Pipeline Response Manager Reference Manual

Pipeline Response Manager Reference Manual

Contents Page Welcome Getting Started PRM Admin Email Notifications Reg. Pages How To s and FAQ s Glossary 3 4 22 26 27 29 34 2

Welcome From Groupize Welcome to the Groupize Pipeline Response Manager! This manual is meant to assist you in navigating the Groupize Pipeline Response Manager and to be a resource for questions you may have in the future. Each section is outlined in detail as to the feature, function, and best practices for use. If it is your first time using the PRM we encourage you to attend one of our many webinars, or reach out directly. We are excited that you will be using our award-winning technology to manage your group leads! We are passionate about Group travel and are here to assist in anyway you may need. Should you have any questions, please do not hesitate to contact us directly at 855-Groupize or by email at hotels@groupize.com. Sincerely, The Groupize Team 3

Getting Started Now that you have received your Login and Password to the Groupize PRM the next steps are: Go to Groupizeprm.com Click Sign In Enter your Username and Password If you have forgotten your username or password please contact support@groupize.com for assistance. Your User Name will always be the Email Address that we have on file for your account. 4

Full Lead Card From the full lead card we are able to assign to an Owner, manually update the stage and status as well as view the Group Age. The Group Age Stamp will allow you to see how long the lead has been in the system for. In the dark box you will see the Group Information summarized. Fields such as Group Value, Avg. per night, #rooms, total Room Nights, # of Nights, # of Guests, Check in and out dates, Group Type, Planner Name, and Source are shown; in addition to the Events & Meeting Space summary. This box is an introduction to the group. 5

Scrolling down, the following information tabs displayed on the left. On the right side you will see the following action options to take on the lead. 6

Let s Begin with Group Overview! Through Group Overview we will see the Planner Profile and the Revenue Summary. The planner Name, Company, Corporate ID, Title and Contact Information will be noted. In most cases this will be your Coordinator information. If the group dates are flexible or if there is a decision date it will be noted here. The Price Seen Online will remain here as a point of reference for the initial lead. Depending on the Lead a planner may have had the option to choose up to the 4 hotels. If the Group has requested more than one hotel to send their requirements to, the other properties will be listed under Competitors. The Event Description is an optional field to share additional information about the group. 7

After reviewing the information shown, should you need to update any of the fields, simply click Modify on the right, fill in the necessary information, once done, click Save. The updated information will be saved in their appropriate fields. The Revenue Summary will pull in all necessary pricing for Sleeping Rooms, Event Space, F&B, A/V, as well as any Concessions to record a Total Summary and Total Commission for the group. 8

Next Up- Sleeping Rooms! This section is broken into two sections: Sleeping Room Request and Sleeping Rooms Response; with a Sleeping Rooms Revenue Summary at the bottom. This section will feed into the Revenue Summary on the Overview Page. 9

Your first step should always be to review the information and click Modify. This will allow you to update the information for the Rooms Response based on actual pricing and availability as well as add any additional details or services from the hotel to include in the proposal. Once you have made all of the necessary changes on any or all of the tabs, click Save to update the information. Please note: By editing the information and saving, you have not sent any information from the system. 10

Event Space: After you have updated the information for the room block, Event Space is next. Not all groups will require Event Space but should they request information you will see all of the provided detail requests here. The Event Response Section will summarize and highlight what you have offered the organizer. The Event Space Subtotal and Miscellaneous Fees will be added together to represent a Subtotal for the event space section. This will populate the related field on the Overview Tab. 11

Food and Beverage: From the Food & Beverage Tab, you can view the requested information and select Modify to edit the response. Once the information has been updated select Save. The Summary at the bottom of the page will update to reflect your changes. 12

Fees: In this section you can add any necessary fees associated with the group. Should you leave this section blank and send a proposal, the corresponding fields will read- Plus applicable fees. The fields are alphanumeric and you may enter a dollar, percentage or equal to option. 13

Concessions: In the concessions area, you may view the requested details for the group and select modify to update a response. The updated offering value will dynamically update in the Revenue Summary. 14

Terms: The following Terms will default, however you may select modify and update any of the dates and required terms for the Group, such as a Reservation Method or Payment Terms. These terms and expiration dates will show in the proposal. 15

