Call Script - Personal Concierge Map

800-427-7001

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Yes, I would like more information….
I’d be happy to pop in for about 5 mins to show you how the program works. Does [day/time] look for you?

Person not here/available
I’m sure they are going to want us to send them all of this business from the hotel, is there another way for me to reach them? Mobile number? Email?

Not interested
That’s fine [name] we just needed a business like yours to send the guests to. I’m curious though, why wouldn’t you want more business from the [hotel]? (overcome)

Is there a cost / How much
Since we have so many guests that will need this piece we are asking for a nominal investment to help cover the cost of production and printing. There are several options available depending on how you would like to showcase your business and I would love to show you the different options. Can I stop in today or tomorrow to show you how we can send you all of this business?

We already get business
That’s exactly why the hotel wanted us to offer you the opportunity to be a part of their new program. This is the most effective way for the hotel to send you all of this business. Can I stop in today or tomorrow to show you how the program works?

Tried something like this before
Oh, did you try something like a *Room Directory? With a 90% renewal rate I think you’ll love the Personal Concierge program! It is so much more effective than (*Room Directories or whatever else they say they have tried), because it’s handed directly to the guests with just a handful of businesses that the hotel wants to recommend, a map showing where you’re located and the guests carry it with them the whole time they are in town. Can I stop in today or tomorrow to show you how we can send you all of this business?

Do you work for the hotel
No, [GM’s name] has contracted our company to put this program together for them. They love the Personal Concierge that we’ve put together for other hotels and resorts over the past 15 years and are excited to provide them for their guests. We have a very specific list of who they want us to offer the opportunity to and you are one of them. Can I stop in today or tomorrow to show you how we can send you all of this business?

Is this advertising
This is more of a guest referral program. The hotel will recommend thousands of guests to you on the Personal Concierge but we do need to cover the cost of providing it for the year so we are offering the opportunity to a handful of businesses that the hotel felt would be interested in sponsoring the program. Can I stop in today or tomorrow to show you how we can send you all of this business?
INTRO / INITIAL CALL
Go to Follow Up
Hi, this is [your name] regarding the [hotel], may I speak with the owner or the General Manager about sending business to you?
FOLLOW UP CALL
That’s me.
Great, who am I speaking with?
Hi [name], we’re updating the Concierge program at the [hotel name] and would love to include the [business name]. Is that something you would handle or who would I need to speak with?
Speak to me
Person not avail
I thought if you had 5 minutes I could pop-in and show you how the program works and see if we can send you all this business. What time works best for you (today/tomorrow)?
No Thanks – Okay, can I let the hotel know why you don’t want to be a part of their program?
Tell me more – The Personal Concierge will be issued to about [monthly dbl occ] per month by the Guest Services (*or Concierge Staff). This is not something laying in the lobby or room somewhere, it’s actually placed in the guest’s hand with their room key when they check in. (Mention shuttle to/from if available). I’d be happy to pop-in and show you how the program works. I can be there at [time] if you’re available, or is there a time that works better for you?
(*in some cases it will be handed to the guest by the Concierge staff and not the Front Desk/Guest Services Staff).

The hotel is excited about the Personal Concierge because it consolidates everything the guests need into one, pocket sized piece. It highlights the hotel floor plan and amenities as well as a handful of some of their favorite shopping, dining, and entertainment venues that they would like to recommend. It even has a map showing where you are located. The guests can carry it with them the whole time they’re in town and we would love to recommend your place.
(If confirmed mention….the hotel will even provide free transportation to and from your place).

Ask a question to involve them in the conversation, i.e.
Do you know (POC at the hotel)?

We have a very specific list of businesses that we can offer this opportunity to and the hotel thought your place would be a great fit for their clientele. Can I stop in today or tomorrow to show you how we can send you all of this business?
Is there a cost
We already get business
Tried something before
Do you work for the hotel
Is this advertising
Not interested
MESSAGE
Yes.
Great. Let’s see what’s still available.

Not interested
That’s fine [name] we just needed a business like yours to send the guests to. I’m curious though, why wouldn’t you want more business from the [hotel]?
This call is made after you have met with someone and they needed to get approval from someone else.

