27Finalizing a Quote, Managing Turnover, and Confirming Event Details
Finalizing a Quote, Managing Turnover, and Confirming Event Details
This chapter describes the procedures that users, such as event managers, sales managers and sales representatives would use to finalize a quote, complete the turnover to event management, and confirm post-quote details with the customer. It includes the following topics:
Scenario for Finalizing a Quote, Managing Turnover, and Confirming Event Details
This topic gives one example of how the functionality for finalizing a quote, managing turnover, and confirming event details might be used. You might use the functionality for finalizing a quote, managing turnover, and confirming event details differently, depending on your business model.
A customer reviews multiple property quotes with a sales representative, and decides that one quote is acceptable. The sales representative generates an agreement for the quote and sends the agreement to the customer for final approval.
The customer signs the agreement and returns it to the sales representative, who changes the status of the quote to Definite. All other quotes associated with the opportunity are automatically marked as turndown when the status of a selected quote is set to Definite.
The sales representative completes the Turnover checklist, changes the status of the quote to Submitted, and submits the Turnover checklist to the events director. As a result, the Turnover checklist is automatically sent to the events director, and the turned-over quote appears on the director’s home page.
The events director accepts the turnover and then chooses the events team, designating one team member as the event manager. The event manager discusses and confirms details with the customer, and begins some event preparations before starting the ordering process.
Roadmap for Finalizing a Quote and Managing Turnover
The following list shows tasks and processes typically performed by the sales representative and event director when finalizing the quote and managing turnover tasks for a hospitality event. These tasks and processes are performed after a final quote is selected.
To finalize a quote and complete the turnover, perform the following tasks and processes:
Generating an Agreement from the Quote
After a customer agrees on a quote, the sales representative generates a formal agreement that must be signed and returned by the customer. If the customer makes changes to the agreement, the sales representative must generate a new agreement that incorporates the changes and return it to the customer for signature.
This task is a step in Roadmap for Finalizing a Quote and Managing Turnover.
To generate an agreement from a quote
Navigate to the Quotes screen, then the List view.
In the Quotes list, query for the quote.
In the Quote record, click the link in the Name field.
Click the Agreements view tab.
In the Agreements list, click AutoContract.
The following table describes the fields in the record.
Field Comments Agreement #
The identification number for the agreement, which is automatically generated.
Name
The name of the agreement. The name is automatically populated with a system-generated value, and can be changed.
Type
The type of agreement. The default value is Contract.
Status
The status of the agreement. The default value is In Progress.
Account
The account associated with the opportunity and quote.
Last Name
The last name of the primary contact.
First Name
The first name of the primary contact, which is automatically populated from the person selected in the Last Name field.
Valid
This field indicates whether the agreement is valid and is automatically populated when all the required information about the agreement has been entered.
In the Agreements list, click the link in the contract Name field to navigate to the Agreements Documents view.
From the Agreement form, click the Documents view tab.
In the Documents list, click AutoDocument.
Click Generate Draft to generate a draft of the document.
Setting an Event Quote Status to Definite
When the signed agreement is received from the customer, the sales representative sets the quote status to Definite.
Before setting the quote status to Definite, the user must verify that the quote does not have unreserved function spaces or room blocks. The user must make sure that functions or room blocks that do not have a status of Cancel or Lost/Turndown have an inventory status of Reserved, Optioned, or Overbook.
Setting the status of a quote to Definite affects the statuses of other quotes of the same opportunity in one of the following ways:
If the TNT SHM Disable Accept Quote field of a Quote business component is set to N (the default), the statuses of other quotes associated with the opportunity are automatically updated to Lost/Turndown, and the following inventory is released:
Function space
Sleeping room
Suite
Asset
If the TNT SHM Disable Accept Quote field of a Quote business component is set to Y, the statuses of other quotes associated with the opportunity remain the same as before. Siebel Hospitality will allow a user to change the statuses of other quotes generated from the same opportunity to Definite as well.
For more information about completing the TNT SHM Disable Accept Quote field, see Configuring Multiple Quotes to Go Definite.
If an event manager changes a nonparticipating property to Lost/Turndown after a quote has been made Definite, the inventory associated with the nonparticipating property is not released. A sales representative must manually release this inventory by changing the status of each line item to Unreserved.
Setting the status of a quote to Definite affects the opportunity revenue in one of the following ways:
If the TNT SHM Update Opty Rev - Disable user property is set to N (the default), the revenue of the associated opportunity is updated to the revenue of the quote that went Definite.
