The Group Enquiry Standard

5 steps

1. 01

   Qualify

   Ask six things before quoting: dates, how flexible they are, rooms per night, the reason for the trip, who decides and by when. Write them on the enquiry sheet before you check space.

   Say this

   “So I hold the right rooms, Mr Al-Mansouri: who else is deciding, and by when do you need an answer?”

   Common mistake Quoting twelve rooms without asking who decides. The proposal goes to someone who forwards it to three other hotels.

2. 02

   Hold with a date

   Place a tentative hold in the PMS with an option date no more than seven days away, and tell the client that date out loud. Rooms held without a date are rooms nobody can sell or release.

   Say this

   “I’m holding twelve rooms for you until Wednesday 18 March. After that, they go back on sale.”

   Common mistake An open-ended courtesy hold. The group decides no in silence, and the rooms sit empty through the busiest week of the month.

3. 03

   Send the proposal

   Send a written proposal within 24 hours: rooms per night, rate per room, inclusions, deposit and payment dates, release dates, cancellation terms, and any meeting or dining space discussed.

   Say this

   Subject line: “Al-Mansouri family, 12 rooms, 3–6 April: proposal valid until 18 March”

   Common mistake Sending a rate and nothing else. The client compares one number with another hotel’s full proposal and picks the clearer one.

4. 04

   Follow the option

   Call two working days before the option date. If the client needs more time and the hotel can wait, extend once, in writing. If not, release the rooms on the date and tell the client that day.

   Say this

   “Mr Al-Mansouri, your option ends on Wednesday. Shall I send the contract, or would you like until Friday?”

   Common mistake Letting the option date pass without a call. The group signs a week later, and the rooms have already been sold.

5. 05

   Get the list

   Agree in the contract a date for the rooming list, usually 21 days before arrival. Load the names into the PMS the day it arrives and send the final list to front office and guest relations.

   Say this

   Note to front office: “Al-Mansouri group, 12 rooms, list loaded 13 March. Two connecting pairs, one cot.”

   Common mistake Accepting the rooming list on the day of arrival. Front office types names all afternoon while the group waits in the lobby.