Notes and Attachments: The Notes & Attachments area will house all of the actions taken on the lead as well as any internal notes that are added by users. You will also be able to view sent emails, proposals and contracts from this page. To add an attachment, simply Name the attachment, choose a file from your computer, then select attach file. The name of the document will appear below and you will see the title as an option in the attachment fields for the Send Email, Proposal, and Contract features. 16

Send a Proposal Reviewed all of the information? Made any necessary modifications? Great! Click Send a Proposal to review the formatted information. The sent proposal will have the options to Accept or Decline the Lead. 17

Send a Contract Once a quote has been accepted you will be notified by email and the lead will automatically move from In Process to Tentative. At this point the hotel can edit/send contract with their terms. Once a contract has been sent, the lead will automatically move from Tentative to Definite and Waiting for Signature. 18

Additional Functions: In the Top Header you will see All Leads. The All Leads page is of our favorite functionalities is the All Leads list. By clicking All Leads from the header you will be brought to a list of all your leads. The leads will be shown in list format with the attributes of Group, Type, Source, Property, Owner, # of Rooms, Estimated Value, Date Received, Check In Date, Stage, and Status. By using the Search option, you can search and filter all of your leads by an attribute. By clicking the green View button, you will be brought to the full Lead Card. You are able to export this report to excel by clicking Export Report. By clicking Export Report an email with a link to the excel list will be sent directly to your inbox. Please Note: This feature works best with the most recent versions of Excel. Groupize Tip: The All Leads list is great for filtering by Status and seeing which leads need to be actioned or for reporting. Just filter by your selected attributes and export the report! 19

PRM Admin The PRM Admin is located on the top right of the Groupize PRM header under your user name. Click on your name and in the drop down you will see Admin and Sign Out. By selecting Admin you will be taken to the PRM Admin section. There are three main sections: Properties Users Property Groups From the properties section you can view properties information in a list view. Should you need to utilize the search feature you will be able to enter a property name or attribute such as address or city and search for the specific property. For each property you will see the: Name Street City State Phone Number if available Property Chain 20

On the right side of these details is Actions. This lists the actions that you may take on a property. Status- the green check shows that the property is active in the Groupize system. To deactivate simply click the button and the arrow will show as greyed out. If you do not have the authorization to deactivate the request will not be approved. Edit- By selecting edit you will be brought to the property card. Here you can update the contact information for the property should it be necessary as well as update the property chain. This is also a quick link Users, Group Deal and Rules options for the property. Users- By selecting Users you will be brought to the property card under the Users tab. Here you will see all users that are assigned to the property. You will be able to view their name, email, Role and Invitation. The invitation area will show if they have been sent an invitation, the date, and when they have accepted that invitation. Under Actions, you will be able to activate/deactivate, edit, and view properties that are assigned to the user. To learn more about User updates, please see more under the User page details. Delete- delete action will delete a property from the Groupize system. Should you not have the authorization to the delete a property the request will not be approved. From the Property page view there is a button option to create a property. This will not work if you do not have the authorization. 21

Users Page- This page will look very similar to the Properties Page we just reviewed. Here you can see in list format of the current users in the Groupize System. For each user you will be able to view- Name Email Role Invitation Status On the right side of these details is Actions. The following are the actions that you may take- Status- the green check shows that the user is active in the Groupize system. To deactivate simply click the button and the arrow will show as greyed out. If you do not have the authorization to deactivate the request will not be approved. Edit- By selecting edit you will be brought to the users detail card. Here there are two tabs, Overview and Properties. From Overview you can update the contact information for the user should it be necessary, as well as update the user s email preferences. From the Properties tab you can view all properties that are assigned to the user. More details below. Properties- By selecting Properties under Actions, you will be brought to the User s Detail Card under the Properties tab. You will see all properties assigned to the User as well as have the option to search for a specific property or assign the user to a group or a property. To assign a user to a Group click the Assign user to group option. You will then be prompted to select a property group to assign. To assign or unassign a property to a user select Assign user to Property and view all properties available for assignment. You can search for a specific property or scroll. The action on the right will show if they property has already been assigned or if it is assignable. 22

Property Groups- Property Groups are groups of hotels that fall under a specific source. Properties can be part of multiple Sources. Actions: Edit o Update the Name and Chain Code of the Property Group o Edit the Users for the Property Group o Update the Properties under the property Group o White Label associated with the Property Group Membership o View all of the details associated with the property group Delete o Delete the Property Group 23

