Groups / Meeting Space
Existing Groups
You MUST transfer all guests who are with a group to a Group Reservation Agent.
If a caller mentions being with a group or having a group code at any point during the call, you need to transfer them.
If a caller states that the deadline has passed for them to book with their group, you still need to transfer them.
If a caller states that they want to book a room type that is not part of the group block, you still need to transfer them.
If a caller already has a group reservation and needs to modify their dates or cancel, you need to transfer them to a group reservation agent.
How to respond if a caller wants to know if someone in groups is available:
“I’m happy to transfer you to that department and if they’re not available they do have voicemail and will give you a call back."
How to respond if a caller is insistent on booking with you due to not being able to reach someone in groups:
"Since you mentioned you are with a group, your rooms are held in a block so I'd be happy to pass along your contact information to the proper department and someone will give you a call back."
If they accept: Spark the guest's info including the group code or name to the Floor Manager and they will email groups.
If they still want to book with you: Spark the Floor Manager and they will take over the call.
Do not tell the guest they can book with you and then call back to change or apply the group rate to their reservation.
How to transfer a guest with an existing group:
Properties offering group rates have a "Group Res" speed dial in the Via portal.
The speed dial is only to be used for guests who need to book with an existing group.
Do not use this speed dial for a caller who is interested in setting up a new group.
New Groups
Group rates are offered year round if the guest qualifies.
Guests must book at least 10 rooms to qualify for a group discount.
Guests inquiring about group rates will need to speak to the Group Sales Department at the resort.
All group inquiries should be transferred to Guest Services and the call will be routed from there.
How to transfer a guest inquiring about setting up a new group:
Transfer all new group inquiries to the "Existing" speed dial in the Via panel.
The speed dial is only to be used for guests who would like to set up a new group.
Do not use this speed dial for a caller who is trying to book with an existing group.
