Customer Sales Blue Book

8/11/2019 Customer Sales Blue Book

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Customer Sales

Blue Book


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The Situation

When a Customer Sales Executive handles a call,guest/caller asks for information such as hotel facilities,room descriptions, rates, special promotions,memberships & airline partners, to name a few. TheCustomer Sales team:

1) Must be well versed with the description of the hotelrooms and facilities

2) Must effectively answer guest queries

3)Must be confident in selling the hotel services andfacilities


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The Solution

The Customer Sales Team decided to have a book or

manual for easy reference. This is in a printed/paperformat bound in a blue folder. It is divided into sections

by colored dividers with proper labels.


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Table of Contents

Call FlowTemplate

About the Hotel

Rooms & Rates

101 Call Flow Guide

102 Rm Type Differentiation

103 Leisure vs Business

104 Advantages & Benefits

105 Handling Objections

201 General Information

202 Awards

203 Competition

204 Safety Features of the Hotel

205 CSR Initiatives

310 Regular Rooms & Pictures

320 Horizon & Suites & Pictures

330 Rate Offers

340 Currencies & Upsell Modifiers

350 Room Amenities Set-Up


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Table of Contents

Hotel Facilities

400 Services & Facilities

408 F&B Outlets & Rates

409 F&B Marketing Tie Ups

411 F&B Outlets

420 Circles Event Caf

421 Lobby Lounge

422 Inagiku

423 Shang Palace

424 Pool Bar

427 Kids Club

430 In-Room Dining

435 Halal Kitchen

438 Sinfully

440 Ballroom & Function Rooms

445 Business Center

450 Health Club

465 The Spa at Makati Shangri-La

468 Prive Salon

470 Concierge Desk

475 Transpo Tariff

478 Flight Info

480 Baron Travel and Lobby Shops

490 Laundry & Valet

495 Medical and Dental Clinic


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Table of Contents

MembershipPrograms

Policies &Procedures

500 Golden Circle

510 Club Gourmet

515 Magnum

520 Synergy

525 Zenith

530 Airline Partners

Family Plan

Guarantee & Cancellation Policy

Check-In & Check-Out

Complimentary & House Use

Staff Complimentary, Leisure Rate & Business Rate

Kuok Staff Business & Leisure/Partners Rate

Paid Vouchers

Corporate Bookings

Travel Agency (Wholesale Offline) Bookings

GDS Bookings

Arrival Checking

ORS and EZYield Bookings

Recap and Last Minute Booking Procedures

Opera Contingency Plan

VAT Exemption Policy

Payment Options


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How it was Created

We brainstormed and gathered some ideas from each

member of the team, from other departments. We

collected the relevant information & grouped them

according to categories.

We read about guest comments from Facebook, Trip

Advisor, Magazines and Newspapers.

Ideas were submitted to Ms. Cecile Weber and later

approved by HM.


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The Cost &Implementation

Php 300 per book X 16 pcs which amounted to P4,800.

We started to implement this in September 2013.

The Blue Book is an original idea and was not copiedfrom another hotel. Before the Blue Book, we havecompiled the information in a shared drive.Accessing soft copy of the information in the PCtakes more time and has proven to be a challenge

when you have several windows that are open andfiles are saved in various formats.


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General Information

CSR Initiatives

Safety Features

Services & Facilities


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Room Type Differentiation

The Call Flow Guide

Advantages & Benefits


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The Benefits Customer Sales can easily refer to the Blue Book for an

information without having to call the other departments

& place the guest on hold for a long time.

It will make them more effective and competent in their

jobs by giving accurate information as quickly as

possible.

It helps improve service standards particularly in weak

areas spotted during Richey and QA Test Calls such asdescribing room ambience, add-on sales, selling and

describing rooms and facilities.


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Impact Positive effect to the morale and confidence level of

Customer Sales Executives as they became better

equipped.

Increased customer satisfaction and guest engagementbecause it enables the CS Executives to have accurate

knowledge about the hotel and its facilities.

Improvement on QA Test Calls score for the month it

was implemented and the non-compliance items wereaddressed and showed significant improvements.

Documents

Customer Sales Blue Book