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Passport to Your Sales Success
A Sales Training Travel Guide
Welcome!
INTRODUCTION
BridgeStreet Global Hospitality
Get your Passport to your Sales Success: Be a passenger and travel through our Sales Training
Travel Guide for a two week training course designed specifically for BridgeStreet sales
professionals. The overall objective of the course is to polish the skills utilized in the sales
processes as they relate to the BridgeStreet brand and to familiarize new sales professionals
with BridgStreet procedures. All aspects of the Sales Process will be addressed. From the
importance of connecting with your team members to using the tools provided by BridgeStreet
enabling you to create WINs out of opportunities!
OBJECTIVES
Understand the Impact of the BridgeStreetBrand
Like all recognizable brands, the power of BridgeStreet is its simple yet all encompassing message that
reflects the Unique spirit of hospitality BridgeStreet brings to corporatehousing.
Meet YourTeam
Spending time in your market and at the home office, getting to know your fellow Brand Ambassadors.
Understanding each department and how they can support you as a Sales Professional.
Know YourResources
Bridgestreet will offer you tools for your success. This guide will encompass the useful resources that
are available to you.
Know BridgStreets Expectations of You as a SalesProfessional
What does BridgeStreet Leadership expect of you.
Sales Manager Overview
Welcome to BridgeStreet. After a series of interviews, you have been offered a sales position with
our company. That, to us means that you are on the way to being a Superstar in our industry.
Although we respect that your Experience indicates that you are a proven achiever, we are
committed to offering you the training and the tools to make sure that your desire for success in
your new job becomes areality.
This Commitment to you is our reason for developing the attached Sales Training Travel Guide, a
structured process that will be led by your Director of Sales, General Manager and Sales
Coordinator. Each week there will be a planned series of sessions to introduce you to everything
that is an integral part of BridgeStreet. You will become acquainted with our corporate
philosophy, our people ad our processes. Along the way you will be mentored by people in the
company that are proven leaders. At the end of each week you will be given a survey with some
questions to confirmcomprehension.
The BridgeStreet Sales Manager is innovative and we encourage you to “Think outside the box,
be non-traditional in your sales approach, and ask questions freely. A BridgStreet Sales Manager
must translate the our vision, mission, and values into a meaningful context that our clients can
relate to and feel excited by. This transforms an ordinary work experience into a high-performing
one.
BridgeStreet Global Hospitality
BridgeStreet Global Hospitality
BridgeStreet Global Hospitality
P
ASSPORT
Please have each Department Manager “Stamp” your Passport once each section has been completed.
DepartmentChecklist Manager Stamp
IT Support
Laptop is Setup and Working with Email
Knows Username and Password to Login
Knows How to create an ITTicket
Outlook Email is Working
Email Signature is Correct
Desk Phone isWorking
Cell Phone is Working
Sales Member can AccessCitrix
Sales Member can Access the Q Drive
Orientation withHR
Sales Member can Access UltiPro
Sales Member can Access Passport to Your Success
Knows what Bconnectedis
Business Cards are Ordered
Market Leader- DOS or VP
Welcome Huddle Sales Member Announced
Meet and Greet with Market Coworkers
LunchWith
Shadow for 2+hrs.
All Sales Wednesday Call -Attended
Good Understanding of QSS Sale Process
Sales Member Spent one night in a Property within their Market
Sales Member Spent a Day with the Field Service Operations Team
Discussed New Client PowerPoint Presentation Deck Tips and Standards
Sales Member has 1 Day of “The Hunt”
Discussed Sales Engagement Index Expectations and Goals
Determined Sales Collateral to Order for the new Sales Member
Assigned new Accounts to New Sales Member
Sales Coordinator
Sales Member Received a Welcome Basket
Reviewed Sales Collateral
Reviewed Company PowerPoint Info Deck
Explained Org Charts
CoStar /Zoom Info; How to request a report
Sales Member understands Mobile Interlead
Sales Member can login to Landslide
Sales Member has Implicit Sync Installed
Learn How to Create MyList in Landslide
Learn How to Create an Opportunity in Landslide
Order Sales Collateral and Business Cards
Request any needed Office Supplies
Sales member has access to OSCAR
Sales Member is Set up as a NewVendor
Sales member knows where to find Property Profiles
Sales member has an emailsignature
Sales Member has a user name and login for Mobile Interlead
Sales Member has a Name TagOrdered
Weekly Sales Calls have been Forwarded
Sales Member Received Onboarding Survey
BridgeStreet Global Hospitality
P
ASSPORT
Please have each Department Manager “Stamp” your Passport once each section has been completed.
DepartmentChecklist Manager Stamp
Reservations -InsideSales
How to Use Oscar (seeChecklist)
How to use CRM (seeChecklist)
What is a FolderForm
What is EZSource
What is a ResCons
Marketing
Meet and Greet-Get to Know Marketing Managers
Discussed Marketing Portal Ticket Procedures
Guest Services
What are Pre-Arrival Call
What are WelcomeCalls
What is a Notice to Vacate / and Extensions
What are DepartureCalls
What is an Escalation
What is ADL- Apartment Detail Letter
What is a Guest ServiceSurvey
Legal
Explained the Sales Contract Process
Accounting
Sales Member is Set up as a NewVendor
Sales Member knows Corporate Client Gatekeeper
Knows What Data do you collect
Knows Where do you send this information
Once set up, what will you need to do with the reservation?
