommend giving the hotels at least 24 hours to respond, as these rates will be coming directly from the on site Sales Managers.
- Feel free to select any of the bids provided to you. Once accepted you will have the name, number and email for that local Sales Manager should you have any questions or would like to go ahead and set up your block.
- Feel free to select any of the bids provided to you. Once accepted you will have the name, number and email for that local Sales Manager should you have any questions or would like to go ahead and set up your block.
- Do you have any further questions?
- Do you have any further questions?
- Thank you for calling and have a wonderful day.
- Thank you for calling and have a wonderful day.
Overcoming Objetions When a guest asks if they are speaking with the hotel directly, we can reply with the following examples to overcome the possible objection.
Overcoming Objetions When a guest asks if they are speaking with the hotel directly, we can reply with the following examples to overcome the possible objection.
"What I’m able to do for you is provide the best group rates for the hotels in this city and these group rates will be sent to you via email”
"What I’m able to do for you is provide the best group rates for the hotels in this city and these group rates will be sent to you via email”
"This is a free service with no obligation. We can save you time by providing discounted rates from your preferred hotel, in addition to other hotels in that area.“
"This is a free service with no obligation. We can save you time by providing discounted rates from your preferred hotel, in addition to other hotels in that area.“
"This is where you can see pricing for different properties and once you make a decision on which hotel best fits your group, you will be able to confirm all the finer details with the hotel of your choice."
"This is where you can see pricing for different properties and once you make a decision on which hotel best fits your group, you will be able to confirm all the finer details with the hotel of your choice."
Extended Stays on HP System
Extended Stays on HP System
Select the HotelPlanner :: English option of the Drop-Down menu to be able to complete the RFP (Request for Proposal)
Select the HotelPlanner :: English option of the Drop-Down menu to be able to complete the RFP (Request for Proposal)
Same Day or within 24 hours of check-In, agents can do the following:
Same Day or within 24 hours of check-In, agents can do the following:
- Because hotels can take 24-48 hours to respond to the RFP, offer to book the guest for immediate check-in through the individual platform; while submitting the request for 4 days later.
- If the request is for multiple rooms, we can book the rooms immediately through the individual platform for 8 or less rooms at a time.
If more than 10 rooms place the guest on a brief hold and call the hotel to verify the availability.
If more than 10 rooms place the guest on a brief hold and call the hotel to verify the availability.
Booking in a Block
Booking in a Block
What to do if a guest wants to book within an existing block of rooms:.
What to do if a guest wants to book within an existing block of rooms:.
- Assist by offering to book the room as an individual reservation at the current rate that is available for their preferred hotel.
- If the guest objects to the current rate, and would like to stay with the group block, advise the guest to contact the group coordinator to obtain the booking instructions for their group block (we do not have access to these blocked rates). These instructions may be in the communications received from the coordinator about the group block.
- If guest is unaware of who the group coordinator is, mention that the coordinator is the person in their group that set up the block for them.
- This information may be in an email they received that notified them of the group block for the event, or it may be on an event page for their group.
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