National Travel Associates Destination Weddings & Group Packages 2013 National Travel Associates TheDestinationExperts.com
Weddings and Groups Larger blocks of clients can bring you excellent commissions. You can also work with properties that offer you, the agent extended rewards to maximize your earnings. By balancing your time and efforts, you can work smarter and not harder.
What You Need to Start Before starting to work on a Destination Wedding or a large group there are some documents that you will want to have on hand to assist you throughout the complete process. Client Check List PAX Room List PAX Payment Form Document Guidelines PDF Retainer Agreement Wedding and Group Contract Destination Weddings Training Manual
Balancing Time Before you begin working on any large file, you need to set the boundaries with your client. Schedule times that work within your schedule and your clients. Agree to the best means of communication. NEVER allow them to assume you are available 24/7
Know your group Get to know your clients Find out what interests the majority of the group have such as: golf, spa, adult only, plenty of excursions, VIP services etc Have a main point of contact for your group. Also request contact details for the remaining travel party so you can email them ideas and pricing. This will assist you in determining if others in the group are also working with a travel agent. Ask if they are sourcing from other agents or agencies as well. If they are you may want to consider how far into the work you are willing to go with them. You work on commission so therefore this will be determined at the beginning.
Developing client commitment It is reasonable to ask your clients if they are also sourcing their package with another agent or agency. It is best to set boundaries at the beginning of the relationship to avoid frustration later on. Explain that you would be happy to assist them with a free complimentary initial quote for their group to consider. We will go over that in detail more. Be sure to let your clients know that you have access to the best available pricing and inventory available for them. Also let them know that when you quote them a price you DO NOT hide fees to gain a sale. Your quotes will be accurate, in-depth and honest. The group will not have any surprises. By offering this comment early on in your discussions you will build a relationship of trust and integrity.
Free Complimentary Quote This quote will offer 3 resorts that fit within the clients price point and amenity preferences. You will source published fare and will list what the resort offers, specials on with the supplier and estimated insurance quote. Group can meet and discuss this quote. If they choose to move forward you can then proceed with getting group quotes from preferred suppliers. If your supplier offers every so many PAX free this may be an incentive for your group leader. Offer this to them for their hard work. Also many group quotes for Destination Weddings offer extra amenities for the Bride and Groom. This will also increase your chances of getting the sale.
Step One Set up a time when you can discuss the groups needs either by telephone or in person. Never move forward with group quotes when only email communications have been received. Narrow down locations by area not resort: Punta Cana, Cancun for example Narrow down the needs of guests and approximate number of guests Determine type of resort large or boutique style, adult only, wheel chair access. Find out what kind of activities are important: Golf, Spa, Water Sports, Casino etc.. Get an idea of the budget per person. Always leave room for insurance premiums within the budget. Sell them a complete package. Decide on a travel date. This will narrow down location, resorts and flight options. Narrow down departure gates: what airport(s) will the group be flying out of. Again this can narrow down your destinations. Determine if the group will be looking at deposit only packages or if they will be paying in full at the time of booking. We recommend adding an administration fee for deposit only groups. You have to value your time and efforts when applying payments to the account with suppliers.
Resources Supplier group departments your key to group success Your Regional Team Leader Internet you can Google anything! Search, source and confirm. Resort Websites also a wealth of information Supplier Brochures read them, know them and use them. Travel Agent University and other training website education is the key to success Facebook Support Group many agents are well versed in groups and Destination Weddings.
Step Two Gather the information needed to make initial resort recommendations. Take the following into consideration when sourcing location and hotels: Departure Gates not all fly into the same areas Travel Times try to find a location that allows all guests to arrive on the same day Budget offer a resort that is affordable for all of the guests. You may find that the contact person is comfortable with a 5* resort and price however other members of the group may not be. You will need to make recommendations based on the groups needs. Source resorts that fall on the lower to higher end of group budget. Keeping in mind your final price per person should include room for insurance protection.
