Customer Sales

Blue Book
The Situation
When a Customer Sales Executive handles a call,
guest/caller asks for information such as hotel facilities,
room descriptions, rates, special promotions,
memberships & airline partners, to name a few. The
Customer Sales team:

1) Must be well versed with the description of the hotel
rooms and facilities

2) Must effectively answer guest queries

3)Must be confident in selling the hotel services and
facilities
The Solution


The Customer Sales Team decided to have a book or
manual for easy reference. This is in a printed/paper
format bound in a blue folder. It is divided into sections
by colored dividers with proper labels.
Table of Contents



Call Flow
Template



About the Hotel


Rooms & Rates

101 Call Flow Guide
102 Rm Type Differentiation
103 Leisure vs Business
104 Advantages & Benefits
105 Handling Objections
201 General Information
202 Awards
203 Competition
204 Safety Features of the Hotel
205 CSR Initiatives
310 Regular Rooms & Pictures
320 Horizon & Suites & Pictures
330 Rate Offers
340 Currencies & Upsell Modifiers
350 Room Amenities Set-Up
Table of Contents


Hotel Facilities
400 Services & Facilities
408 F&B Outlets & Rates
409 F&B Marketing Tie Ups
411 F&B Outlets
420 Circles Event Caf
421 Lobby Lounge
422 Inagiku
423 Shang Palace
424 Pool Bar
427 Kids Club
430 In-Room Dining
435 Halal Kitchen
438 Sinfully
440 Ballroom & Function Rooms
445 Business Center
450 Health Club
465 The Spa at Makati Shangri-La
468 Prive Salon
470 Concierge Desk
475 Transpo Tariff
478 Flight Info
480 Baron Travel and Lobby Shops
490 Laundry & Valet
495 Medical and Dental Clinic
Table of Contents


Membership
Programs




Policies &
Procedures

500 Golden Circle
510 Club Gourmet
515 Magnum
520 Synergy
525 Zenith
530 Airline Partners
Family Plan
Guarantee & Cancellation Policy
Check-In & Check-Out
Complimentary & House Use
Staff Complimentary, Leisure Rate & Business Rate
Kuok Staff Business & Leisure/Partners Rate
Paid Vouchers
Corporate Bookings
Travel Agency (Wholesale Offline) Bookings
GDS Bookings
Arrival Checking
ORS and EZYield Bookings
Recap and Last Minute Booking Procedures
Opera Contingency Plan
VAT Exemption Policy
Payment Options
How it was Created
We brainstormed and gathered some ideas from each
member of the team, from other departments. We
collected the relevant information & grouped them
according to categories.
We read about guest comments from Facebook, Trip
Advisor, Magazines and Newspapers.
Ideas were submitted to Ms. Cecile Weber and later
approved by HM.
The Cost &
Implementation
Php 300 per book X 16 pcs which amounted to P4,800.
We started to implement this in September 2013.
The Blue Book is an original idea and was not copied
from another hotel. Before the Blue Book, we have
compiled the information in a shared drive.
Accessing soft copy of the information in the PC
takes more time and has proven to be a challenge
when you have several windows that are open and
files are saved in various formats.
General Information
CSR Initiatives
Safety Features
Services & Facilities
Room Type Differentiation
The Call Flow Guide
Advantages & Benefits
The Benefits
Customer Sales can easily refer to the Blue Book for an
information without having to call the other departments
& place the guest on hold for a long time.
It will make them more effective and competent in their
jobs by giving accurate information as quickly as
possible.
It helps improve service standards particularly in weak
areas spotted during Richey and QA Test Calls such as
describing room ambience, add-on sales, selling and
describing rooms and facilities.
Impact
Positive effect to the morale and confidence level of
Customer Sales Executives as they became better
equipped.
Increased customer satisfaction and guest engagement
because it enables the CS Executives to have accurate
knowledge about the hotel and its facilities.
Improvement on QA Test Calls score for the month it
was implemented and the non-compliance items were
addressed and showed significant improvements.