1. Confidential and Proprietary 1 WEDDING SALES AND PLANNING TRAINING 1.1.2014

2. 2 Confidential and Proprietary WEDDING SALES AND PLANNING

3. Confidential and Proprietary 3 Wedding Sales Process

4. Confidential and Proprietary 4 A.By phone (with or without an initial email) B.At an internal wedding fair C.At an external wedding fair D.Via an impromptu visit to the hotel Wedding Enquiries

5. Confidential and Proprietary 5 1.Take the enquiry 2.Send a proposal 3.Invite the wedding couple and other decision makers for a hotel tour 4.Sit together to discuss the couple’s needs, present the benefits of Hyatt and address any objections 5.Confirm the wedding and have the Letter of Agreement signed A. By Phone

6. Confidential and Proprietary 6 1.Take the enquiry 2.Show the facilities, discuss the couple’s needs and present benefits of Hyatt 3.Send a proposal 4.Phone to follow up and address any objections 5.Confirm the wedding and have the Letter of Agreement signed B. At an Internal Wedding Fair

7. Confidential and Proprietary 7 1.Take the enquiry 2.Discuss the couples needs and the benefits of using Hyatt 3.Send a proposal 4.Invite the wedding couple and other decision makers for a hotel tour 5.Sit together to discuss the couple’s needs, present the benefits of Hyatt and address any objections 6.Confirm the wedding and have the Letter of Agreement signed C. At an External Wedding Fair

8. Confidential and Proprietary 8 1.Sit together as you take the inquiry 2.Invite the wedding couple and other decision makers for a hotel tour 3.Sit together to discuss the couple’s needs and present the benefits of Hyatt, possibly over a coffee 4.Send a proposal 5.Phone to discuss further needs and uncover any objections 6.Confirm the wedding and have the Letter of Agreement signed D. Via an Impromptu Visit to the Hotel

9. Confidential and Proprietary 9 Softer in tone and congratulations offered Reference to attached Wedding Package Booking status highlighted Menu tasting Wedding Proposal

10. Confidential and Proprietary 10 Knowledge of our strengths and weaknesses as compared with our competitors Knowledge of our unique selling points for the wedding market An understanding of the way we communicate with a wedding client An understanding of the client’s needs and wants Taking the Wedding Enquiry

11. Confidential and Proprietary 11 Business card Wedding package brochure with sample menus iPad or laptop with PPT photographs Event gallery with table top mock ups, display of gifts and framed photographs Wedding app Website Wedding planning checklists Proposal Selling Tools

12. Confidential and Proprietary 12 Knowledge of our strengths and weaknesses as compared with our competitors Knowledge of our unique selling points for the wedding market An understanding of the way we communicate with a wedding client An understanding of the client’s needs and wants An ability to use our wedding sales tools Taking the Wedding Enquiry

13. Confidential and Proprietary 13 1.Sit together as you take the inquiry 2.Invite the wedding couple and other decision makers for a hotel tour 3.Sit together to discuss the couple’s needs and present the benefits of Hyatt, possibly over a coffee 4.Send a proposal 5.Phone to discuss further needs and uncover any objections 6.Confirm the wedding and have the Letter of Agreement signed D. Via an Impromptu Visit to the Hotel

14. Confidential and Proprietary 14 1.Sit together as you take the inquiry 2.Invite the wedding couple and other decision makers for a hotel tour 3.Sit together to discuss the couple’s needs and present the benefits of Hyatt, possibly over a coffee 4.Send a proposal 5.Phone to discuss further needs and uncover any objections 6.Confirm the wedding and have the Letter of Agreement signed D. Via an Impromptu Visit to the Hotel

15. Confidential and Proprietary 15 Upgrade bridal accommodation to a suite Include house wine for the pre-wedding-banquet Add additional soup or sorbet course Adding additional décor enhancements using props that the hotel already owns Value Added Items

16. Confidential and Proprietary 16 Proposal – Outlines our offer and relevant costs Letter of agreement – Confirms our offer and costs and includes terms and conditions Proposal Versus Letter of Agreement

17. Confidential and Proprietary 17 Confirmation of agreed pricing and final guaranteed numbers Confirmed event enhancements Accommodation (if relevant) Gold Passport (if relevant) Confirmation and payment arrangements – Signed contract due date – Deposit schedule – Bank details – Cancellation policy Global Privacy statement Reference to attached terms and conditions Letter of Agreement