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 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)

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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 - 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 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 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*

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**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

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Regional Sales Office – Hong Kong

Territory Australasia + New Zealand + South East Asia + Russia + CIS Markets Location The Peninsula Hotels 4/F St George’s Building 2 Ice House Street Hong Kong Telephone: (852) 2840-7266 Facsimile: (852) 2840-7550 E-mail: [email protected] Sales Person Area of Responsibilities Director of Global Sales: - Responsible for Australasia and Russia / CIS markets Ms Betty Fung - To assist VP – Sales to implement HSH initiatives and projects - PenClub accounts

Regional Director of Sales: - Australia and New Zealand (all segments) Ms Grace Hung - South East Asia (all segments)

Regional Sales Manager: - Russia / Commonwealth of Independent States (all Ms Bakyt Jumagazieva segments)

Territory China South + Hong Kong + Taiwan Location The Peninsula Hotels Salisbury Road, Kowloon Telephone: (852) 2696 6807 Facsimile: (852) 2696 6630 E-mail: [email protected]

Sales Person Area of Responsibilities Director of Marketing: - Responsible for China South, Hong Kong and Taiwan Ms Sherona Lau markets

Regional Director of Sales: - Hong Kong Travel Agents Mr Quentin Zhang - Southern China (all segments) (Guangdong Provinces – Shenzhen, Guangzhou, Pearl River Delta, Fujian Provinces, Guangxi Provinces – Nanning, Yunnan Province–Kunming) - Taiwan (all segments)

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Property Sales Managers - Hong Kong Corporate

Eastern China Location The Peninsula Hotels No 32 The Bund 32 Zhongshan Dong Yi Road Shanghai 200002 The People’s Republic of China Telephone: (86-21) 2327-6572 Facsimile: (86-21) 2327-2099 E-mail: [email protected] Sales Person Area of Responsibilities Director of Marketing: - Responsible for China East Ms Rieko Kibe Regional Director of Sales: Eastern China (all segments) Ms Linda Fu Primary City: Shanghai Secondary City: Suzhou / Wuxi / Nanjing / Wuhan / Changsha

Regional Assistant Director Eastern China (all segments) of Sales: Primary City: Shanghai Ms Jaslynne Bian Secondary City: Hangzhou / Ningbo / Wenzhou / Chengdu/Chongqing

Northern China Location The Peninsula Hotels 8 Goldfish Lane, Wangfujing Beijing 100006 The People’s Republic of China Telephone: (86-10) 6510-6083 Facsimile: (86-10) 6510-6324 E-mail: [email protected] Sales Person Area of Responsibilities Director of Marketing: - Responsible for China North Mr Jeremy Brook

Regional Director of Sales: Northern China (key travel trade and corporate, MICE Ms Angelina Zheng accounts) 1. Primary City: Beijing 2. Secondary City: Tianjin / Shenyang / Dalian / Shanxi/ Shijiazhuang / Xinjiang

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Regional Sales Manager: Northern China (travel trade and corporate accounts, MICE Ms Annie Zhou accounts) 1. Primary City: Beijing 2. Secondary City: Heilongjiang/Jilin/Inner Mongolia/Shandong(Jinan, Qingdao)/ Taiyuan/ Ningxia/Qinghai/Gansu/Henan

Regional Sales Office – Japan and Korea (TK)

Territory Japan and Korea (TK)

Location The Peninsula Hotels 1-8-1 Yurakucho, Chiyoda-ku Tokyo 100-0006 Japan Telephone: (81-3) 6270-2570 Facsimile: (81-3) 6270-2571 E-mail: [email protected]

Sales Person Area of responsibilities Director of Global Sales: - Japan Mr Kiyoshi Nakamura 1. Primary City: Tokyo / Osaka / Nagoya - Wholesalers - General travel agents - Key tour operators - OTAs 2. Secondary City: Sapporo / Tokushima / Takamatsu / Hiroshima - Korea (all segments) Regional Director of Sales: - Japan Ms Teruko Fukuda 1. Primary City: Tokyo / Osaka / Nagoya - Corporate accounts - In-house agents - Travel agents and tour operators - TMCs (Travel Management Company) - Credit cards - MICE - RFP Accounts - Partnership program - (ANA Mileage Club / JAL Mileage Bank)

