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17. Follows up with a telephone call or preferred
communication 1 business day after the guest receives the
written proposal.
18. Provides guests with a complete and seamless service,
liaising with other hotel departments and outside vendors as
necessary on their behalf; and
19. Following an event, resolves or responds to guest
communications or billing enquiries at the earliest but no later
than before the end of the next business day.
• upon conclusion of the tour, escort the guest back to the
hotel Lobby, thank the guest and confirm the next steps in
the sales process.
3
Meetings and events
Walk-in customers
1. Customers who arrive in the Hotel’s Sales Office or at
Reception without an appointment are introduced to a Sales
representative within 5 minutes. In the absence of a Sales
representative or outside of office hours, the Manager on Duty
will greet the guest and make the guest feel welcomed.
2. With respect to walk-in guests, the Sales representative will:
• give the walk-in guest a complete sales folder from a
prepared set that is kept on hand;
• answer the guest’s questions or conduct a full sales
interview, according to the guest’s level of interest;
• offer to give the guest a tour of rooms and meeting spaces,
tailored to the guest’s requirements; and
• take the appropriate next step based on the guest’s level of
interest and sense of urgency.
Site inspection
1. When the hotel is not full, 3 guest rooms of different types,
preferably on the same floor, are prepared as ‘show rooms’
and blocked each day until 6.00pm (1800hrs) local time.
2. All rooms are illuminated to the appropriate levels in
advance of the site inspection.
3. The hotel’s Sales representative will:
• be in the hotel Lobby at least 15 minutes before the
scheduled inspection appointment time to greet and make
the guest feel welcomed;
• customise the site inspection according to pre-determined
guest needs and interests;
• explain art’otel’s market positioning and unique selling
points using features and benefits that match the guest’s
profile;
• present the guest with a complete, customised sales
folder prior to the inspection if the guest has not already
received one;
• show the guest the relevant event rooms, a selection
of guest room types and key areas of the hotel; and
Presentation
1. Upon entering, the guest experiences a Meeting & Events
space that is clean and fresh smelling.
2. Furniture is in as-new condition, neatly arranged and free of
stains, holes or tears and cushions are ‘puffed up’ in seating
areas.
3. The Meeting Room’s equipment and fittings are all in good
aesthetic and working condition.
4. Tables/chairs are clean, without flaws and stable
5. The carpet is clean and free of stains, debris, tears, loose
seams or threads, discolouration or visible wear.
6. Paint is fresh, clean, not chipped and free of stains.
7. Walls, partitions, ceilings, skirting boards, vents and
woodwork are clean and free of scuffs, scratches and stains.
8. Windows, glass doors, mirrors, sills and frames are clean,
without streaks or smudges.
9. Windows and doors are secured and easily opened without
squeaks or obstructions.
10. Drapes and blinds are free of stains and holes; they hang
properly and close properly.
11. Lampshades are clean and free of stains, tears or
discolouration.
12. Signature artwork is hanging straight at the correct height
and in good condition.
13. All electrical switches are in good working order.
14. Light fixtures are uniform, dust free and working.
15. Telephones are clean; a notepad with pen is available next
to the telephone.
16. Equipment instructions are clean, without spelling mistakes,
tears, creases or pen marks.
art’otel brand book
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