CITY OF VIRGINIA BEACH
Best Practices Site Visits Sally Noona/August 2012 August 1, 2012
This overview is intended for the Sales Managers and their Assistants within the Convention Sales, Sports Marketing & Services Unit of the VBCVB and offers Best Practices in developing and executing a site visit to win group room night business within the sales process.
Best Practices Site Visits Sally Noona/August 2012
1. Purpose _______________________________________________________________________ The Site Visit offers the SM the opportunity to present the City of Virginia Beach up close and personal while highlighting all of the reasons why the City is the best destination for a particular meeting or event. This activity offers the sales manager the chance to introduce partners, team members and the intangible lure of this destination while showcasing the City’s competitive advantage.
2. Scope _______________________________________________________________________ The following Best Practices are intended for the Sales Managers and Sales Assistants of the Convention Sales, Sports Marketing Unit. Site Visit preparation and execution are a team effort in coordination of logistics, sales tools, and sales expertise.
3. Prerequisites _______________________________________________________________________ All Managers should have access to/knowledge of the following: A computer and a telephone Access to USI/EBMS and have knowledge in use of this CRM Knowledge and use of Excel, Word
4. Responsibilities _______________________________________________________________________ Once again, developing and executing a site visit is a key role and responsibility of each Sales Manager with the help of their assistants in hopes of securing future overnight group business in Virginia Beach. The Site Visit brings the Buyer to our partners’ front door and offers them a much more powerful opportunity in closing a piece of business.
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Best Practices Site Visits Sally Noona/August 2012
5. Best Practice _______________________________________________________________________
Maximizing Site Visits 5.1 A detailed and coordinated destination visit by the Meeting Planner and potentially other key stakeholders is a key role and responsibility of the Sales Manager that involves the coordination of partners, venues, local stakeholders and overnight needs for the Buyer. Usually, but not in all cases, a site visit is requested after a lead has been distributed and the client has shared which properties wish to be sited… Whenever pulling together the logistics of a site, the sales manager must try and make as seamless and fluid as possible for both your partners as well as the client. To assist in this process below are some best practices for developing and managing a site visit: 5.2
Best Practices for Managing Sites: Use Site Visit Template in Sales Tool Kit – you want to make sure that your agenda is easy to read, print and downloadable; therefore, it is strongly recommended that the Template word document placed on the X drive in the Sales Tool Kit is used that will be used as it incorporates the following: 1. Create a Word Document and save as a pdf that incorporates our logo and the Organization’s logo (make sure logo is not too low in resolution) 2. Include an overview of group & their needs to include but not be limited to: o Demographics of the group o Purpose of Meeting o Typical Meeting Behavior o Hot Buttons o Goal of Site Visit 3. Include most recent history (2-3 years) 4. The Guests’ Names, titles and contact information 5. The VBCVB/host contacts and names/numbers 6. A complete site agenda should strive for fluidity & Experience (what will make it memorable) o Try to make visits from properties to venues flow (not chopped up) o Encourage partners to Welcome group on Marquis o Encourage partners to be well prepared (i.e, preview rooms and keys before arrival time; cue GM/DOS to greet clients) 7. Encourage partners to be creative but keep control of time 8. Copy all participants on completed agenda and send with cover letter/email 9. Always use appropriate Diary Entries and notes to show action steps and follow-up are being performed: 2|Page
Best Practices Site Visits Sally Noona/August 2012 o o o
5.3
Site Visit Planning Request Site Visit Pending Site Visit Complete (only enter into Activity one time even if site lasts several days)
Performance Indicators/Benchmarks in granting Site Assistance to Client When working hard to bring a site visit to the City, if a client hits several performance benchmarks, than assistance may be available to assist. It is always advisable to have a conversation with your DOS/SMC to review and discuss. Usual performance indicators that allow for site assistance include the following:
Off-Season Business (NOV-MAR) or fills an immediate need period Offers great room nights (over 1500 trns) & F&B Component (over 100K) Uses VBCC and/or is a Citywide (uses 3+ hotels) Is a niche market that Virginia Beach is trying to break into (i.e., multi-cultural) Is a multi-year opportunity Is politically connected
6. References _______________________________________________________________________
USI Training Manual – Modification Project 2012 Diary Entry Types, Users, Definitions – Under Diary Entry Types X Drive: Convention Sales/Sales Tool Kit/Sample Site File showing examples of Site agendas
7. Definitions _______________________________________________________________________ Site Visit: A detailed destination visit by the Meeting Planner and potentially other key stakeholders is formulated and coordinated by the SM to highlight the City and how it can address needs and show a competitive advantage in hosting the meeting.
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Best Practices Site Visits Sally Noona/August 2012 Site Visit Pending: Activity type by SM uses in preparation for the site Site Visit Complete: Activity type used at completion of the visit: details/outcomes of actual visit & entertainment of clients can be documented for procard Planning Visit Activity type used when business has already booked and client is coming in to plan for their up & coming event (usually used by Services Team) 
Additional Definitions of Diary Entries are outlined for the following in the USI Training Manual – Modification Project 2012
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