Hi (name), this is (your name) regarding the (hotel name). We are wrapping up the Concierge program for the year and want to see if you got the thumbs up for us to send you all of this business?

Yes
Great, which position do you want to reserve and I’ll see if it is still available? I do still have that one available! I need to attach payment in order to secure it for you, what time today (or tomorrow) can I pop in?

If they don’t pay at the store level and need to submit to corporate to pay or can pay with a credit card it may not be necessary to go back to the business. You can email the IO to them, have them sign and email back to you with the corporate AP information or with the credit card information filled in.

If you don’t have the position they want available:
Someone has already reserved that position, however, I do have several other options that I can offer you. What time today (or tomorrow) can I stop in and show you what is available?

Not interested
I’m sorry to hear that. Can I let the hotel know why you don’t want to be a part of their program?
(You may be able to isolate the true concern and overcome) GO TO OBJECTIONS
Menu
Invite to site

Go to Renewal
We treat a renewal call almost the same as a first time call except we already have the point of contact’s (POC’s) name and they are somewhat familiar with the program. The POC may have changed since last year and/or they may not remember all of the benefits of the program so we need to reinforce how successful the program has been.

Ideally we send the Renewal Email before making the phone call, however, if the POC has changed the email may have bounced back.

Hi, this is [your name] regarding the [hotel], may I speak with [POC from the year before] please?

Hi [POC], this is [your name] regarding the [hotel]. I want to make sure you received the email about us sending business to you from the hotel?

Yes, [they received the email]
Great, we would like to continue sending all of this business to you! Can I pop in today or tomorrow for 5 minutes to see what changes you would like to make to your design and reserve your position for this next year?

No, (they have not received/read the email)
The email contains a letter from [Hotel POC] thanking you for supporting their Concierge program and taking care of the guests they send you. We’re updating the program for the next year and would like to continue recommending your place to the thousands of guests going through the hotel. Can I pop in for 5 minutes today or tomorrow to see what changes you would like to make to your design and reserve your position for this next year?

The POC is not the same as last year and is not familiar with the Personal Concierge
The [hotel name] has been recommending your place to about [monthly double occupancy] through the Personal Concierge program. This is not something laying in the lobby or room somewhere, it’s actually placed in the guest’s hand with their room key when they check in. (Mention shuttle to/from if available). We are updating the program for the next year and would love to continue recommending your place. I’d be happy to pop-in and show you how the program works. I can be there at [time] if you’re available, or is there a time that works better for you?
GO TO OBJECTIONS
RENEWAL CALL
OBJECTIONS
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OBJECTIONS
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OBJECTIONS
Phone Presentation

Additional Possible Objections/Concerns for Renewal calls

That didn’t work for us
I’m sorry to hear that, the hotel has been recommending thousands of guests per month to you. Can I let them know why you feel that it didn’t work for you? (isolate the true concern and overcome)

The hotel didn’t pass them out
They did go through thousands of Personal Concierge pieces and the staff loves them because it is the only piece that highlights their floor plan and a handful of business they want to recommend. They wouldn’t have renewed if they aren’t planning to hand them out. Can I pop in for 5 minutes today or tomorrow to show you how they’ve been sending you all of this business?

Chances are the hotel had a staff change/turn over and during the transition may have missed giving the Personal Concierge out, however, they have renewed and have contracted to hand them out for 12 months after delivery.

Took too long for the PC to be delivered last year
Yes, there was a delay in delivering the Personal Concierge last year which is why we waited until now to offer the renewal opportunity (i.e. last year we were here in June and this year we waited until September). This year the Personal Concierge will be delivered within 90 days.

Not sure if they want to renew
There are other restaurants, (or whatever type of business you are speaking with) that would love to participate but we didn’t want to offer them your position until we offered it to you first. Can I pop in for 5 minutes today or tomorrow to show you how they’ve been sending you all of this business?

At this point discovering the true concern will help you come up with a solution. It could just be a budget concern and you could offer them a different placement option or payment plan (i.e. half now to reserve the position and the other half post dated or charged on a credit card in a couple of weeks or up to 30 days). Usually if they agree to see you there is a better chance of working something out so I always go back to asking for the appointment.