Groups / Meeting Space

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.

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.