STANDARD OPERATION PROCEDURES

SOP Number : 001/S&M/SOP- General SOP

Department - Division : Sales & Marketing Department
Date Issued : February 2021

Proposed by : Approved by :

MORITZ SMART

General

1. Know your hotel product

● Total rooms, room type, room size

● Rate Grid (BAR, Wholesale, Travel Agent, COR-A, COR-B)
● Rate protection/ gap between distress BAR and Wholesale rate is around 25%
● Banquet rooms, set up, capacities and size
● Information that you can share with the customer as per hotel daily operations and rules

2. Know your competition as well as you know your own product.

3. Know your USP (Unique Selling Points) in comparison with each competitor.

4. Know your numbers (MTD, YTD RNS, occupancy, ADR, Revenue, Market Share report,
Indexing, Revpar…)

5. Know your budget.

6. Know your KPI

7. Know your competitor numbers.

8. Know about maintaining and managing rate parity. It’s important to keep rate parity.

9. Know Archipelago brands

10. Know your clients from each account (booker, decision maker, influencer).

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 11. Know and seek to understand your client.

a. What line of business are they in

b. What is important to them
c. What are they looking for
d. What is the decision-making process
e. What is each accounts city volume
f. Do they also use your competitors and if yes why

12. When on a sales call ask open questions and listen.

13. Always be honest and reliable.

14. All inquiries must be answered with a written proposal within 24 hour.

15. When dealing with complaints, take responsibility for the hotel and never blame others.

16. The sales team is NOT allowed to receive any cash / personal bank account transfer
payment from customers, all hotel payment should be a direct transfer to the hotel bank
account or settled to Hotel General Cashier by the customer, not the salesperson.

17. Any deal/credit given to customers must be approved and signed by FC and GM in an
internal memo before the event happen.

18. The salesperson has to share the detail Person in Charge name, phone number, division and
position events to FC and GM.

19. Together with FC/CM/AR to meet PIC of each event

20. Interoffice memo should be signed by GM, Finance leader, AR, Sales leader and or Sales
Person after the deal and before the event held. There will be a method and period of payment in
the template.

21. For Government Event both rooms and mice, all the administration of LS should be done
before the event over, and make sure Hotel get one (1) copy of LS that has been signed by GM

22. Complete form BEO including contact person and phone number and should be signed and
checked by Sales Leader.

23. Process credit application until approved as a credit facility.

24. Dress for success and remain conservative.

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When dealing with complaints, take responsibility for the hotel and never blame others.

25. The sales team is NOT allowed to receive any cash / personal bank account transfer payment from customers,
all hotel payment should be a direct transfer to the hotel bank account or settled to Hotel General Cashier by
the customer, not the salesperson.

26. Any deal/credit given to customers must be approved and signed by FC and GM in an internal memo before
the event happen.

27. The salesperson has to share the detail Person in Charge name, phone number, division and position events to
FC and GM.

28. Together with FC/CM/AR to meet PIC of each event

29. Interoffice memo should be signed by GM, Finance leader, AR, Sales leader and or Sales Person after the
deal and before the event held. There will be a method and period of payment in the template.

30. For Government Event both rooms and mice, all the administration of LS should be done before the event
over, and make sure Hotel get one (1) copy of LS that has been signed by GM

31. Complete form BEO including contact person and phone number and should be signed and checked by Sales
Leader.

32. Process credit application until approved as a credit facility.

33. Dress for success and remain conservative.

Administration

1) Maintain an absolutely perfect filing system in doc

➢ All contracts in Google Drive

➢ Internal memos in and out file in Google Drive
➢ Group files in order of group status and arrival date
➢ Monthly Sales & Marketing Report submitted every 5th of the month
➢ Update your Meeting Room Tracker on a daily basis
➢ Weekly forecast Report
➢ Account production report on your S&M monthly report
➢ Advertising contracts and clippings
➢ Media clippings to be included in the monthly report
➢ Press releases at least two per month
➢ Keep your press kits up-to-date. The best way to present your hotel to the media is with an electronic or
hard copy press kit containing basic facts and photos of the hotel, all of which should be updated
periodically to reflect the latest changes at the hotel.

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2) Conduct a daily sales briefing.

3) Conduct weekly sales meetings.

4) Conduct weekly coordination meeting with F&B and FO for ahead group arrangement.

5) Sales leaders are also responsible for F&B revenue

6) Review and discuss the Group Lead every day.

7) Review account productions monthly.

8) Each sales manager should have a rate grid on their google drive.

9) Keep your collateral storage area clean and conduct a monthly inventory. Always get prior
approval from Corporate Office via your Regional Marcom for all
collaterals/advertising/promotion ie brochure, flyer, etc. Please go to the link below to get the pre-
approved templates: <insert link>

10) Keep a competitor ideas folder on Google Drive. DON’T bash competition – our policy is to
never discuss our competitors. DO keep the conversation neutral when asked about competition.