Knows what Corporate Guaranteeis
Knows How to set up DirectBilling
Knows What the Process is for a declined Credit Card
Knows When the Accounting Team typically charges the Credit
Card
Knows How Much we charge the guest when they Check in
VP of Revenue Generation and VP BrandAccount
Management
Provided Sales Member with SWOTProject
Q&Q New Client PowerPoint Presentation Deck Tips and Standards
Q&A Understanding the Sales Process QSS
Q&A Sales EngagementIndex
Had Lunch with Sales Member
Welcome To Your NewOffice
BridgeStreet Global Hospitality
P
ASSPORT TO YOUR SUCCESS
Overview
https://bridgestreet.sabacloud.com
Passport to Your Success (powered by SabaCloud) is a robust online
cloud based system that has wide ranging social media capability
specifically designed for the fast paced businesses of today and
tomorrow. Brand Ambassadors will focus on using its Performance
and Learning functions. This document is intended to familiarize
you with the learning function and capabilities.
What is the learning function? The Passport to your Success
learning function is an online database hosted on Saba Cloud
where we store our company policies and trainings. Managers can
assign learnings to their direct reports and anyone can go into the
catalog and choose what topic to learn more on and complete the
learning.
Why are we integrating it into our system? We all live in a fast paced
world. Bringing learnings to the computer will ensure all necessary
documents are at your fingertips, waiting to be viewed.
The best way to learn it is to use it!
BridgeStreet Global Hospitality
P
ASSPORT TO YOUR SUCCESS
New UserFacts
https://bridgestreet.sabacloud.com
BridgeStreet Global Hospitality
P
ASSPORT TO YOUR SUCCESS
New UserFacts
https://bridgestreet.sabacloud.com
BridgeStreet Global Hospitality
PASSPORT TO YOUR SUCCESS
User name and Login detailsare
sent to you from the HR
department
BridgeStreet Global Hospitality
P
ASSPORT TO YOUR SUCCESS IN FLIGHT CHECK IN
Quarterly Reviews and Goals -In Flight Checkins
You can request a full set of instructions from your SalesCoordinator
https://bridgestreet.sabacloud.com
BridgeStreet Global Hospitality
U
LTIPRO
EmployeeResources
https://ew11.ultipro.com
Company Info
ElectronicForms
EmployeeDirectory
Organization Chart
Job Openings
PTO Requests
Employee Benefits- Open Enrollment
Career & Education
Pay Stubs and W2s
BridgeStreet Global Hospitality
B
CONNECTED
Bconnected is BridgStreets internal Website. Bconnected posts are made by each
department in order to keep BridgeStreet employees up to date with trending ideas and
activity. We encourage all Sales members to actively view this website. If you have an
event or exciting piece of news you would like to share with the company, please send a
description along with photos to your market leader to approve. All approved posts can
be
sent to the Sales Coordinator to be posted.
Bconnected is where you can access Passport to your Success, IT Help Desk,
Marketing Help Desk , HR Help Desk., EMOD, Sales Best Practices & the
BridgeStreet
EventCalendar.
http://bconnected.bridgestreet.com
BridgeStreet Global Hospitality
SALES TOOL KIT
BridgeStreet Global Hospitality
BridgeStreet Global Hospitality
B
RIDGESTREET PROGRAMS -URL LINKS TO BOOKMARK
It is recommended that you BOOKMARK these links in your Web Browser(s) ( Explorer, Chrome ect.) for better accessibility.
PROGRAM
URL
PURPOSE
BConnected
http://bconnected.bridgestreet.com/
Internal Company
Website
Citrix
www.citrix.bridgestreet.com
Portal
to Oscar andCRM
Landslide
https://bridgestreet.landslide.com/lsweb/logon.jsf
Outside Sales
CRM
Saba
Cloud
https://bridgestreet.sabacloud.com/Saba/Web_wdk/P
RODTNT006/index/prelogin.rdf
Passport
to Your Success
Internal Social Media and Quarterly
Review
Software.
UltiPro
https://ew11.ultipro.com/Login.aspx
Benefits and Company Policies
W2s,
PTO requests, Holidaysect.
IT
Support
Ticket
https://support.bridgestreet.com/portal
Support
for software and hardware
operations.
BridgeStreet
Booking Hub
https://myaccount.bridgestreet.com/
The
Link to all of the BridgeStreet
Booking Hubs (Client Booking Tool)
Corporate
Perks
http://bridgestreet.corporateperks.com
Discounts on
purchases
Mobile
Interlead
http://m.bridgestreet.com/interlead/
Reservation Request
Tool
U
SER NAMES & PASSWORDS
It is recommended that you use this page as a tool to record your User Names and Passwords in a
safe area where they will not be forgotten during training. You can later convert this copy into an
Excel Document and keep updated in your computer for easy access.