Email Notifications: Groupize Systems will notify you of the many updates to leads via email. Email preferences can be set if you only wish to receive new leads, assigned leads, or none at all. The following grid outlines when a lead is sent from the system and who receives it. All Emails will come from reservations@groupize.com so please ensure that this address is not marked as spam. Event Triggering an Email Initial Hotel User Sign In/Create Password Hotel Forgot Password Hotel PRM User is Assigned a New Group Booking to Action Hotel Users Receives Email X X x Organizer Receives Email Guests Receive an Email New On Request Lead Submitted X X Proposal Sent from PRM X Email Sent from PRM X Planner Accepts/Declines a Proposal X X Contract Sent From PRM Email to Organizer When New Instant Booking is Made X X Groupize Reg. Page Email X X New Instant Booking is Made X X A Hotel Turns Away Request X Email to Hotel when they Turn away an Instant Booking Guest is Invited to join a Group (Reg. Page) When a Guest Claims a Room Strategic Group Management Solutions: Event Triggering an Email Hotel Receives Email Arranger Receives Email Coordinator Receives an Email Travel Arranger submits request X X Group Coordinator Selects Hotels and submits request X X Hotel Turns Away Lead X X X X x Proposal/Quote Submitted by Coordinator or Hotel Proposal Accepted by Coordinator or Client X X X Proposal Declined by Coordinator or Client X X X 24 X

Reg. Pages: When an Organizer instantly books a group, they are given a Group Page to invite guests to log in, claim a room, update payment information and additional guest information. All information collected will update in the CRS and to the PMS if applicable. Guests are also able to cancel a room and release it back to the property s inventory should they not be able to make the trip or release it out of their name and back to the groups room block. Rooms that are not claimed before the cancellation deadline will automatically be cancelled and return to the property s inventory. From the Reg. Page organizers can review their reserved room block and use the email functionality to invite other guests to claim rooms. Rooms may be claimed by a guest or assigned to additional guests. Each room can choose to bill the card on file, or to enter a new credit card. To cancel a room, select cancel and the room will be released from the room block and returned back to the property. 25

How To Manage a Group: To view a Group in its entirety, click View to view the full lead card. The top of the screen will show all of the group details including Group Value, Rate per night, # of Rooms, # of nights, Total Room Nights, #of Guests, Check in and out dates, Group Type, Planner Name, and Source. These fields are dynamic and will change as you update the group details. The right of the screen is home to five action buttons that will allow you to respond to the inquiry by sending a proposal, sending a contract, sending an email or turning the group away. By clicking on the Overview, you will see all of the information the planner provided about themselves. After you have reviewed all of the information about the group in the Overview Tab, including the rate they saw online, you can respond and enter a quote from a hotel manually. To create a personalized offer, edit each relevant field for each section of the lead. After each section has been edited click Save. This is the first step in personalizing their offer. Click Send Quote to send a quote to the planner. If a planner selects an offer, you will be notified by email and the lead will move from In Process to Tentative. At this time, hotel will be notified to issue a contact. You or hotel may either send the default template from the PRM or attach a custom contract. By sending a contract the lead will move from Tentative to Definite and Waiting for Signature. Once the group has traveled, update any variances and move to Final. If the Group does not travel, update the stage and status accordingly. 26

Frequently Asked Questions: How to Send A Proposal: Select Modify to update any necessary information then save. After updating the group with your rates, terms and conditions, click Send Quote. A pop up window will appear with a quote preview, then select the send quote button. Attachments can also be included. A copy of the sent quote will be stored in the Notes & Attachments section. The stage of the group will move from New to In Process. From the proposal, you can accept the offer or decline the offer. Reporting: By visiting the All Leads from the PRM header, you will be brought to a list of all of the leads. The leads will be shown in list format with the attributes of Group, Type, Source, Property, Owner, # of Rooms, Estimated Value, Date Received, Check In Date, Stage, and Status. By using the Search option, you can search and filter all of your leads by attributes. By clicking the green View button, you will be brought to the Lead Card. You are able to export this report to excel by clicking Export Report. By clicking Export Report and Email with the excel list will be sent directly to your inbox. 27

