Concierge SOP – Tour Recommendations and Sales

Procedure Steps

🌟 Step 1: Engaging with Guests

1. Identify Guest Interests:

   • Start with friendly, open-ended questions:

     • “What kind of activities do you enjoy?”

     • “Are you looking for something adventurous, relaxing, or cultural?”

   • Listen carefully to their preferences and take note of any specific interests (e.g., wildlife, water sports, sightseeing).

2. Provide Personalized Recommendations:

   • Based on their interests, suggest tours that best match their preferences.

   • Highlight unique features, such as:

     • Wildlife tours for nature lovers.

     • Catamaran cruises for a relaxing experience.

     • Ziplining for adventure seekers.

🏞 Step 2: Highlighting Top Tours

1. Prepare to Present Tours:

   • Memorize essential details about the most popular tours, including:

     • Manuel Antonio National Park Tour

     • Sunset Catamaran Tour

     • Canopy Zipline

     • Full day Waterfall Tour

2. Provide Clear Details:

   • Explain tour costs, pick-up times, duration, what to bring, and inclusions.

   • Example Script: “The Sunset Catamaran Tour is a beautiful way to end your day. It includes snorkeling gear, lunch, open bar, and stunning views as the sun sets over the Pacific. Pick-up is at 1:45 PM. and if you pay in cash they even apply a special discount”

💬 Step 3: Handling Tour Inquiries

1. In-Person Inquiries:

   • Use a conversational tone and maintain eye contact.

   • Show enthusiasm for the tours to build excitement.

2. WhatsApp Inquiries:

   • Respond promptly using pre-saved Quick Replies for efficiency.

   • Examples of Quick Replies:

     • Tour page link.

     • Park entrance ticket link.

3. Be Honest About Availability:

   • If a tour is likely to sell out, inform the guest to encourage early booking.

📈 Step 4: Upselling Techniques

1. Offer Add-Ons:

   • Suggest complementary activities, like combining a park tour in the morning with a catamaran tour in the afternoon.

   • Example: “If you’re exploring the national park in the morning, the catamaran tour is a perfect way to unwind and enjoy the sunset.”

2. Highlight Exclusive Experiences:

   • Emphasize private tours or special packages for a more personalized experience.

🖥 Step 5: Tour Booking Process

1. Proceed to create the tour Booking (Refer to Tour Registration SOP for a detailed guide)

   • Use the Tour Booking System for seamless bookings.

   • Enter all necessary details (guest name, tour, pick-up time, payment method).

   • Confirm with the tour agency via WhatsApp using the reference text provided in the system.

2. Confirm Booking with Guests:

   • Only confirm with the guest after the tour is confirmed with the agency.

   • Example Script: “Your tour is all set for tomorrow at 1:45 PM. You’ll be picked up here at the parking lot.”