PROGRAM
USER
NAME
PASSWORD
Laptop
Login
Landslide
UltiPro
Passport
To Your Success
Mobile
Interlead
Corporate
Perks
BridgeStreet Global Hospitality
O
NLINE NEWSLETTERSSUGGESTIONS
Name Link
AIRINC WorkforceMobility
AIRINC
The BusinessJournals
http://www.bizjournals.com/
Biz Women
Bizwomen.com
The Book of Lists
http://www.bizjournals.com/bizbooks/
Global MobilitySolutions
http://gmsmobility.com/
Ultramar TravelManagement
http://www.ultramartravel.com/blog/
TravelWeekly
http://www.travelweekly.com/Newsletters
Sales Training Central
http://www.salestrainingcentral.com/newsletter.html
BusinessInsider
http://www.businessinsider.com
SAMA Strategic Account Management
Association
http://www.strategicaccounts.org/
Selling Power
http://www.sellingpower.com/
Oakwood Temporary Housing
http://www.oakwood.com/cms/newsletter-signup.html
Relocate Magazine
http://www.relocatemagazine.com/newsletters
SHRM- Society For Human Resource
Management
https://www.shrm.org/Pages/Custom404.aspx?requestUrl
=https://www.shrm.org/hrdisciplines/global/pages/globalr
elocation.aspx
ERC- MobilityMagazine
http://www.worldwideerc.org/MOBILITY/Pages/index.aspx
RDC- Relocation DirectorsCouncil
http://relocationdirectorscouncil.org/?page=A14
Startup Digest Networking
https://www.startupdigest.com/about
Find NetworkingEvents
http://www.findnetworkingevents.com/
Hospitalitynet
http://www.hospitalitynet.org/index.html
The Insider from SocialTables
http://go.socialtables.com/insider-signup
Tnooz Travel Technology
https://www.tnooz.com/
Skift TravelInnovation
https://skift.com/newsletters/
Velvet Chainsaw Meetings&
Conferences
http://velvetchainsaw.com/
Biz Bash- Event Planning news, ideas &
resources
http://info.bizbash.com/bbdailysubscribe.html
Vertical Response email marketingtips
http://www.verticalresponse.com/blog/
Propel Businessworks
http://propelbusinessworks.com/blog/
SUGGESTED APPS TO DOWNLOAD ON YOUR SMART PHONE
Apps are a great resource for Sales Professionals to keep up with new trends and business news. Office Apps can
assist with the day to day administrative needs.
Dropbox is a free service that lets you bring your photos, docs, and videos anywhere
and share them easily. Never email yourself a file again!
Everything you store in your Evernote account is automatically synced across all of
your devices, making it easy to capture, browse, search and edit your notes
everywhere you have Evernote, including smartphones, tablets, computers and on
theWeb.
The LinkedIn app makes it easier to connect to the people and things that matter in
your professional world.
Chrome is a fast, simple, and secure web browser, built for the modern web.
With Mail Chimp its just a few taps, you can manage your lists, add new subscribers,
send campaigns, and view your reports. Create a campaign on your desktop or tablet,
and send it from your iPhone or Android once your team signs off.
The BridgeStreet mobile app for iPhone or Android makes it easy to search
hundreds of locations across the globe for an apartment that best fits your needs.
View our apartments on your phone including property details, photo tours, and
mapping, making it easy to locate the ideal apartment in the location you need.
With GoToMeeting on your smartphone or tablet, you can start a meeting or join a
meeting, webinar or class from anywhere. ... Attending a meeting from your mobile
device is as easy as tapping a link in your invitation the app will do therest.
Remember how awesome it Felt to receive a real, handwritten note in the mail from a
friend. We’re bringing that feeling back. Now you can handwrite and mail Thank You
cards, in your own penmanship, along with beautiful square photos from your iPhone.
The Just Wink app helps you find the perfect card, and then you can add your own
words, stick a photo on it or finger- pen your glorious signature for that "I actually
care" touch. Then send it via text, email or social media.
Quick Tap Survey Create your own client surveys and use iPads, iPhones, and
Android tablets or phones to collect responses anywhere! No wifi needed. Create
fun ways to collect business profiles.
BridgeStreet Global Hospitality
SUGGESTED APPS TO DOWNLOAD ON YOUR SMART PHONE
Apps are a great resource for Sales Professionals to keep up with new trends and business news.
Office Apps can assist with the day to day administrative needs.
1Password remembers all your passwords and other sensitive information so you
don’t have to. Keep your digital life secure, always available, and safe behind the one
password that only you know.
Use Eventbrite to discover popular local events, get event recommendations just for
you, and see which events your colleagues are going to! Log in as an Eventbrite event
organizer to check event attendees or print out name badges from the app.
Office Lens trims, enhances and makes pictures of whiteboards and docs readable,
and saves them to OneNote. You can use Office Lens to convert images to PDF, Word
and PowerPoint files too.
Ouli lets you enjoy personalized offers and suggestions from local shops in Northern
Virginia and the greater DC area.
Plaxo is an easy and convenient way to unify all your contacts into a single address
book that's secure, organized, and available wherever you are.
A customer requests a car using a
smartphone app and Uber sends its closest
driver to their location, using the phone's
GPS. The fare is charged directly to your
creditcard.
Translation Tools
-GoogleTranslate
-TransKey
-Convert Units Free
Waze, is a GPS-based geographical
navigation application
Fast Scanner - PDF scanner to scan document, receipt, print, email and upload to cloud
storage.
