You have been carefully selected to be a part of one of the leading brokerage companies. Directly contracting with travel providers, such as hotel chains,

You have been carefully selected to be a part of one of the leading brokerage companies. Directly contracting with travel providers, such as hotel chains, travel suppliers, attractions and more. National Hotels Association works on a high-volume, wholesale model to broker this inventory to international businesses using proprietary technology.

NHA’s Mission

To maintain our position in the marketplace by surpassing client’s expectations and continually providing them with state of the art solutions, impeccable service and exceptional support for their event and travel needs of today and tomorrow.

NHA’s Values:Serve as the strategic and moral compass for our company, Guide our decision making and Challenge us to put the needs and well-being of the people we serve first: Our Clients, Our Vendors, Our Employees, and our Community.

NHA’s Vision:Learn from the past, Live in the present, Plan for the future Taking a 360 degree evaluation of where you have been, where you are, and where you are going is essential for the continued success of any Company. At National Hotels Association, we are constantly learning from our past experiences and adjusting our current practices to ensure we provide our customers with exceptional service today and tomorrow.

Site Selection and contract negotiation: We find the perfect venue for you and contract rooms at the best hotel properties in the area.

Housing Services: Multiple reservation options (online 24/7, fax, mail, email, or phone)

Call Center: We staff a full service in-house call center for your event to handle reservations and customer service inquiries

Onsite Service Management: Experienced and professional agents will be available during the event to ensure everything goes as planned and to assist you with anything you may need.

Table of Contents

Day 1 Script

Calls

Color Legend Tutorial

Calculations Assessment

Show Assignment

Training Survey

Live Sales Calls

Day 2

Basic Knowledge

Sales Process

Show Knowledge

Show Quality

Commission Report

Show Knowledge Assessment

Day 3 CMS

Phone Calls

Day 4 Closings

Confirmation Numbers

Communication

Do’s and Don’ts

Day 5 Email Campaign Tutorial by Melissa Luna

Agent Assessment

Week 2 Rate Request

Must make at least 250-300 calls per day

We start as early at 6:30am PSTNHA Computers need to be turned on and ready to go by 6:15

Computers need to be turned off at the end of your day

Make sure to save your work and have the next day planned

We are referencing previously worked databases, the following rules and regulations must apply:

A. Agents must check show website for show officials, housing, hosts and sponsors (sponsors can be called but just be aware some may be offended but others may appreciate the discount); agents must note who they are in the notes and highlight in red on excel sheets. (Prevents official housing or trade show from getting notified)

B. Follow the Color Legend Guideline, no exceptions

C. Agents cannot delete any numbers/companies

D. If a company asked to be removed from list, agent must enter into notes “DNC” and highlight red

E. If a company is out of business, agent must enter into notes “OOB” and highlight red

F. If the number is wrong or has changed, agent must enter into notes “WN” or “Number has changed to_____”

G. If gatekeepers or tradeshow coordinators are willing to give out other types of contact info, agent must enter into notes. EX: emails, cell phones/alternative numbers

H.Refer to Color Legend Guide in Corp Site for details

client has not booked and asks for a followup, client has already booked but may switch to book with us  

client has not booked but didn’t show interest  

client has already booked and shows no interest and/or client asked to be removed from list or not attending  

client booked with us  

client will not book this time with us but is willing to be contacted in the future for different shows or to be contacted sooner, client wants to keep our info for future reference  

LOCAL  

Notes that should be taken for all phone calls:  

1. When calls were made and notes of what the agent did (Date-Code, EX: 10/7-LM)  

2. Where the client booked and rate-how many rooms if possible  

3. When the client normally books  

4. If contact person changes and for what reason (whether the gatekeeper gave the wrong name or the person got fired or promoted)  

  Code Definition

  DNC Do Not Call, Remove From List

  LM Left Message

  LM W GK Left Message With Gatekeeper

  TC Tradeshow Coordinator

  NM No Message Left

  B Booked

  CB Call Back

  OOB Out of Business

  WN Wrong Number

  NA Not Attending

Time principles

1.Note your calendar when clients give you follow up dates and times

2.Note your calendar when tasks for clients must done

Follow up and Follow Through

1.Do what you say you are going to do and when you are going to get it done

2.Clients hold you to your word, relationships are based on integrity

1.KNOW your script by heart and use it VERBATIM

2.Do not allow client to hang up until you have exhausted all your rebuttals

A. “How many people will you be sending to the show?”B. “Did you book the show last year?”C. “How many people did you send?”D. “The BEST thing to do is…” (VERBATIM)

Study Show and Hotel Info Close the sale Tradeshows/large events: enter the reservation into the CMS Send the closing to

[email protected] Enter sale into Commission Report Enter client into Client List Send client “Thank You” email once client accepts

Show (must know show info)

Industry

Number of Exhibitors

Number of Attendees

Where the show was last year

Housing rates-why ours is better

National Hotels Association HOTEL info (rate, star rating, proximity, hotels amenities-internet, gym access, dining)

How to pronounce the show and know it’s acronym

Schedules: Conference, Exhibition, Move in/out

Total # of rooms in 2-5 mile radius

Other events happening at the same time and why there is a scarcity of hotel rooms. (Understand the high demand of hotel rooms during the time of the show).