How to Assign a Group to Another User: Click on owner drop down arrow, which opens up the list of registered users within the property. Highlight and click on the new assigned owner. This will trigger an email to notify them that they have been assigned to the Group. How to Create a Note: From the Hotels Details screen, click on the Notes & Attachments tab. This displays any previous notes added by PRM users. To create a new note, enter the information in the free text field and click the Add a Note button. All notes added in this section are only visible to the internal PRM users. Emails and Quotes are also logged in order to keep track of any correspondence with the Group. 28

How to View or Reclaim a Previous, Lost or Turned Away Group? From the All Leads Page you are able to view All Leads and filter by Stage. To view groups that have been Lost, Turned Away or Actualized simply filter by the appropriate stage. By clicking the View button, you will be brought to the full lead card. By selecting the stage drop down you are able to update the stage of the lead. Should you move a group from Lost or Turned Away to New, In Process or Tentative, the Group can be then be re-claimed and managed just like any other current Group. How to Update Terms and Fees: In the Terms and Fees Tabs, you will be able to view the Terms or Fees currently associated with the Group. The Terms and Fess listed are defaults set for the property, but can be adjusted and overwritten by clicking on the Modify and then making the desired changes. Term dates are dynamically calculated based on the booking and arrival dates of the Group. Key dates are included as part of the Quote: Expiration Date of Quote, Deposit Due Date, and Final Payment Due Date. To save changes, click the Save button. 29

Glossary Actualized- A group that was Definite and the travel date is in the past. Action Required- A Lead Status meaning action is required on the lead Admin- A section of the Groupize PRM that allows a user to manage other users and property information. All Leads- From the dashboard, an option to view all of your leads in list form as well as exportable data to excel report. Attribute- A filterable field in the All Leads list Check In Date- The Date that a Group will be arriving at the property. Check Out Date- The Date that a Group will be leaving a property. Definite- A lead stage signifying the Planner/Organizer has accepted a proposal by the property and is intending to travel on the specified dates. The contract has been issued to the Planner. DHISCO- GDS formally Pegasus http://www.dhisco.com/ Full Lead Card- A lead page where all of the information regarding the Group Lead can be viewed and modified and where a hotel user may communicate with the organizer, send a proposal, send a contract, or Turn Away the lead. Final- A lead status indicating that the associated stage is Final. Group Name- the name that an organizer has named the group, this will be shown in the lead summary card and can bring a PRM user to the Full lead card. In Negotiations- A status option for a lead- negotiating additional terms, rates, or details. In Process- a Stage for a lead in the PRM, indicating that the planner has been contacted via phone, email, or proposal (this will automatically change when an email or quote is sent from the system.) Lead Summary Card- The card that represents a lead in one of the four lanes on the property dashboard in the Groupize PRM. Lost- A stage for a lead in the PRM that indicates that the planner did not accept the proposal from the hotel. Automated reasons are- Group is not Traveling, Group Cancelled after booking, Planner Unresponsive, Group selected another property, Did not meet Group Requirements, Did not meet Group Budget, New- Stage and Status for a lead in the PRM. Indicating that no action has been taken on a lead. Need Contract Approval- A status indicating that approval is required before moving forward. PRM Pipeline Response Manager Qualification Follow Up- A status option for a lead- Additional information needed on status of the planner Quoted- A status option for a lead - The planner has been sent a proposal. (If quoted through the system, the PRM will automatically move status to Quoted.) 30

Rate Approved- A status option for a lead - Rate has been approved by Revenue Manager, Hotel User may proceed. Reg. Pages- For Instantly Booked Groups, a planner can invite guests and self manage the room block. Stage- The stage of a lead can be either New, In Process, Tentative, or Definite, Lost, Turned Away or Actualized. Status- A subcategory to correlate with the Stage of a lead. Source- The site where a lead was derived from. Tentative- A lead stage signifying that the planner has accepted the quote. This will automatically update when the planner accepts the quote and indicates that a contract should be issued. Turned Away- A lead stage indicating that the hotel has not accepted the inquiry. Type- A required field that the Organizer must identify the group as a Group, Wedding, Meeting, social gathering, extended stays or multi rooms. Waiting for Approval- A lead status indicating that the Hotel User is awaiting approval before moving forward. Waiting for Information- A status option for a lead indicating that the planner has been contacted and the hotel is awaiting additional details. Waiting for Signature- A status option for a lead -Waiting for signature from planner 31