BCR Pro- Business Card Reader gives Instant and accurate recognition of business cards
right on your iPhone. Import contact information from a business card directly to your iOS
Contacts. Out-of-the-box integration with Salesforce and Evernote. Easy integration with
other CRM systems. Featured in iPhone TV commercials.
Clink is an intuitive, no-fee mobile app that allows you to save with its easy-to-use
platform that invests a portion of your money into a diversified portfolio to provide a
return. It was developed by financial industry veterans who recognized how
intimidating saving and investing can be to the average individual.
BridgeStreet Global Hospitality
MAJOR EMAIL DISTROS TO KNOW
BridgeStreet Global Hospitality
Salesgroupamericas@bridgestreet.com
All Sales Members in America
GlobalSolutionCenterAmericas@bridgestreet.com
All GSCMembers
Global.gs@BridgeStreet.com
All Guest Services Members in the Home
Office
Chicago.Office@BridgeStreet.com
All members of the Chicago office
Washington.Office@BridgeStreet.com
All members of the Washington office
NewYork.Office@BridgeStreet.com
All members of the New York office
HomeOffice@BridgeStreet.com
All members of the Home Office
(only used by the Home office Coordinator)
EMEA@BridgeStreet.com
EMEA
C
ORPORATE TRAVELRESOURCES
Please note that BridgStreet has a HOTEL DESK which will get you the lowest rates on Corporate Travel offering Hotel
Accommodations, Flights & Rental Cars.
Contact :
Tabitha Love -Our Global TravelSpecialist
Tabitha.love@BridgeStreet.com
571-481-2797
Hotel Stays
: Please provide Tabitha with any Membership Rewards Numbers upon booking your hotel
accommodations.
Rental Cars:
Note Our Room and Ride Partnership with Enterprise. If you book rental cars for any of our employees we
have
a Corporate ID code XZ16P61 Please include this code and any Emerald club numbers for BridgeStreet employees.
Staying with BridgeStreet :Save money when you vacation. Ask a reservation specialist about staying within our
Markets : Chicago, Ohio, New York, Washington DC, Pittsburgh, Cleveland.
G
ET CONNECTED, GET SOCIAL !
Please take some time to get connected with our BridgeStreet Social Media Sites!
https://www.facebook.com/BridgeStreetGlobalHospitality
https://plus.google.com/+BridgeStreetHQ/posts
https://www.linkedin.com/company/bridgestreet-residences-serviced-apartments-and-suites
https://www.pinterest.com/bridgestreetapt
https://twitter.com/BridgeStreetApt
https://www.youtube.com/channel/UCdy3hq2M08oWagqiDLkxBOQ/
BridgeStreet Global Hospitality
U
PDATE YOUR LINKEDIN PROFILE
Suggested Verbiage
“BridgeStreet Global Hospitality is the leading international provider of serviced
apartment experiences. Whether youre staying three days, three weeks or three years we
can give you the space, freedom and comfort of serviced apartment living, wherever you
need to be. From luxury living at exclusive properties in the heart of the city, to great value
accommodation in fantastic locations, our family of brands give you a wide range of
choices to suit your needs and budget. BridgeStreet and its Alliance members offer over
50,000 corporate apartments in 60 countries across the globe.
Feel Free to comment and “Like” posts from our BridgeStreet LinkedIn so they show up
on your Profile timeline.
BridgeStreet Global Hospitality
Unpack Your Bags
BridgeStreet Global Hospitality
OUR MARKETS
Our Markets
Washington DC
New York
Chicago
Columbus
Pittsburgh
Cleveland
Baltimore
Louisville
Los Angeles
Seattle
Philadelphia
Boston
Toronto
Montreal
Vancouver
San Francisco
Rio de Janeiro
Sao Paulo
Buenos Aires
Frankfurt
Dusseldorf
Geneva
Glasgow
Hamburg
Munich
Oxford
Reading
Zurich
Dublin Brussels
Abu Dhabi
Doha
Dubai
Jeddah
Riyadh
New Delhi
Mumbai
Singapore
AMERICAS
EUROPE
London
Birmingham
Manchester
Liverpool
Paris
Amsterdam
The Hague
Rotterdam
Barcelona
Edinburgh
Aberdeen
MIDDLE EAST
APAC
Core Markets + Supply Chain Partners = Flexibility
BridgeStreet is everywhere Brookfield needs to be.
BridgeStreet Global Hospitality
S
ALES COLLATERAL
Hotel AlternativesFlyer
BridgeStreet Global Hospitality
S
ALES COLLATERAL
BridgeStreet AdvantageFlyer
S
ALES COLLATERAL
Tri Fold Family of BrandsBrochure
BridgeStreet Global Hospitality
S
ALES COLLATERAL
Tri Fold Family of BrandsBrochure
BridgeStreet Global Hospitality
BridgeStreet Global Hospitality
S
ALES COLLATERAL
Satisfaction Guarantee Flyer
BridgeStreet Global Hospitality
S
ALES COLLATERAL
Preferred Relocation AssistanceFlyer
BridgeStreet Global Hospitality
ROOM AND RIDE FLYER
BridgeStreet Global Hospitality
S
ALES COLLATERAL
Mobile AppFlyer
BridgeStreet Global Hospitality
S
ALES COLLATERAL
Protection ServicesFlyer
BridgeStreet Global Hospitality
S
ALES COLLATERAL
Hotel DeskFlyer
BridgeStreet Global Hospitality
S
ALES COLLATERAL
Bridge Bucks Flyer
S
ALES COLLATERAL
Stationary can be ordered through your Director of Sales within your market. Directors
Please send all collateral purchase requests to the SalesCoordinator.