Step Two If children are traveling in the group consider flight times, layovers etc. Parents want the travel portion to be as stress free as possible for their children. Try to find times that do not arrive late in the evening. Parents will appreciate having access to hotel amenities such as meals when they arrive. Use your client check list forms to assist you in sourcing the best possible location for your clients. Once you source the appropriate resorts offer an initial quote based on current published fare for the group to consider. DO NOT request a group quote from suppliers until you have narrowed down the resorts. Offer clients a maximum of 3 resort choices to start. Also suggest they be proactive in the search process do they have a resort preference for example? DO NOT request wedding availability until they have decided on 1-3 properties.
Confirming Weddings Once your clients have decided on 1-3 properties you will then need to contact them PRIOR to submitting a group quote to see if there is wedding availability for their preferred dates. Advise your clients that some resorts will require a financial deposit to hold wedding space. Once you have confirmed availability you will advise the resort that you will now get confirmed pricing for packages from the supplier. Most properties will hold a wedding date for up to 5 days pending supplier confirmation. Please communicate to your Bride and Groom that these properties house thousands of people and have several ceremonies throughout the week. They patience is required during this time.
Confirming Location Provide your clients with an initial quote based on their needs. This will be the FREE, No Obligation Quote. Set up a time to discuss the packages with your group contact person. Allow the group 3-5 days to discuss your initial suggestions for their preferred location. Set up a time to discuss the groups decision with your contact person. Narrow down the preferred resorts and prepare your group quote submission to the suppliers This is the time you will have the bride and groom or group leader sign the Retainer Agreement. At this point, the time you will need to work on this file is substantial and you should be paid for your professional services. Having this document signed and payment confirmed commits the Bride and Groom or Group. If they are not willing to do this, they are shopping around. Is your time valuable?
Pricing and Markup Most group price packages are based on NET fare. You will then need to determine your commission increase. Search SIREV for retail posted prices for the exact same resort, room category, travel times etc. This will give you an idea of what increase you can work within. 20% is a maximum on the pre-tax fare you will ever want to consider. Mark Up is Per Person. Ensure what group rate requirements are needed for suppliers. Most want a minimum of 20 PAX in 10 Rooms to consider group rates. If your group is looking at having a special occasion such as a wedding you will also need to get confirmation from the selected resorts that they have an available spot for the wedding prior to submitting the group quote. Inform your clients that group quotes will take 5 business days to hear back. Allow yourself another 2-3 days to get your quote in order for presentation.
Pre-Confirmation Meeting Now that you have your group quotes back from suppliers it is time to have a preconfirmation meeting with your group contact person or Bride and Groom. Discuss pricing and break down the costs, EBB bonuses, every so many people free, insurance, agent fees etc. Your contact person needs to clearly understand what the pricing involves before they present the package to the group. If you DO NOT explain the pricing clearly you will chance losing the sale. Most competitors will hide pricing and clients only see price.
Contracts Now that you have a confirmation of location and price you will need to use a contract for the actual booking. This will be different from the Retainer Agreement. Use the Head Office designed template or design your own. Be sure to include everything you see if the template to cover yourself. Have your contact date a day before your contact date with the supplier There are two contracts for a group 1) agent & supplier and- 2) agent & group Decide on a group cancellation fee this is imperative to protect your commission in the event the group defaults on final payment. Any deposits made to suppliers would be lost however you are NOT paid commissions on defaulted contracts. $150.00 per person is recommended. Clients are able to claim this fee if they purchase trip cancelation and interruption insurance.
