SALES STANDARD OPERATING PROCEDURE “SOP”

SOP TITLE : Account Qualification

GUIDELINES

SOP NO.:

AUDIENCE: Sales/Reservation

Author: Approved by:

XXX, General Manager
Simone Berti – Director Of Business Development
Date: 04 April 2020 Date:

OBJECTIVE

 To identify the potential of the account.

STANDARD

 All team members must adhere to the guidelines detailed in this document.
 Final approver is the DOSM.

SCOPE

Shangri-La’s Villingili Resort & Spa, Maldives

Villingili Island, Addu Atoll, Republic of Maldives
Tel: +960 689 7888, Email: maldives@shangri-la.com
www.shangri-la.com/maldives
PROCEDURE - Following steps to be followed:

 Ideally it is better to avoid calling during late evening or in the early morning hours.
 All Calls should be kept short and to the point unless the client wants to have additional
information.
 Review the previous meeting reports before meeting with the agent – then prepare the agenda
with the topics you want to discuss with the clients and send an email to the client with the time
of the call/meeting along with the resort information and current promotions.

 Organize a call with the GSO for additional information

 Make a research before the meeting/call with the new potential account :

1. Check the web site to understand which kind of destination is promoting.

2. Check the web site to understand which kind of hotels the client is currently featuring.
3. Check the social media of the account to understand how they reach the final consumer.

 Enquire about

1. Hotels used : at least top 4

2. Volume of room nights : for the destination and for the top selling hotels
3. Price point top selling hotels.
4. Preferred room categories
5. Preferred meal plan
6. Length of stay
7. Leading Time
8. Group business.
9. Type of marketing activities.
10. If the T.O.s is B2b or B2c

 If the client is interested (and you understand that is a potential account) give an overview /
intro presentation about the hotel.
 Search for a new leads.
 Enquire about key decision makers involved in the company.
 If the account is potential the account Manager's should make scheduled business trip to the
customer office and plan a training .
 Ask to the client when he will visit the destination and arrange for a site visit / hotel visit (if
potential)
 Enter the outcome of the conversation on Delphi.

Shangri-La’s Villingili Resort & Spa, Maldives

Villingili Island, Addu Atoll, Republic of Maldives
Tel: +960 689 7888, Email: maldives@shangri-la.com
www.shangri-la.com/maldives