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Every event enquiry, answered.

Hotels, venues and event spaces get the same questions every day: is the date free, how many can you seat, what does it cost. The Front desk answers from your pages, the Qualifier takes the brief, and your events team sends the proposal.

A use case: no hospitality customers yet, so no numbers.

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ExampleWebsite chat and phone

A wedding venue

Hi, do you host weddings in the barn? We are thinking of next June.

We do. Do you have a date in mind, and roughly how many guests?

ExampleThe lead

Event
Wedding, the barn
Date
Saturday 13 June
Guests
About 120
Rooms
About 20, one night
Name
Ella Brooks

Sent to your CRM

What arrives. A date, a headcount and a kind of event.

  • The event

    A wedding, a party, a meeting or a group stay.

  • The date

    One date, or a few they could do.

  • Guests and rooms

    How many guests, and whether they need rooms.

  • A way to reach them

    A name and an email for the proposal.

How the agents handle it. On your own channels, in this order.

  1. 1

    Front desk

    Answers your website chat and phone line from your venue pages and brochures.

  2. 2

    Qualifier

    Asks the event, the date, the guests and the rooms, and takes a name and email.

  3. 3

    Handover

    Sends the brief to the CRM or system you connect, or transfers a caller to your events team.

  4. 4

    Night shift

    Answers evening enquiries and takes callback requests for when the events team is in.

An example wedding enquiry on website chat. The people and the venue are fictional.

One enquiry, start to finish.

Example hospitality conversation on website chat, with fictional details. Visitor: Hi, do you host weddings in the barn? We are thinking of next June. Ava: We do. Do you have a date in mind, and roughly how many guests? Visitor: Saturday 13 June, about 120 guests. Ava: Lovely. Would you need rooms for guests that night? Visitor: Yes, around 20. Ava: Thanks. The events team checks the date and sends you a proposal. Which name and email should they use? Visitor: Ella Brooks, ella@brooks.example Ava: Thank you, Ella. The events team will be in touch about 13 June. What Ava captured: Event, Wedding, the barn; Date, Saturday 13 June; Guests, About 120; Rooms, About 20, one night; Name, Ella Brooks; Email, ella@brooks.example. Summary, with conversation analysis on: Wedding in the barn on Saturday 13 June, about 120 guests, with around 20 rooms for one night. Wants a proposal by email. Then: Sent to your CRM.

The hospitality playbook. What to set up so your events team can send a proposal.

1

Questions to ask

The Qualifier asks these one at a time, in your words, and each answer lands in its own field on the lead. On website chat, set answers can show as buttons.

  1. 1

    What kind of event is it?

    Field Event

    • Wedding
    • Private party
    • Meeting or conference
    • Group stay
  2. 2

    Which date, or dates, are you looking at?

    Field Date

  3. 3

    Roughly how many guests?

    Field Guests

  4. 4

    Will you need rooms, and for how many nights?

    Field Rooms

  5. 5

    Do you have a budget in mind?

    Field Budget

  6. 6

    What name and email should the events team use?

    Field Name, Email

2

What to give the Front desk

It answers only from what you give it. What it must never promise stays with your team.

Give it

  • Pages

    Your spaces, rooms, menus and the events you host.

  • Documents

    Brochures, capacity for each space, and dietary and access information.

  • Prices or ranges

    Package prices, or the ranges per head you are happy to share.

  • Hours

    When the events team is in, so out of hours it offers a callback.

It must never promise

  • That a date is free
  • A hold or a booking
  • A price or a discount beyond your published packages

Tell it what to say instead: offer a callback, or a person.

3

How the handover looks

The lead goes to the CRM or system you connect once there is a phone number or an email, or only once every field you mark as required is in, if you prefer. Each new detail updates the same lead.

New leadExampleWebsite chat

Event
Wedding, the barn
Date
Saturday 13 June
Guests
About 120
Rooms
About 20, one night
Name
Ella Brooks
Email
ella@brooks.example

Summary, with conversation analysis on

Wedding in the barn on Saturday 13 June, about 120 guests, with around 20 rooms for one night. Wants a proposal by email.

Started on /weddings. The whole conversation stays in your console.

Other industries. Same agents, different questions.