BridgeStreet Global Hospitality
S
ALES COLLATERAL
Promotional items can be ordered through your Director of Sales within your market.
Directors Please send all collateral purchase requests to the SalesCoordinator.
BridgeStreet Global Hospitality
S
ALES COLLATERAL
Promotional items can be ordered through your Director of Sales within your market.
Directors Please send all collateral purchase requests to the SalesCoordinator.
BridgeStreet Global Hospitality
Z
OOMINFO
Learn how to Easily identify key decision makers. Use web references to buildrapport.
Create, Save & Export targetedlists.
Request the Zoominfo report from your Sales coordinator. When
sending in
a request please allow at least 48 hrs. to receive your report back.
BridgeStreet Global Hospitality
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OBILE INTERLEAD- SOON TO BE A MOBILE APP
Learn how to Easily Direct Reservation Requests into our CRM for a Quicker Response
Time.
Reservation Request Form- http://m.bridgestreet.com/interlead/
BridgeStreet Global Hospitality
BridgeStreet Global Hospitality
M
OBILE INTERLEAD
Learn how to Easily Direct Reservation Requests into our CRM for a Quicker Response
Time.
Additional Resources
Reservations
Americas
800 2787338
americas.gsc@bridgestreet.com
EMEA - Europe, Middle East,Africa
44 20 779222222
emea.gsc@bridgestreet.com
APAC - Asia Pacific 65
9755 5183
apac.gsc@bridgestreet.com
BridgeStreet Global Hospitality
M
OBILE INTERLEAD- RESERVATION TOOL
Learn how to Easily Direct Reservation Requests into our CRM for a Quicker Response
Time.
FAQs
GuestServices
BridgeStreet apartments are fully furnished, fully equipped serviced apartment accommodations that
come standard with the following guest services:
· Weekly or bi-weekly housekeeping
· All utilities included
· High speed Internet WiFi in some locations
· Guest handbook
· 24/7 guest services
Who is BridgeStreet GlobalHospitality?
BridgeStreet is the leading global provider of fully furnished residences, serviced apartments and suites for
travelers seeking a hotel alternative. BridgeStreet offers access to more than 50,000 apartments in over 60
countries.
What is the difference between a BridgeStreet apartment and a hotel?
BridgeStreet apartments are typically 700 square feet/75 sq meters or larger. Whether you want to prepare
your own meal, surf the internet, or just relax on the sofa watching TV our apartments provide the privacy,
comfort and conveniences of living in your own home.
What typical amenities does BridgeStreetoffer?
BridgeStreet apartments are completely furnished, including fully equipped kitchens, linens, telephones
with voice mail, TV/DVD, housekeeping services and high speed Internet. Custom packages are also
available. In addition, many of our properties offer amenities such as fitness facilities and business centers.
Where are BridgeStreet apartmentslocated?
Our apartments are in desirable central neighborhoods, close to business and commercial areas.
Depending on your needs, we can offer apartments close to work or with easy access to public
transportation. Our locations are convenient to shopping, entertainment and schools.
Is there a minimum length ofstay?
We accommodate guests for all lengths of stay from 1 night to 1 year depending on location and
availability.
How do I make areservation?
Making a reservation is easy. Simply call our global reservation centers. You will speak to a BridgeStreet
associate who can assist you in making a reservation. You can also make a reservation online
at www.bridgestreet.com.
M
OBILE INTERLEAD- RESERVATION TOOL
Learn how to Easily Direct Reservation Requests into our CRM for a Quicker Response
Time.
FAQs Continued…
What is the difference between BridgeStreet's family of brands?
BridgeStreet Global Hospitality offers a selection of 6- to 2-star serviced apartment experiences.
Exclusive is six-star living with celebrity status. Iconic, signature buildings in key international locations
and soaring architecture that inspires and excites. Enjoy the ultimate red carpet treatment with a
distinctive sense of style and design. Sports, wellness and recreational facilities, private clubhouse, VIP
service and fine dining. This is opulent living, redefined and Exclusive in every way. Residences provides a
five-star experience all the way, with an incredible sense of space and all the technology you need to be
entertained and stay connected.
Mode -is designed for the new tribe social, connected and always on the move. 24/7 hospitality and
fantastic facilities with the freedom and space of apartment living. The best of both worlds. Downstairs, an
inspirational space where you can gather around the lobby’s fireplace or grab a drink and a bite to eat at
our café bar with the heart of the city right outside your door. Upstairs, a stylish sanctuary a unique
space designed for modern living and a connected world.
Living -is for those who want an independent lifestyle with plenty of space to work and relax. Make
yourself at home in a spacious, stylish, practical apartment with quality you can depend on. Where form
meets function and service with a smile is just a call away. From classic style to cool contemporary and
neighborhoods to explore in central locations all over the world.
Places -is no fuss, no frills, no hassle. Simply affordable places in convenient locations with space to
relax and unwind. Where you can live in your own time and by your own rules. Fresh, bright, and reliable;
incredible value for money – you’ll be surprised how much you get for so little.
