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Account Team Resources

OMS Report Reference Guide.xlsx

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Misc Templates

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Sendsafely

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CANCELLED EVENT PROCEDURE​

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  1.  Notify:

    1. Use the distribution list on outlook for Call Center and Dept Team Blocks. Copy Accounting, Hotel Relations, Kelley Roberts, Ainsley Harris and Beth Matran.  

    2. Include the details that will go to the guest (ie. If TTS will be cancelling, what action is required on the guest part. Any questions that guests may ask should be able to be answered/referenced from this email communication.)

  2. Change status of event to “inactive” in EventPipe AND put a note in the notes section that event was cancelled.
     

  3. You will notify the hotels – pull the sales AND reservation contact from OMS and BCC all hotel contacts to ensure the communication is received. (templates are included below)
     

  4. Pull rooming list so that you have guest email addresses (to use for sending a Constant Contact communication – be sure to REMOVE CANCELLED RESERVATIONS and duplicates before sending).
     

  5.  Inform Event Pipe of cancellation or manually cancel reservations: 
    — If there are more than 10 reservations made - Create a support ticket to send to EventPipe. The summary should be ‘Cancelled Event (EVENT NAME)’. Be sure to include in the description if there are fees that will need waived. 
    — If 1-9 reservations, please cancel reservations manually.  A support ticket is NOT necessary.  If cancel fees need to be refunded, please let Kirsten know.  
    — If 0 reservations, just mark “inactive.” 
     

  6.  Send your Constant Contact communication to the guests.
     

  7.  Check TTS LIVE to see if any reservations were made.  Send directly to Hotel Planner to cancel and copy Kelley. 
     

  8.  Update Wix site; remove booking link, put new date if rescheduled, etc.

 

Templates are below – please use these as a guide, you’re welcome to change up the wording however you feel is best for your event.​
 

CANCELLED EVENT EMAIL TO HOTEL

 

CANCELLED EVENT EMAIL TO GUEST
 

WEATHER CANCEL TO HOTELS - DAY OF ARRIVAL

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WEATHER CANCEL TO GUEST - DAY OF ARRIVAL

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REGISTRATION DISTANCE FORMULA

  • Use this formula system to calculate the distance from one location to another. Account teams use this when tracking a program's distance from an event venue when inputting registration. 

  • CLICK HERE FOR STEP-BY-STEP TUTORIAL

 

NEGOTIATING VERBIAGE 

  • Tips and tricks to use when negotiating terms with hotels.

  • CLICK HERE TO VIEW SOME NEGOTIATING VERBIAGE!

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HOUSING TRANSITIONS ​​

  • If you are transitioning housing from an old 3rd party company to TTS, these resources may help you! You will find samples of housing transition letters, addendums, game plan samples and more!

  • CLICK HERE TO SEE SAMPLES!

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HOTEL CONTRACT - CLAUSE CHECKLIST

  • In rare cases, you may need to use the hotel's contracts instead of the TTS version. Here are some clauses you should look out for when using a hotel contract.

  • CLICK HERE!

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CLOSED HOTEL 

  • In EventPipe, open the hotel profile and deactivate the hotel

  • Change the location name and add - PERMANENTLY CLOSED to the end

  • Message in this chat to let the team know which hotel/city so that if they've contracted it, they can take the necessary action to ensure it's not live for bookings. 

  • If it is added to an active event, be sure you DISABLE and put notes that it's closed. If there are reservations, you will need to relocate those - be sure they're eventually cancelled out from that closed property so that it shows no reservations.

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IF YOU HAVE A 'RESOURCE' OR 'TIPS & TRICKS' THAT YOU WOULD LIKE ADDED, PLEASE REACH OUT TO KELLEY ROBERTS WITH YOUR IDEAS. 

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