STANFORD STAR SITES TEAM

FEATURING THE BEST AND BRIGHTEST OF

STANFORD HOTELS CORPORATION

HOW TO CONDUCT A SITE TOURBEST PRACTICES GROUP SALES: STARRING: SALLY CASEY, ERIN MOBLEY, CHRIS LOTT, THERESA ALAS, AND LESLY CONNOLY

WHAT IF THE PLANNER IS UNABLE TO TRAVEL TO YOUR PROPERTY?

Erin Mobley Hilton Charlotte

Center City

ISALES KIT-THE VIRTUAL SITE TOUR

GETPLANNING-THE DIGITAL PLANNING TOOL

TWEETS-THE ULTIMATE ENGAGEMENT

Chris LottSan Diego

Marriott Gaslamp Quarter

BEFORE THE SITE

DO YOUR HOMEWORK

INFORMATION IS KEY

• PASSING ON THAT INFORMATION IS PARAMOUNT

• HAVE A GAME PLAN WITH CLEAR EXPECTATIONS

• GIVE DETAILED DIRECTION AND BE SPECIFIC

• GIVE GUIDANCE AND INFORMATION TO GET YOUR TEAM INVOLVED

Site visit / Date & Time:

May 2, 2015 at 10:15am

Group name BMW USACorporate information

BMW, a German automobile, motorcycle, and engine manufacturer, was founded in 1916. BMW of North America, LLC (or BMW NA) was established in 1975 as the United States importer of BMW luxury/performance vehicles. Our corporate headquarters is located in Woodcliff Lake, New Jersey.

Main On Site Customer name and title

2028-Ms. Lisa Judge – Sales and Strategy Manager (decision maker), 2030-Cathy Williamson – Product Launch Specialist2034-Ann Jones – LaBov and Beyond – DMC All received a Healthy Welcome amenity of SD fruits, nuts and energy water

Sales Manager

Chris Lott

Customer needs: Room / Amenity / Transportation

75 rooms per night, peak nights Mon - Wed, Guest will be arriving via SD airport, 25% will rent cars.

Purpose of site:

Educate: classes on the upgrades of the new 3 series BMWs

Competition:

Hilton Gaslamp, Solamar

Customer “hot buttons” and how we will provide the solution.

Value – Marriott Brand, Service Levels (GSS Score), Location – Gaslamp Quarter Area info, Suggestions for after hour events, Impress the Boss – ESS, CMS letters from past clients

Site Schedule:

We will gather in the lobby for a warm welcome and then site the Presidio and Cabrillo Ballrooms. Then move to site rooms 1907, 1905 and 1903. We will then move to Altitude and City Sights for the WOW factor. Finish in the lobby.

Showrooms and Function Areas:

General session for 80 plus 3 car display, 3 breakouts. Lunch & Breakfast buffet daily for 80 ppl. Worth Approx.: $89,000

Day Sat Sun Mon Tue Wed Thu FriDate 1/24/16 1/25/16 1/26/16 1/27/16 1/28/16 1/29/16 1/30/16Block 50 60 75 75 75 60 20

SITE INSPECTION HOT SHEETMay 2, 2015 lobby at 9:55 AM SharpPlease Read Carefully Que: Group will be arriving in a Black BMW SUV at 10:15am, Please have vehicle ready for departure at 10:40amJulius: Meet us in Cabrillo A at 10:15am I will need to know how many IP address we have on the property and our bandwidth. Mario: Meet us in Presidio A at 10:05am and based on diagrams be prepared to discuss the process and total time to flip room between General Session and BreakoutsSpecial Notes: Ms. Lisa Judge will be running in the Rock N Roll Marathon this year for the first time and Ms. Cathy Williams lived in SD and moved to Chicago about a year ago.

Theresa AlasHilton San

Francisco Airport Bayfront

YOU HAVE INVITED GUESTS INTO YOUR HOME AND IT IS YOUR JOB TO MAKE THEM FEEL WELCOME.

HOW CAN YOU DO THAT?

IT’S ALL ABOUT THE GREETING!

HAVE THE VALET WELCOME THE GUEST AND GREET THEM BY USING THEIR NAME

HAVE MANAGEMENT GREET THE GUEST IN THE LOBBY. IT SHOWS THE HOTEL CARES ABOUT THEM AND THEIR PROGRAM

MAKE SURE THE FRONT DESK IS READY TO RECEIVE THEM

PREPARE ALL TEAM MEMBERS WITH A SIMPLE GREETING IN CASE THEY SEE YOU ON THE SITE

“HELLO MR. ANDREWS! WE HAVE BEEN EXPECTING YOU.”

GREETINGS CAN BE FUN FOR ALL! WHAT CAN YOU DO TO HELP OUR TEAM MEMBERS ENGAGE WITH THE GUEST? HERE ARE SOME

EXAMPLES:

DOG GROOMING PROGRAM HAVE TEAM MEMBERS WEAR T-SHIRTS WITH DOGS ON THEM

FOOTBALL TEAM HAVE TEAM MEMBERS WEAR JERSEYS OR TEAM COLORS

CHANGE THE LOBBY MUSIC TO THE TEAM’S ANTHEM OR FIGHT SONG

• THINK OUTSIDE OF THE BOX AND HAVE FUN WITH YOUR GUEST BECAUSE THAT IS WHAT THEY WILL REMEMBER MOST.