Stüdyo -is all of life’s essentials in a place to call home. Off campus, in town, close to the action a
choice of accommodation options from individual living to sharing with friends and all with fully functional
kitchens.
What is included in the cost?
Our rates include the apartment, utilities and housekeeping service. Each apartment comes standard with
a complete furnishing package, cookware, dishes, utensils and linens. Most include high speed Internet
access. Additional furniture, accessories and long distance phone service can be provided for an additional
cost.
How am I billed?
You will receive monthly billing that includes rent for the coming month plus any extra charges for the
past month, such as long distance telephone. If you pay by credit card, your account will automatically be
charged at the beginning of every month and you will receive an invoice showing the specific charges.
Can you bill my company?
Yes. Many of our guests have their monthly bills sent directly to their company. In order to do this
however, your company must establish credit with BridgeStreet.
How does my company establish an account with BridgeStreet?
Upon completion of a credit application, we will perform a credit check with your company. Once this
process has been completed, we will contact your company to establish direct billing.
Why do you need my credit card if my company is being billed directly?
Every guest is required to provide a valid credit card number and expiration date at the time the
reservation is requested, regardless of whether or not their company is being billed. The credit card will be
used to guarantee payment for any incidentals, charges not accepted by your company or in case your
company declines the invoice. If your company does decline an invoice, we will notify you before charging
your credit card.
What is the BridgeStreet Satisfaction Guarantee?
We promise your keys will be delivered on time, your apartment will be clean and comfortable, and your
Internet service will be ready to connect you with your life. If we can't fix the problem by midnight, your
first night is free and any subsequent ni
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oblem is resolved. Our Satisfaction
Guarantee is valid for the day of arrival for stays of seven nights or more at BridgeStreet managed,
leased, and franchised apartments.
B
RIDGESTREET WEBSITE DIRECT YOUR CLIENTS TO OUR WEBSITE
www.Bridgestreet.com
BridgeStreet Global Hospitality
B
RIDGESTREET WEBSITE FINDING PROPERTYPROFILES
These will be stored with your Reservations Team within the Market you are looking.
BridgeStreet Global Hospitality
BridgeStreet Basic Training
BridgeStreet Global Hospitality
R
ESERVATION CONFIRMATION EXAMPLE
EXAMPLE
BridgeStreet Global Hospitality
OSCAR
BridgeStreet Proprietary Management System (Reservations)
Reservations
UnitDetails
Notes
Billing Coordination
Keys to Apartments
ClientDetails
Referral Information
Guest Information
TouchPoints
Damage Protection Plan
Client Ledger
Guest Ledger
Multiple Rent rates
AddingCharges
AddingTasks
CreatingDocuments
ActivityLogs
BridgeStreet Global Hospitality
CRM
- RESERVATIONS TOOL
Reservations Lead Management Tool
CreatingLeads
AddingQuotes
ReassigningLeads
Sending New Quotes
BookingReservations
BridgeStreet Global Hospitality
BridgeStreet Global Hospitality
L
ANDSLIDE CRM- OUTSIDE SALES
Basic Functions of Landslide
BridgeStreet Global Hospitality
H
OW TO CREATE AN ITTICKET
First Set up your Login with your email. Then you can easily create tickets for any IT needs.
http://support.bridgestreet.com/portal
Step 1 Go To
Step2
CreateLogin
Step 3
Create Your
Ticket
GUEST SERVICESPROCEDURES
Folder Added to Paper Work Completed File on everyone Drive
Get arrival information from the provider (ASAP)
Build/Book Unit [Process Below](ASAP)
Send ADL [Process Below](5-7 days before arrival)
Complete Pre-arrival Call (immediately after sending the ADL)
Get the AIF from the provider (before arrival) if you do not receive the AIF please enter a ticket
under vendor request
Complete Provider Call (day of arrival)
Complete Welcome call (The day following the guests move in)
For more information on this, check out the Guest Experience To-Do List, located in the General Process
Docs under GSC-US
Hello! Welcome to BridgeStreet Global Hospitality’s Guest Experience training document.
We hope that by the end of this reading, you will have a better sense of understanding of
what we do here. Guest Experience is more than just chatting with guests: We have to be
extremely organized when handling messages, prices, and information. The below
instructions will help you get accustomed to the day-to-day tasks of a Guest Experience
Coordinator, including explanations on the intricate systems that we work with
The Process
Typically, this is the process for a Guest Experience Coordinator, from receiving the file to completing the
Welcome Call after the guest’s arrival.
BridgeStreet Global Hospitality
Return Flight Plans
BridgeStreet Global Hospitality
S
ALES CONTRACT PROCESS
Term Sheet Vs. MSA
JR Dembiec Managing Director (Americas) Jr.Dembiec@bridgestreet.com [P] 571-481-2753
A PROPOSAL TERM SHEET is a “form of a contractwithout a monetary and/or term
commitment, Introductory terms, not to exceed 1 year. Non-committal business that
needs immediate contract and can be used in conjunction with proposal. Legal not
involved unless necessary. ALWAYS attach a Pricing Exhibit to term sheet.
An MSA (Master Services Agreement) is a contracted commitment for a specific
amount of business, and to have that business for a specific length of time with a pre-
decided set of services. This can be a local or global agreement. This is ALWAYS IDEAL!