Agreements & Quotes Be specific attention to detail is key When you get a quote from groups departments make sure you communicate word for word the details with your clients. Always make your clients aware of deposit requirements, cancellation policies and final payment dates. Inform your clients of additional costs such as entry and departure taxes, resort fees, gratuities etc. Inform your clients of recommended currency needed for the country they will be visiting. Final payment due dates to the supplier should be scheduled at least 3-5 business days prior with your group. You need time to process all of the payments, room lists and additional information. ALL quotes should always have a disclaimer until a confirmed written contract is signed and deposits are paid. This quote is for informational purposes only. No space is being held at this time. Price and availability are only confirmed once deposit is received and applied on the booking. All current flight and resort information is accurate at the time of quote however is subject to change based on the suppliers discretion. Travel insurance protection is recommended at the time of deposit to protect your investment.
Office Protocol Now that your group has confirmed you will need to open a file. Hard copy and both Client Base is recommended. You will use the recommended templates to assist in keeping your group organized. If the agency has to process any payments to forward onto the supplier there is a 5% charge on each payment. This should be communicated to the clients at the onset of the booking. Confirm how payments on account are to be issued at the time of quoting. Ask supplier their preferred method of applying payments. You will be required to use a Third Party Credit card authorization form on ANY bookings where the credit card used does not match the person on the reservation. You will have all clients contact information received prior to booking and will advise them of the terms and conditions of their booking. Such as Non-Refundable Deposits and agency cancellation fees. You will confirm that ALL PAX have a valid passport and it is valid for a period of up to 6 months after their return date.
Gaining the trust and commitment from your clients Be committed Be accessible Do what you say you are going to do Keep in touch Send updates Be engaged with them they are excited Offer solutions Think outside of the box
You Are The Expert By providing your clients with the best possible information you will not only build a solid relationship but will increase your referral base. Be accessible Be consistent Be honest Find solutions Provide results Maintain your professionalism and integrity throughout the whole process.
Booked Now What? Your group is booked. They have signed the contract and you have also signed your contract with the supplier. If your clients paid with a deposit only you will need to inform each client when payment is due. It is your responsibility as the agent to make sure the final payment is submitted on time. Keep a list of all PAX including personal information needed for the booking: Name as on passport, birthdates, sex, mailing address, telephone and email address. You will need all of this information on file for the final room list. Issuance of all e-tickets and vouchers. You should make sure each passenger receives their own documents personally. Never leave this up to the group organizer. Any documents will not be released from the tour operator until full payment on the contract is received or- aprox 21 prior to departure.
After Booking Service The importance of getting all of the contact information from the complete travel party is to simply build your client data base and relationships. These clients may be traveling as a group this time however will be requiring assistance from a travel agent in the future. By remaining in contact with them you will be the agent of choice for them for their future travel needs. I always sent out the clients e-tickets with parking vouchers and a thank you card after the booking. Even do this as a group booking they are still your clients. Pick up luggage tags at the Dollar Store to add in the envelope. Simple things like this will add value to their relationship with you. Always send a hand written thank you card to ALL guests after they book with you. This speaks volumes about your level of service.
Partnering with Another Agent If selling groups seems overwhelming to you but you have the leads and potential business, partner up! Find an agent within the team that can work with you. Do a 50/50% commission split on the your contracted rate. Clients appreciate it when they have a team working on their file. The same would apply to Destination Weddings.
Insurance It is your responsibility to offer insurance protection to ALL of your clients. It is recommended that you offer this price in the initial quote with your clients. Destination Weddings clients have the option to have a Special Event Rider added to their policy to allow them an additional $600.00 in money in the event they are delayed in missing the event. This is outlined more in the policy for reference. Licensed agents can quote using World Protect and all other agents should be using the web link found on our company website under Insurance. Client that do NOT purchase insurance at the time of deposit must be emailed a Liability Release form. No exceptions.
Increased Income Groups can be a great way to increase your earning potential. Always work with your clients to upsell them products such as room upgrades, flight upgrades, insurance and excursions if they are available. Your time is valuable spend it wisely.
Thank You Thank you for attending this Webinar on Groups and Destination Weddings. If you need any help with larger groups please contact your Regional Team Leader for assistance. Happy Booking!