A. If the city is known for its tourism, know how many people come to that city during that time of year

All shows are thoroughly researched 1. Released to the agents during specific time frames2. Suggested properties are the best available properties at the most competitive price

point3. Risks and liability NHA is responsible for Attrition on unsold properties (Agent must listen to the clients

effectively and pitch properties accordingly. Agent must identify reasons to choose our property and effectively communicate this to the client if we cannot fulfill the client’s request for other properties not on our list)

Emails1. Avoid abusing your Email privileges and sending too many emails 2. If Agents send emails, Standard Template must be used

Subject Line: Discounted Hotels in City, Month of Show

It was a pleasure speaking with you. Just a reminder-hotels are already selling out, there are other events happening around the same time. I have high quality 3-5 star hotels starting at $189/night(includes complimentary internet) with a few rooms left within close proximity to your event in City for 2013.

Please let me know as soon as possible, rates are subject to change based on availability.

  I look forward to speaking with you soon. 

Make It A Great Stay! with NHA!! and Corporate Signature

**Agents can only change the name that the email is addressed to and a sentence maybe added to help the client remember you and your conversation

**NEVER include the following in an email: a) Tradeshow/Event names in which we are not official housing

Enter SALE into Commission Report via Google Drive

Only sheets that need to be visible are current pay period and the week before

Other weeks must be hidden Duplicate sheet for new pay period (locate tab at the bottom of the sheet, click on the arrow and click “duplicate”) • Change Dates• Clear Entries

Update your Commission Report regularly (accounting checks all reports by Thursdays, 8am)

Keep the client on the phone no matter what

1. They are already hard to get a hold of, don’t let them control the call

2. Know your facts and be CONFIDENT

a) We have already done thorough research for each individual show

b) Contracted properties are at the BEST rates within close proximity to their events

c) Always present information in a positive manner

• If the client keeps trying to get you off the phone, remind and ask them questions like:

1. You or your company is to exhibit or at least attend, right?

2. That means you need a room, right?

3. Give them facts and figures about the show (total exhibitors and attendees, other events happening at the same time, total number of hotel rooms within a 2-5 mile radius)

4. Create a sense of urgency-advise the client that rates are subject to change based on availability (because there is a high demand in hotel rooms, rates will go up and the longer they wait there will be limited rooms with increased rates)

5. Use your personality and wit if applicable (sales people hate being sold to but everyone loves buying, be REAL with the clients)

6. Negotiating with the client is a last resort (decreasing rates=decreased commissions)

7. Do not automatically offer a rate request when clients show little interest in our properties. Create interest-assess the clients’ needs and wants before suggesting other properties.

8. Know the market-what are other competitors offering, note what clients are requesting in your Google Sheet to prepare for rebuttals if the client requires followup.

9. Sending emails and giving out your number is the last resort. Do not be so eager to give out phone number before assessing the client and pitching your properties.

All Agents must submit their recording immediately after their sale has been entered into the BE and/or CMS

Agent must reference Call Controller/Softphone Click on “View Setting” icon. This will open a new window to “General”, scroll

down then click “Phone System” to access account. Enter 888# and ext Enter password Click on “Messages” Click on “Recordings” Click “Forward” on recording to be sent to [email protected]

1. Subject line MUST be formatted as follows: Company Name_Convention Month Year

2. Example: Baby Company_Kids Show 0413

Recordings will be deleted from our system by Admin one year after the date the credit card was charged (recordings may be kept for training purposes and NHA’s discretion)

What a Coordinator might say or ask:

“What names are the rooms held under now with the hotel?”

“What is the name of your room block?”

“I just called the hotel and you guys don’t have rooms there”

Agent:

We deal with various vendors, once we complete your booking agreement:

you will receive an Itinerary # with your booking agreement

we take the rooms off the market

we submit your rooming list to the hotel

your confirmation numbers will be emailed to you within 7-14 business days and you can call the hotel to confirm your rooms

Agent is to speak to the Reservations Dep. for the following reasons:

A. Billing issues

B. Changes-make sure client sends changes in writing. Reply back to the client and CC reservations that their changes will be done within 72 hours

Client must submit all changes in writing (dates, names, rooms, additions, reductions). Hotel Broker/CTA will forward information to RSD and will be responsible for following up.

CC Error Message SolutionAVS Mismatch Call client to obtain correct address, run card once more. If the card

states the same error, transfer call to RSD. If the client is not on the phone, contact RSD and have them run the card manually.

Declined Call the client to advise him/her of error message and ask for another card. Run the card while the client is on the phone.

Clerical Error Reenter the correct information and run the card, there is no need to call the client.