2. Secondary City: Sendai / Yokohama / Kyoto/ Fukuoka 8 of 12 Rev. 9.1.15

Regional Sales Office – The United States (except Midwest)

Location The Peninsula Hotels 700 at New York, NY 10019 USA Telephone: (1-212) 903-3151 Facsimile: (1-212) 397-0380 E-mail: [email protected] Sales Person Area of Responsibilities Director of Marketing: US - Responsible for continental US (ALL markets) except Ms Sharon Telesca the Midwest - American Express - Virtuoso - Signature - Consortia - US Tour Operators - Work in conjunction with sales team - PenClub Launch

Regional Director of Sales: Ms Amanda Weiss US East Coast - New York – Travel Agencies and 3rd Party Group/Key Corporate Industries: Law, Fashion - Connecticut – Travel Agencies - Alabama - Florida - Georgia - New Jersey - Mississippi

Regional Director of Sales: US East Coast Ms Emily Horn - New York – Corporate Transient and Corporate Group - Key Industries: Financial, Insurance, Entertainment, Publishing/Advertising, Pharmaceutical, Consulting - Connecticut (All markets except Travel Agencies) - Arkansas - Delaware - District of Columbia - Kentucky - Maine - Maryland - Massachusetts - New Hampshire - North Carolina - Pennsylvania - Rhode Island 9 of 12 Rev. 9.1.15

- South Carolina - Tennessee - Vermont - Virginia - West Virginia - PenClub

West Coast Location The Peninsula Hotels – West Coast Office 23052-H Alicia Parkway, Suite #253 Mission Viejo, CA 92692 USA Telephone: (949) 340-6940 Facsimile: (949) 340-6814 Blackberry: (646) 239-7335 E-mail: [email protected]

Sales Person Area of Responsibilities Regional Director of Sales: US, West Coast Ms Julie Browe Mathews - Alaska

- Arizona - California - Colorado - Hawaii - Idaho - Louisiana - Montana - Nebraska - Nevada - New Mexico - Oklahoma - Oregon - Texas - Utah - Washington - Wyoming - PenClub

10 of 12 Rev. 9.1.15 Regional Sales Office – The United States Midwest and Canada (CHI)

Location The Peninsula Hotels 108 East Superior Street (at North Michigan Avenue) Chicago, IL 60611 USA Telephone: (1-312) 357 2888 Facsimile: (1-312) 751 2888

Sales Person Area of Responsibilities Director of Marketing: USA, Midwest and Canada (all markets) Vacant - A&K - Andrew Harper - Visa / Kiwi Collection - PenClub Accounts

Regional Director of Sales: USA, Midwest and Canada (all segments – heavily focused Ms Lindsey Gift on MICE) - Illinois - Indiana - Iowa - Wisconsin - Minnesota - Missouri - Michigan - Ohio - Kansas - North Dakota - South Dakota - PenClub - Canada

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Regional Sales Office – Latin America / UK & Europe / Middle East

Location The Peninsula Hotels The Peninsula New York 700 Fifth Avenue at 55th Street New York, NY 10019 USA Telephone: (1-212) 903-3151 Facsimile: (1-212) 397-0380 E-mail: [email protected]

Sales Person Area of Responsibilities Director of Global Sales: International Mr Gerald Feurer - Europe - Central and South America - Middle East - All segments - PenClub Location The Peninsula Hotels 42 Brook Street London W1K 5DB United Kingdom Tel: +44 (20) 3709 6016 Fax: +44 (20) 3709 6290 E-mail: [email protected]

Regional Director of Sales: UK / Europe & Scandinavia Ms Susannah Donne - Key Consortia accounts including TravellerMade - PenClub account - Key tour operators - RFP accounts - MICE accounts

Regional Sales Manager: Continental Europe Mr Antoine Vergeot - Key Consortia accounts including TravellerMade - PenClub account - Key tour operators - RFP accounts - MICE accounts -

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