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RECORDED, NO ANNOUNCE** MYSTERY CALLS with PROPOSAL Type of Synopsis: Customized (See Note Below)

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RECORDED, NO ANNOUNCE** MYSTERY CALLS with PROPOSAL Type of Synopsis: Customized (See Note Below) Rev. 9.1.15 RSO Shops (Regional Sales Office) – Phone Inquiry COACH INSTRUCTIONS 2015 CALL TYPE AND SPECIAL INSRUCTIONS Type of Call: ** RECORDED, NO ANNOUNCE** MYSTERY CALLS with PROPOSAL Type of Synopsis: Customized (see note below) **SPECIAL INSTRUCTIONS** 1. **IT IS ABSOLUTELY CRITICAL THAT THESE SHOPS ARE RECORDED - NO ANNOUNCE** 2. These calls DO NOT include evaluating a proposal, like other PEN Mystery Calls. However you will still be requesting a proposal to see how the RSO follows-up. See further notes below. 3. No Contact with the Regional Sales Leader is to be made at any point! No advance approval of the scenario is required for these calls. 4. You will be assigned a specific RSO sales person to shop. A detailed list of market segments and territories is provided at the end of these instructions. RSO Leaders will not be shopped. 5. All completed synopsis forms are to go to Laura Leiva with MCA NOT the hotel sales leader. This will happen automatically as directed by the database. **Special Instructions for RSO shops** 1. Develop an appropriate scenario for RSO. Scenario and chosen client details MUST geographically match the market which your targeted RSO handles (detailed in chart that has been provided in separate document). It is important to come up with a good, believable scenario as in many cases, managers are looking on the company website the minute you mention the name. So, 3rd party planners will be easier but I will leave that up to you. If in doubt, please reach out to Shelley Marlow. 2. Make initial call to the RSO Manager posing as a potential client a. Use the Regional RSO Office phone number found on the website. b. The Peninsula RSO offices DO get inquiries directly from the client (or…FYI…in some cases the hotel will ask for their help with a lead that the hotel receives directly.) c. Shop only the RSO manager you have been assigned. 3. When contact is made with the RSO manager follow their lead as they go through the call; evaluate their use of the sales process on the synopsis form. Document all interactions (yours and theirs) in the communication history. 1 of 12 Rev. 9.1.15 4. At the conclusion of the inquiry call request a proposal be sent. DO NOT ANNOUNCE THE SHOP! a. Provide a real email address (GoDaddy) and phone number (cell) for them to contact you and send proposal. ***For the phone number you provide please be prepared to receive a call on that line…meaning answer it appropriately or change any voicemail greeting to something generic so it does not give away your “cover”. Remember, most of these properties are overseas…so you may be getting return calls at very odd hours. b. Typically the RSO will advise the customer that the lead will be sent on to the property and the property will follow-up. The RSO will not send the proposal directly. 5. DO NOT ANNOUNCE THE SHOP! 6. Within 24 hours of request, the property (you were targeting in your scenario) should send a proposal to you via email. You will just wait to receive a proposal or some follow-up from the property. 7. After the proposal has been sent by the hotel, the RSO manager should follow-up with you (as the RSO should have been copied on the proposal). If/when contacted simply advise the RSO manager that you are still considering options and have not made a decision. If they try to sell in any way make note of it in the comments of the Communication Section. a. If you receive a proposal from the hotel and 48+ hours pass without hearing from the RSO you can conclude the shop and complete the synopsis form. (Scoring “no” for question #34). Please note in the Communication comments that a proposal was received from the hotel but no follow-up from the RSO within 48 hours. b. You are waiting to conclude the shop to see if the RSO follows up with you (whether you receive a proposal from the hotel or not). The MCA Coach shall document all of the follow up and communication in the written synopsis (communication history). 7. If 48+ hours passes from the initial request (step #6) and no proposal has been received and there has been no follow-up from the RSO manager you can conclude the shop. Please note in the Communication comments that no proposal was received and there was no follow-up from the RSO within 48 hours of the inquiry. 