Do’s Don’ts •Know and use the script verbatim•Know your show and properties•Make at least 250+ calls per day•Know and use the Sales Process: 1.Close the sale2.Enter into the CMS 3.Send the closing to [email protected] Subject: Company Name_Show Month Year of Show (Kids Co_ABC 0613)4.Enter sale into commission report5. Send Thank You email after the client “Accepts” •Make sure $totals match the CMS or vice versa •Notify Branch Broker once you have gotten a hold of at least 75% of coordinators•Always note any type of communication or anything specific pertaining to the client with a sold company into the CMS•Conference Call ever Friday, 1p-2ap PST, look out for weekly email with conference info•Run credit cards once, if the card declines: 1.Call the client to solve issue2.Run once more while the client is on the phone3.Transfer call to RSD if the card declines againProfessional dressOnly emergency calls may be taken during call center hoursUse time principles(follow through with scheduled follow ups)

•Don’t call tradeshow officials: housing or executives (check for their official numbers -maybe duplicates in list) and red out that listing •NEVER include the following in an email: 1.Any credit card numbers (should not be included in any forms online as well, i.e. Rate Request Form)2.Tradeshow/Event names in which we are not official housing 3.Live rates, Hotels, Links to the hotels (send proposals from B.E. for these items)

•No food or drinks on the sales floor•Buddy system for breaks•No surfing on the net what so ever, including myspace, facebook, and twitter any social sites. Only thing you may research is your show and hotels for that show•No personal calls on the sales floor•May not use company property for personal use, example-personal faxes, emails•Avoid long and numerous breaks(increase call volume=increase probability of sales)

Cancellation Policy (Standard Policy applies unless stated otherwise in your Show and Hotel Info page)

Cancellation Policy for 10 rooms or more if applicable (as stated in the Booking Agreement): Please contact NHA to cancel your reservation. A cancellation reference will be provided. Should you cancel your entire stay, after 4pm Pacific Standard Time (PST), 7 days prior to arrival, you will incur a full cancellation charge. If NHA is able to resell the room(s), or if the hotel is able to waive the cancellation fee, you will receive a credit that can be used towards a future stay. Bookings of 10 rooms or more may be subject to a different cancellation policy as well as an attrition policy. Your sales or event manager will inform you of these policies if they apply to your reservation.

No cancellation for groups 10+ rooms. Adjustments can be made up to 20% and of the gross revenue and the group is responsible for 80% of the entire room block. If group reduces more than 20% of entire block, Group is responsible for the difference between 80% and actual nights utilized.

Needs to be verbalized to the client and client must accept terms and conditions of cancellation policy verbally during the recording of the close.

A separate addendum is sent to the client to sign via DocuSign

Needs to be noted in the CMS in “call details”

Cancellation policy may differ per hotel and will be stated in the Show and Hotel Info if applicable

Email Campaign TutorialAgent Assessment

Real time reports are available on MailChimp

Easy to create campaigns

Reach multiple subscribers at one time

Increases sales when incorporated with daily calls

What to know and say when a client calls in

This is (Agent), how can I help you? (once they mention the show, you should already know what hotel they are calling about with the rates!)

Must know payment and cancellation policy without using the script

What to say to a client after emails are sent

Use the script

“We just released space….did you receive our email? We only have a few rooms left at this rate, how many people are you sending? We only have (2-3 rooms more than what they said unless you have less than that) ”

Identify event (tradeshow/convention, company meeting, leisure, wedding, reunion…)

Identify the client’s needsa. Room block

# of rooms Dates

b. Meeting space if applicable (reference NHAtravel.com “Rate Request”) Identify the client’s specs Budget (how much did the client spend last year, even if it was in another

city) Proximity to event or destination Type of hotel (star rating) Hotel preference

Identify what is most important to the client a. Proximity b. Budgetc. Comfort/hotel type

Will the client have transportation

Has the client been to this event before in the same city (rates will vary based on location and season/dates)

Next Slide

Advise the client that rates may vary in that city during the event due to increase in tourism, inflation and participants…etc

Research what the event’s official housing is offering a. If official housing does not post rates

Identify which hotels client prefer in official housing Search for direct rates online by entering the client’s room block Decrease the direct rate by 10-20%= the rate we have to beat

Research our Booking Engine

Log onto Room77.com or Kayak.com to view rates from:a. Hotel Direct

b. Expedia

c. Orbitz

d. Hotels.com

Find hotels with the most competitive rate that will fulfill the client’s needs and that will at least meet our standard profit margin

Offer client 3 hotels if applicablea. Closest

b. Within budget

c. Nicest hotel (this may be the most expensive next to the “closest” hotel)

Facilitating Groups of 10+ rooms and Meeting Spacea. Majority of research must be done prior to submitting your request

b. Must assess the client thoroughly

c. Contracts responsibility is to seek and negotiate rates

d. Make the client aware of the competitive rate so that the client knows what they may expect to pay

e. Commit them to the rate (sell them, this will cut down the guess work)

f. Rate request submissions Go to NHAtravel.com Click “Rate Request” Complete all questions asked and give as much pertinent information as possible

(property’s availability and rates through other competitors, such as housing, Expedia, direct)

Must be certain of which property client will want and clear in your submission