• A FEELING IS TAKEN WITH THEM. WHY NOT MAKE IT A WARM WELCOME!

IT’S JUST YOU! YOU HAVE A LAST MINUTE SITE. DON’T WORRY…IT CAN STILL GO WELL.

REMEMBER YOU ARE A PRO!

BE THE FIRST PERSON TO GREET YOUR GUEST.

TAKE THIS TIME TO GET THEM TO KNOW YOU. MAYBE THEY HAVE TIME TO SIT DOWN FOR A BEVERAGE OR A BITE TO EAT. LET THEM KNOW THAT THIS IS THEIR

TIME AND NOTHING ELSE MATTERS!

Lesly Connolly

Hilton Washington

Dulles Airport

Memorable Meeting Space A meeting room is a meeting room is a meeting room……Not at Stanford Hotels!

Power point with meeting space clearly defined (envision the meeting)

Have a team member follow you, recording the site on an IPAD.

Organization’s logo in a GOBO on screen in the General Session

Director of Convention Services greets you in the Main Space and joins the site visit at that point

Strategically placed flat panels along the “parade route” with the clients logo, name, and a quirky message – ie:

“Hello Linda! How are things so far? Your Next Stop – Breakout Space! Enjoy your trip.” When possible, pre-set the meeting rooms to the client’s

specs so they can see themselves in your meeting space Color Theme your set (see image) to match their logo Pre record a thank you video and have it playing on

screen in your LAST meeting room from the GM, DOS, and then a thank you group wave from the staff. What a great send off!

Follow up by sending the recorded site visit to the client.

They can envision the General Session.

Their organization’s colors are presented in your

room set.

Fun and eye catching set ups will show your team’s

creativity.

Always showcase your creative spaces to bring the

WOW factor.

Cool Tools and Tips from the “Masters of Meetings” at Stanford:

OCTOBER 21-23Tuesday-Thursday

Breakout 1 Belmont IV1,920 square feetClassroom style for 50

Breakout 2 Piedmont2,200 square feetClassroom style for 50

Breakout 3 Sully1,640 square feetClassroom style for 50

Guestroom Greatness

Pre-walk all showrooms, floor sweeps, lights on, music

Ensure that everything is in top notch condition – including the “approach zone”

Have an amenity with a welcome card in the room

Robe/towels with monogrammed logo or initial and – send to client as follow up gift

In house channel on TV with a client welcome greeting

Set up the work area with laptop, website, and logo paperwork

“Theme” your room – if you are siting the Westminster Kennel Club, have a stuffed dog, dog bone and Blue Ribbon in the room

Stand Out. Set Yourself Apart. Bring the “WOW” From the “Gurus of Guestrooms”

Sally CaseySheraton

Albuquerque Uptown Hotel

Every Hotel wants to WOW the Client with amazing culinary masterpieces! But, you are charged with putting this piece of business into your hotel, so your pre-work is again very important. Guidelines for meal presentation:  Dietary restrictions and personal preferences. Where did they meet before? Nature of attendees? Budget minded groups Involve your chef in the presentation. An

Executive Chef always is well appreciated. Entertaining a group? Offer a small plates

variety. It shows well and offers something for everyone.

WHERE YOU END THE SITE IS VERY IMPORTANT!IT IS ALWAYS BEST TO TAKE A MOMENT AT THE CONCLUSION OF THE SITE TO SUMMARIZE YOUR PROPOSAL TO THE CLIENT. IF YOU ARE ENDING WITH A MEAL THAT IS FINE, OR IF IT IS A TOUR, FIND A COMFORTABLE BUT IMPRESSIVE AREA.

SUMMARIZE TOP HOT BUTTONS

LOCATIONWE HAVE CONFIRMED THAT IT IS VERY IMPORTANT FOR YOUR ATTENDEES TO MEET IN A VIBRANT AREA OF TOWN.

PROXIMITY TO MEETING SPACE

WE HAVE WALKED THE HOTEL AND WITH YOUR CONCERNS THAT MEETING SPACE IS

ACCESSIBLE AND ON ONE FLOOR FOR DISABLED AND ELDERLY ATTENDEES, DO YOU

FEEL COMFORTABLE WITH OUR LAYOUT

A/V TECH ON SITEYOU HAVE MET WITH LEWIS, OUR ONSITE A/V TECH THAT CAN BE

DEDICATED TO YOUR MEETING AS NEEDED.

IS THERE ANY OTHER ITEM THAT WE HAVE NOT UNCOVERED TODAY?

ASK FOR THE BUSINESS

IF WE CAN COME TO AN AGREEMENT ON THE COST OF A/V TODAY ARE YOU SAYING WE CAN

MOVE FORWARD WITH THIS?

DETERMINE DECISION PROCESS

IF IT IS BECAUSE OF A BOARD DECISI0N, DETERMINE ENTIRE

PROCESS AND DECISION DATE.

MAKE A SOLID FOLLOW UP

COMMITMENTYOU ARE MAKING YOUR DECISION ON

MARCH 29TH. I WILL CALL YOU ON FRIDAY MARCH 30TH AT 1:45PM. DOES

THAT WORK FOR YOU?

WHAT ELSE CAN I DO FOR YOU

TODAY?