If the Update TNT SHM Opty Rev - Disable user property is set to Y, the revenue of the associated opportunity is not updated.
For more information about setting the TNT SHM Update Opty Rev - Disable user property, see Disabling Opportunity Revenue Updates.
This task is a step in Roadmap for Finalizing a Quote and Managing Turnover.
To set the event quote status to Definite
Navigate to the Quotes screen.
In the Quote form, query for the quote.
In the Quote form, change the value in the Status field to Definite and save the record.
When a quote status is set to Definite, Siebel Hospitality generates a backup of the quote. The backup quote status is set to Backup. When a user queries for a quote, two quotes appear, one with a status of Definite, and another with the status of Backup. The backup quote is a read-only snapshot of the definite quote, and cannot be modified.
Completing and Submitting the Turnover Checklist
The sales representative initiates the turnover process after the quote status is set to Definite.
This process begins with the Turnover Checklist, a predefined assessment template with related questions (attributes) that is set up by the administrator to make sure that conditions are met before the event is turned over to the event execution team. For more information on setting up assessment templates with attributes, see Siebel Applications Administration Guide. The sales representative completes the Turnover Checklist and submits it for approval.
The Turnover Checklist can be submitted for approval any number of times. Each time the Turnover Checklist is revised and resubmitted, the iteration is tracked in the turnover record.
This task is a step in Roadmap for Finalizing a Quote and Managing Turnover.
To complete the Turnover Checklist
Navigate to the Quotes screen, then the List view.
In the Quotes list, query for the quote.
In the Quote record, click the link in the Quote Name field.
From the Quote form, click the Turnover view tab.
In the Turnover list, add a record, and then click the single select button in the template field to choose a predefined template.
Complete the remaining fields, and save the record.
The following table describes some of the fields.
Field Comments Active
Indicates the active turnover record for the quote. When a new record is created, the Active flag is set. However, if the user creates a second turnover record, the user must manually set it to active.
Template
The predefined turnover assessment template.
Iteration Name
A unique identifier for the iteration which is automatically populated.
Description
Automatically populated from the description associated with the assessment template selected in the Template field.
Status
The turnover status. For example, submitted, accepted, and rejected.
Turnover Date
The date the quote is turned over to event management. This value is a read-only, system-generated date and time.
Turnover To
An employee at the property. The selected employee is automatically added to the team.
Assessment Score
The actual score gained in the overall assessment of the event to see whether or not the event was successful. This score is calculated from the values specified in the turnover questions.
Assessment %
The percentage score gained in the overall assessment of the event to see whether or not the event was successful. This score is calculated from the values specified in the turnover questions.
When the record is saved, the checklist questions appear in the Turnover Questions subview.
Scroll to the Turnover Questions view, complete each question by updating the Values field, and save the records.
Note: A score is automatically calculated from the values selected for the questions.
To submit the Turnover to Events Management
In the Turnover list, select the Turnover record.
In the record, change the values in the following fields:
In the Turnover To field, select the person who is reviewing the Turnover Checklist.
If no value is entered in this field, the submitted turnover record appears in the list on the Turnover Evaluation screen.
In the Status field, change the value to Submitted.
Reviewing the Turnover Checklist
When the Turnover Checklist is submitted to the event manager, the turnover record becomes read-only, and the Turnover Date field is populated with the current date. The active turnover record appears on the home page of the designated event manager or team member, and it also appears in the Turnover Evaluations screen list.
After reviewing the turnover, the event manager can either reassign the Turnover Checklist or accept or reject it. The event manager reassigns the Turnover Checklist by updating the Turnover To field.
There are three levels of visibility for turnover evaluations as follows:
My Turnover Evaluations. This list shows all evaluations turned over to a specific person on a team.
My Cluster Turnover Evaluations. This list shows all turnover evaluations for a cluster of properties.
All Turnover Evaluations. This list shows all turnover evaluations for a particular property.
This task is a step in Roadmap for Finalizing a Quote and Managing Turnover.
To review the Turnover Checklist
Navigate to the Turnover Evaluations screen, then the Turnover List view.
In the Turnover List, query for the Turnover Checklist.
Review the checklist, update the status to In Process, and then change the status to either Approved or Rejected.
If the turnover is rejected, complete the Reason Turnover Declined field to provide the reason for rejecting the turnover.
When the turnover is Approved or Rejected by the event manager, the Accepted By and Accepted Date fields are automatically populated.
If the turnover is accepted, the event manager owns the event. If the Quote Turnover is rejected, the turnover record is returned to the sales representative for revision and resubmission.