When to use: PROPOSAL TERM SHEET
Agreement value is less than 1 Million $
No formal commitment from client to an Estimated Agreement Value (EAV) or term
length, but there is an Immediate Need forHousing
Length of business will be shorter than 1 year
Term Sheets NOT to exceed 1 year terms
ALWAYS OUR GOAL: THINK CONVERSIONto an MSA!
Think of this type of contract as: Temporary MSA
Complete with Proposal, Terms, Rate Sheet, Corporate Guarantee
BridgeStreet Global Hospitality
S
ALES CONTRACT PROCESS
When to Use a Master Service Agreement (MSA)
The agreement IS, or has the potential to be Global
Housing in multiple cities and countries
Pricing quoted for multiple locations
Formal Business Commitment for longer than 1year
The agreement value exceeds 500K (use approx landslide figures)
Specific client services are requested and negotiated
The reservation process is deviant from portal usage
Large companies who we want to retain as a long term clients
If you feel you need to use and MSA, reach out to legal, we will guide!
Estimated Agreement Value (The
approximate number from Landslide)
Legal ContactName
[You will get your deal signed much
faster when provided]
Company/ Client Name and Corporate
Address
Contract Signatory Name or Responsible
Party Name
Term (length of Contract)
Contract Start Date
COMPLETED Rate Sheet [EXAMPLE PROVIDED
ON NEXTSLIDE]
WHAT LEGAL NEEDS FROM YOU:
MSA-MASTERSERVICE AGREEMENT
BridgeStreet Global Hospitality
S
ALES CONTRACT PROCESS
Term Sheet Process- Self Directed (NO Legal Involvement Necessary)
Use Template ProvidedSubmit to Client
Self Directed - Individual Sales Managers facilitate this document
It is up to a Sales Manger to follow up with legal and convert clients over to an MSA,
wherenecessary
Legal will ALWAYS issue MSA and conduct REDLINE Phase
Open file “Proposal Term Sheet
TERM SHEET INCLUDES THE FOLLOWING:
Complete Term Sheet
Complete Rate Sheet
ResCon included
Complete Corporate Guarantee (Setup with Finance before deal signed)
Return corporate guarantee to CorporateClientGateKeeper@BridgeStreet.com
Any questions with this process please reach out Stephanie Jahnigen Accounts
Receivable Manager
TERM SHEET OVERVIEW
BridgeStreet Global Hospitality
City Property Name Brand
Studio 1 Bedroom 2 Bedroom
rr- Distance from Client
Notes
Office Location
1-30 Nights >30 Nights 1-30 Nights >30 Nights 1-30 Nights >30 Nights
Low High Low High Low High Low High Low High Low High
Important Terms
andConditions:
1.
Rates and inventory ares ubjectto availability andare effectivefor one year from dateof submission, July 22, 2014;
2.
Rates are subject to changebased ons easonality and/orother market conditions;
3.
Rates are based,in part,on theestimatedannual volumeof clientbusiness. Intheeventt hat business isnot pacing inaccordancewithestimates,BridgeStreet reservestheright to modifyor amend rates;
4.
In the event of any approved request for an extension of a particular reservation, rates are subject to change and may be increased by BridgeStreet in its discretion;
5.
Rates are exclusive of local taxes unless otherwise noted. Rates set forth herein may not include other fees (including without limitation, any credit card, cancellation, move-out or related ancillary charges) which mayapply;
6.
At the conclusion of the rate periods identified herein, or in the event of any force majeure or other unforeseen market development, BridgeStreet shall havethe right to modify and amend the pricing set forth herein;
7.
To the extent applicable, no rebates, credits or discounts shallbe paid, creditedor disbursed unless and until all fees due andowing toBridgeStreet in accordance withthis Agreement,Exhibit D or otherwise have beenfullyand timelypaid by client and/orany guest;
8.
International rates not in local currency are subject to changes in currency exchange rates and associated conversion fees
BridgeStreet Global Hospitality
S
ALES CONTRACT PROCESS
Legal Involvement- Closing the Deal
LEGAL THINGS TO CONSIDER
WHEN MAKING THE DEAL…
Mutual Indemnification
Billing (Net 30)
Insurance
No “High Risk” commercialTransactions
Speed is key – “Time Kills AllDeals”
Get Legal Involved as Early as Possible
Speedy Turn Times But LOTS of other Business to handle!!
Always try to use Our Paper” – Benefits include: Preapproved terms, billing, etc.
If not using our agreement template, send “Word” Form (Editable) Agreements to
Salesagreements@bridgestreet.com
Will log each in and place in Line for Review
We will turn a Red-Line for Client w/i 2-5 days (Word Version with Tracked Changes
Only)
Have Client review and Comment with legal CCd (Conf. Call as Needed)
JR signs EVERY agreement for the Company as General Counsel
Final Agreement for execution from both parties will come from Krys
Our Job is to
help you
Close Deals!
