Busy Booking Day Reminders!

1
BREATHE
The more relaxed you are the smoother the call will go
2
GREETING
Skip the chit-chat, get owner info during greeting

“Good morning, this is ___ with Owner Relations. Can I please have you owner number or last name?”
3
CHECK CONTRACT
Always double-check the season/year/unit size they own via the contract
4
CLARIFY PRIORITIES
Confirm what they want to book by phrasing it as a preference:

“Is it your preference to book the full 2bed today?”

“Do you have a preference between Saturday or Sunday check-in?”
5
PREFS/AMENITIES
Always ask for res preferences and amenities and if they plan on bringing a dog

“Do you need any special accommodations: dog-friendly, ADA, traveling with small children?”
6
PLACE ON HOLD
Give yourself a little breathing room and solely focus on booking what you can

*Go off of preferences but always try to book something vs nothing
7
NEVER GUARANTEE
Never guarantee a reservation until you have an available unit assigned/confirmed in TSW with a reservation #
8
TO-DO LIST
If the room/preference request IS already accommodated – lock it and add the appropriate note while on the call

If the room/preference requested is not immediately accommodated at the time of booking, write down res # and request – come back to it once the call volume is down
9
POLICIES
Always quote policies – check-in/out, unit size, etc.
10
CONFIRMATION EMAIL
Confirm email address and send email confirmation

Common Objections

"BGV Has Oversold"

legally we cannot oversell
- each contract is verified and submitted through the town
matter of supply and demand
- demand for popular weeks outweighs the individual supply

"I’m Guaranteed This Week"

owners are guaranteed a week within their season, but not a specific week
- nature of the “floating ownership”
- as long as they continue to go on GC on the subsequent Tues/Wed they will be able to book within their season
reminder on weeks included in each season
- GL7
  - winter: 1-6. 14-15, 47-50
  - winter plus: 1-15, 47-50; exclusive access to 7-13
  - summer: 21-39
- GC8
  - winter value: 13-15, 47-50
  - winter: 1-6, 13-15, 47-50
  - winter prime: 7-12
  - summer value: 21-25, 33-39
  - summer prime: 26-32

"Weeks Are Gone So Fast"

self-service capabilities
- owners can book themselves and not wait on hold for 20+ min
- inventory will be booked in a matter of milliseconds, with so many owners trying at once
matter of supply and demand
- demand for popular weeks outweighs the individual supply

"Your System is Broken, I Got an Error"

self-service capabilities
- the online system is working exactly as it is designed
  - ensure only one person is logged in on the account at a time
- inventory will be booked in a matter of milliseconds, with so many owners trying at once
matter of supply and demand
- demand for popular weeks outweighs the individual supply

DO BOOK HOA/MORTGAGE DELINQUENT OWNERS

transfer to BGVARM after booking to take care of payments