To achieve this the Reservations and Internet sales executive uses a computer

To achieve this the reservations and internet sales

This preview shows page 5 - 7 out of 12 pages.

For every sales executed a reservation must be made to ensure no double booking is done. To achieve this the Reservations and Internet sales executive uses a computer system called Opera. This system is custom made for reservations management and provides feedback for a 27 days period. It uses color coding to make reference easier. The reservation & booking process is as follows: Fill an inquiry form The reservation is thus made based on the inquiry information and stored in the system (Opera) The reservations person has 24 hours to send quotations to the client and to the finance team The client is given a two weeks allowance to pay for the venue A functional checklist is filled to detail the requirements of the event and sent to the Customer service Executive. After the event, a customer feedback form is provided to the client to provide feedback on the service and comments for future improvement purposes. The Sales and Marketing department operate in different teams to achieve their objectives. The teams include: Sales Customer Service Front Office Public Relations Marketing Research & Development KICC belongs to the M.I.C.E industry (Meetings, Incentives, Conferences and Exhibitions/Events). This industry has other players who are equally aggressive in ensuring they get a fair portion of the conference tourism market. To remain in the market, KICC uses a variety of selling techniques. These are : The Internet
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Direct sales Prospects Exhibitions The corporation is ranked 4th in Africa and 16th in the world in terms of service delivery and facilities. The M.I.C.E Stakeholders forum on the 16th of June is important for the corporation to form a bidding committee to be able to secure bigger conferences. The main challenge for conference sales require advanced planning i.e. 3 months in advance. This is the one way to be sure of closing the sale. Sales recovery strategies include discounts or augmentation and direct sales. Certain seasons attract low sales like January due to planning activities most organizations do during this month. There are new products being lined up for clients and tenants alike in the near future. These include wireless Internet, LCD display screens for advertising by span image and a video conferencing by Safaricom. Because of the international image uplifting being done by KICC, certain activities cannot be tolerated by the corporation. Such include Harambee, funeral arrangement and weddings. Should a client not be sure of their requirements, they are allowed to cancel the reservation three months in advance to allow for fresh market search. Any time later than three months attracts a penalty of a percentage deduction or alternatively they can postpone the meeting. The customer service executive is charged with the following responsibilities, co-ordinate with sales person in winning the customer Take care of in-house customers Receives the functional checklist Knowing the customer's needs before hand through inquiry provide the client with a feedback form Payment of facilities is done through bankers cheque which has to clear 17 days in advance i.e. a 14
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