WHAT LEGAL WILL DO FOR YOU TO
HELP CLOSE THE DEAL
BridgeStreet Global Hospitality
BridgeStreet Global Hospitality
SALES CONTRACT PROCESS
Corporate Guarantee
BridgeStreet Global Hospitality
S
ALES CONTRACT PROCESS
Corporate Client Gatekeeper Set up
DirectBill
•Have our Corporate Guarantee filled out by
•the client
•Make sure to check the following, before
•you send it to us
It is completely filled out
will cover
Nothing is crossed out/verbiage has not
been modified
They have signed it
•You fill out the Corporate Client Checklist (it
contains information we need in order to make
•a credit decision and set them up)
•You submit both forms to
CorporateClientGatekeeper@BridgeStreet.com
•Your subject line must contain the company
name so we can track
•Include any additional information or requests in
the body of the email
CreditCard
•An email is sufficient for this type of set up
please send the following information to
CorporateClientGatekeeper@BridgeStreet.com
•The subject line of the email needs to contain the
companyname
They have initialed the top for what they •In the body of the email please include
Client name and address
Client phone number
Specific client contact
What industry the client is in (if known)
What market you need this for
If there a Sales Manager or an Account
Manager assigned, we need to know who
If you need this as Guest or Client CC
oClient CC Include a contact
and email address to send CC
receipts to.
Company Information
Market:
Company
Name:
Company
Address:
Company
Phone:
Industry:
Terms
Requested:
If
Direct Bill Projected Yearly Volume:
**If Requesting
Direct Submit with
Corporate Guarantee (BF
-2105C) for Credit
Check**
If CC
Client or Guest:
Payment
Terms Requested:
Sales
Manager:
Brand Account
Manager:
S
ALES CONTRACT PROCESS
Signature Process
Send legal FINAL MSA
All CCs added (all personnel involved with deal)
A copy is sent to client signatory via email for signature electronically
Once JR signs, a copy of the fully executed PDFd contract is sent to
everyone CCd (involved with the contract)
BridgeStreet Global Hospitality
BridgeStreet Global Hospitality
TSA Checkpoint
BridgeStreet Global Hospitality
SALES ENGAGEMENT INDEX
Reporting your Sales Activity
Goal: Influence sales behavior by instituting weighted average by calltype
Purpose: Refocus sales effort on proper engagement vs. straightdials
Measurement:
1 pt. for direct dial/emailattempt
5 pts. for dial/email/social media connection
7 pts. virtual presentation orappointment
10 pts. live presentation, entertainment,networking
Accountability:
Weekly goals and reportout
Weekly index to goal per person
Sales Team Goals
Account Management = 200 pointgoal
Account Coordinator = 200 pointgoal
Local Sales = 275 pointgoal
Major Account Sales = 275 pointgoal
BridgeStreet Global Hospitality
S
ALES ENGAGEMENT INDEX
Points Per Week
Position
Call
(U
nconnected)
Call
(Conn
ected)
Appo
intment
(FTF)
Appo
intme
nt
Total
Po
ints
Account
Manager 16 30 2 2 200
AccountCoordinator
16 30 2 2 200
Local
SalesManager 71 20 9 2 275
Major
Account
Manager
85 22 1 10 275
TaskType
Points
EngagementCategory
EventType
Points
Engagement
Category
Account Management
Call 1
Dial/Email Not
Connected
Escalation
Resolution 5
Connected
Call/Email
Attempting to Gain
Access 1
Dial/Email Not
Connected
Acct
Mgmt Meeting - Go2 7
Virtual
Appointment
Escalation
Resolution 1
Dial/Email Not
Connected
Acct
Mgmt Meeting -Phone 7
Virtual
Appointment
Implementation/Planning Call
1
Dial/Email Not
Connected
Acct
Mgmt Meeting -Skype 7
Virtual
Appointment
Needs
Assessment
Considered
1
Dial/Email Not
Connected
Closing Meeting
- Go 2 7
Virtual
Appointment
New Business Prospecting
Call
1
Dial/Email Not
Connected
Closing Meeting
- Phone 7
Virtual
Appointment
Email
1
Dial/Email Not
Connected
Closing Meeting
- Skype 7
Virtual
Appointment
AC
- Closed Lead (HIT) 5
Connected
Call/Email
Intro/ Discovery Meeting
- Go 2 7
Virtual
Appointment
AC
- Re-ignited Lead (HIT) 5
Connected
Call/Email
Intro/ Discovery Meeting
- Phone 7
Virtual
Appointment
Opportunity Follow
Up (HIT) 5
Connected
Call/Email
Intro/ Discovery Meeting
- Skype 7
Virtual
Appointment
Prospecting Call
(HIT) 5
Connected
Call/Email
Presentation Meeting
- Go 2 7
Virtual
Appointment
Secured Appointment
(HIT) 5
Connected
Call/Email
Presentation Meeting
- Phone 7
Virtual
Appointment
Social Media
Connection 5
Connected
Call/Email
Presentation Meeting
- Skype 7
Virtual
Appointment
Received Signed Agreement
10
Acct Mgmt. Meeting
- Face toFace 10
Live
Appointment
Closing Meeting
- Face to Face 10
Live
Appointment
Intro/ Discovery Meeting
- Face to
Face
10
Live
Appointment
Presentation Meeting
- Face to Face 10
Live
Appointment
Quarterly Business
Review 10
Live
Appointment
Tour
10
Live
Appointment
Networking
Event 10
Live
Appointment
RFP
25
Flight Take Off
BridgeStreet Global Hospitality
BridgeStreet Global Hospitality