8. Once the required time has passed to wait to see the RSO’s response you will contact them one more time to “decline the business” (you have chosen another property or the event has been cancelled), thus ending the shop call. However, DO NOT ANNOUNCE THE SHOP! This will end the correspondence and hopefully prevent the RSO or property from continuing to follow-up with you. **If the RSO manager or any other PEN sales representative should reach out to you following up on the business after you have concluded the shop you can kindly advise them you have chosen another property or the event has been cancelled. Be prepared to record every call you make and keep all recordings where the sales professional is probing and selling. If you end up with more than one recording, compress both files into a zip file and load the zip file into the synopsis like you normally would the recording file. If you have any questions about recording prior to conducting your shop please reach out to Kim Pung ([email protected] or 952.443.3857) 2 of 12 Rev. 9.1.15 Completing the Synopsis Form As you evaluate the call there are some things to take into consideration as you evaluate the call as it relates to RSO manager. If you have any questions on how to evaluate these custom questions please call Shelley Marlow or Kim Pung. Sales Leader dropdown - Please select the correct sales leader on the synopsis form for each property. Since we conduct both reservations and sales mystery calls for Peninsula there are quite a few sales leaders listed for each property. When selecting the sales leader from the drop down box on the synopsis form, it is critical that you select the correct leader for each RSO region: RSO - Asia Pacific Betty Fung RSO - Hong Kong Sherona Lau RSO - Shanghai Rieko Kibe RSO - Beijing Sharon Yuen RSO - Japan Kiyoshi Nakamura RSO - New York Sharon Telesca RSO - Chicago Joe Aguilera RSO - London Gerald Feurer **Also…these RSO Leaders are NOT to be shopped. FABs Section – RSOs tend to present more generally about the hotels and destinations – look for more BRAND descriptive ideas in addition to any individual hotel descriptions. They will compare more to competition from a brand to brand aspect, as they may not know individual competitors by destination It is entirely likely that the RSO has not seen the hotel being described and will not be able describe specific feature i.e. meetings room, guests rooms, etc. Ques #25. Inquired about Competition - RSO are booking business that is more likely competing against brands in multiple cities; so not necessarily concerned about the local competition to specific hotels nor would they have knowledge of that local competition. So you are looking to see if they ask you what other brands or even destinations you might be considering. Ques #26. Offered Alternative Dates – If alternative dates were not necessary because original dates were available than score this “YES”. Ques #28. Asked for the Sale (Close) - The Synopsis should be scored on the RSO manager’s ability to ‘advance the sale’. RSOs rarely send proposals, write contracts or confirm space on the spot so it is rare that they would ask for the business during an inquiry call. Look for other positive and affirming language to determine how well the RSO qualified the business before turning over the business to the hotel. Ques #34. Followed-up with Phone Call after Proposal was sent (by hotel) – Following the inquiry the lead is typically forwarded to the appropriate hotel to follow-up on. You will not be evaluating the proposal in any way…just whether or not the RSO followed-up after a proposal was sent. See earlier notes on call process. 3 of 12 Rev. 9.1.15 ACCOUNT MANAGER Name: Shelley Marlow Phone: (949) 589-6137 Cell: (949) 374-0796 Email: [email protected] CUSTOMER OVERVIEW The Peninsula Hotels are luxury properties in nine major cities. These include the flagship in Hong Kong, plus Shanghai, Tokyo, Beijing, New York, Chicago, Beverly Hills, Bangkok, Manila and Paris – check out the website: www.peninsula.com TRAINING HISTORY The Peninsula Hotels is a long-standing customer of MCA, we have worked with them for the past 12 years. We train at all of their hotels across the globe, delivering Sales Productivity, Sales Strategies and Presentation Skills. Sales Professional email contact Information follows – phone numbers for the RSO Offices can be found on the www.peninsula.com website *ALSO BEFORE CONDUCTING SHOPS MUST REVIEW… **MARKET SEGMENT INFORMATION FOR EACH RSO (also follows)** *Scenario must match market segment* 4 of 12 Rev. 9.1.15 **The RSO’s for each property that are to be shopped are listed below ONLY SHOP THE RSO YOU ARE ASSIGNED*** Regional Sales Office List RSO Name E-mail address Title Grace Hung [email protected] Regional Director of Sales RSO - Asia Pacific Bakyt Regional Sales Manager - Jumagazieva [email protected] Russia & CIS RSO - Hong Kong Edmond Tam [email protected] Regional Director of Sales Linda Fu [email protected] Regional Director of Sales RSO - Shanghai Regional Assistant Director Jaslynne Bian [email protected] of Sales RSO - Beijing Annie Zhou [email protected] Regional Sales Manager RSO - Teruko Japan Fukuda [email protected] Regional Director of Sales Emily Horn [email protected] Regional Director of Sales Amanda Weiss [email protected] Regional Director of Sales RSO - New York Julie Browe Mathews [email protected] Regional Director of Sales Regional Director of Fabien Odry [email protected] Diplomatic Sales RSO - Chicago Lindsey Gift [email protected] Regional Director of Sales Susannah RSO - Donne [email protected] Regional Director of Sales London Antoine Vergeot [email protected] Regional Sales Manager 5 of 12 Rev.
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