Reviewing Quotes on the Turnover Evaluations Calendar
The Turnover Evaluations Calendar displays the quotes that have been assigned to an event manager or to an event manager’s team. The quotes are displayed in the calendar according to their arrival dates. This is useful for an event manager who must accept turnover evaluations. If the arrival date of a quote is approaching, then the event manager can use the Turnover Evaluations list next to the calendar to accept or reject the evaluation.
To review quotes on the Turnover Evaluations Calendar
Navigate to the Turnover Evaluations screen, then the Calendar view.
Examine quotes with an upcoming arrival date.
In the turnover evaluations list beside the calendar, query for turnover evaluations associated with the relevant quotes.
Accept or reject the turnover evaluations as appropriate.
Process of Gathering and Confirming Event Details
After the turnover process, the event manager verifies event details with the customer and updates event information if necessary, using the Quote screen's views.
This topic is a step in Roadmap for Finalizing a Quote and Managing Turnover and includes the following topics:
Confirming Sleeping Room Details
The event manager, using the Room Block and Room Block Line Item view, confirms and updates occupancy information, the method of reservation, the billing method, and suites information.
From the Room Block Line Items view, the event manager can perform the following tasks:
Reserve Room Blocks
OverBook Room Blocks
Cancel Room Blocks
Copy Room Blocks
For more information, see Managing Property-Specific Event Quotes.
Confirming Function Space Details
Using the Quote screen, Functions view and Function Line Items view, the event manager performs the following tasks:
Assigns the function space category bookings to the specific space using the Function space diary.
Creates and confirms 24-hour hold functions. The event manager can create 24-hour hold functions to hold the rooms in the intervening periods between two functions booked by the same party.
Adds additional detail to the planned functions, and confirms the function space information such as agenda, timing, and setup style.
From the Functions Line Items view, the event manager can perform the following tasks:
Reserve
Next Fit
Option
Reprice
Reprice All
AutoBook
Double Book/Rerent
The event manager can shift the times of the functions, using the Timeshift button.
For more information, see Managing Property-Specific Event Quotes
Gathering and Confirming Function Details
The event manager begins finalizing equipment and asset requirements, contacts specialists and experts for complex events, and arranges for sample tastings of proposed banquet fare.
Equipment. If the event requires equipment such as audiovisual products, the event manager adds equipment and other complex products using the Quote Functions Line Items view. The Product Administration screen can be used to refine the equipment to the requirements of the customer.
Destination Management Information. The event manager adds destination management details in the Quote Notes view.
Menu. The event manager begins to design a complex menu using the Quote Function Line Item view (or the Function screen, Line Item view). The menu is added as a line item. For more information about designing a menu for an event, see Creating a Custom Menu or Package for a Function.
Decoration and Presentation. In the Function screen, Notes view, the manager enters details on items such as linen color and proposed settings.
Catering. Event managers add catering products such as cutlery, tables, chairs, and so on, which must be reserved. In the Quote Function Line Items view, the manager uses AutoBook to reserve the items and Double Book if necessary.
Taste Panel. For complex events, the event manager arranges for the customer to participate in a taste panel, and adds the proposed date information in the Quote Notes view. The manager creates activities for a proposed setup featuring menu items, which can be sampled by the customer, and assigns the activities to individuals on the banquet staff. These activities can be added in the Quotes screen, Activities view.
Gathering and Confirming Additional Requirements
The event manager also verifies the following additional requirements for the upcoming event are met:
Billing Information. Using the Quote screen, Billing view, the event manager compares Bill To Account and Bill to Contact information, verifies that Group master or House accounts are set up, and also confirms that the credit approval process is completed.
Parking and Transportation. In the Quote screen, Notes view, the event manager adds any special requests for parking and transportation and notes any obvious patterns in arrival and departure times. This information helps management estimate requirements for front desk staffing and also underscores potential parking and transportation issues. The Notes view can also be used to detail V.I.P. arrangements.
Special Requests. Using the Quote screen, Room Block Line Items view, the event manager records special requests for V.I.P. and staff sleeping rooms in the Room Notes field.
Managing Event Changes
During the process of confirmation of event details, the customer might decide to make significant changes to the quoted event, such as date changes and cancellations. After gathering the new requirements, the event manager might consult with the sales team to determine a course of action.
These actions might include:
Discussions with revenue managers, and resubmission of the Quote Evaluation. For more information on the evaluation process, see Managing Hospitality Revenue.
Creating a quote activity for the sales representative to determine if the event can be rebooked.