A site visit is not a walkaround. It is a sales moment. Treat it like one and you will close more groups, events, and corporate stays.

Here is a simple playbook your whole team can follow.

1) Start strong: be on time and be there

• If you set 10:00, be at reception at 9:57.
• Your client might be late because of traffic. You have no excuse. You are in the hotel.
• Never leave a client asking for you at the desk while someone “tries to find you.” It kills trust in 30 seconds.‍

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2) You promised? You show it.

• Do not assign a junior with no property knowledge. A weak tour can cost you thousands.
• If the Sales Director confirmed the tour, the Sales Director does the tour. Handovers feel like bait and switch.‍

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3) Sit first, tour second

• Spend 10 minutes sitting somewhere with a great view of the action. Lobby, terrace, lounge with sightlines to outlets.
• Offer water or coffee. Build rapport.
• Use the view to point things out while you talk. It makes the tour easier and the story stickier.
• Share quick context: when the hotel opened, last renovation, next refresh.‍

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4) Do your homework

• Never ask “So tell me about your business?” like you just met on a bus.
• Read their email, website, and LinkedIn. Three minutes is the difference between amateur and pro.
• Arrive with a short take: “I saw you usually run 40 to 60 attendees with two breakouts and a networking hour. Did I get that right?”‍

‍5) Ask targeted questions

Skip presentation mode. Run a conversation.

• Why are you considering our hotel for this program?
• What is your typical group size and room split?
• How does your schedule usually flow across day one, day two, and departure?
• What activities do you want onsite and nearby?
• What would make this your easiest event of the year?

Listen. Take notes. Shape the tour to what they just told you.


6) Tell a story, not a list

Avoid “This is a double room. This is a meeting room. Here is another meeting room.”
Instead, weave a story the client can remember:

• How the hotel started and why the design choices matter.
• A fun local detail about the building or neighborhood.
• The chef’s favorite dish or the bar’s best seller and why groups love it.

Stories create mental hooks. Lists create yawns.

7) Show only what matters

• One bedroom is usually enough. The goal is standard and vibe, not a full catalog.
• Exceptions:
  • If you are mid renovation, show one refreshed and one pre refresh.
  • If standards vary a lot, show best and worst to set expectations.
• Meeting rooms: focus on how breakouts work, where coffee breaks land, how catering flows, load in and AV basics.
• Restaurant: explain flexibility, buyouts, menu tweaks, dietary flow.
• Common spaces: highlight hidden use cases. Movie night on the patio. Karaoke pop up in the library. Morning yoga on the rooftop. If it is not obvious on first look, make it obvious.

8) Step outside for two minutes

• Walk to your favorite nearby spot and narrate the neighborhood.
• Explain why the location works for this client. Transit, dining clusters, safe evening walks, brand fit.
• A tiny taste of the area beats five slides in a PDF.

9) Thoughtful touches that land

• If your brand invests in swag with real design, offer a small piece. Quality over quantity.
• Edible always wins. A small chocolate with your logo or a sealed water bottle for the road. Everyone appreciates it.

10) Close the loop fast

• Send a same day follow up with:
  • Recap of needs in your own words.
  • Photos or one page showing the exact spaces they saw.
  • Answers to anything you could not confirm live.
  • Clear next steps and dates. Keep the conversation moving.

Quick checklist for the team:

• Calendar invite with who, where, mobile number
• Be at reception 3 minutes early
• Reserved lounge table with view, waters ready
• 3 bullet summary of the client
• 5 targeted questions printed or on phone
• Tour path mapped to their needs
• Two neighborhood talking points
• Small edible or water bottle ready
• Follow up template queued

Run this play every time. Your tours will feel smoother, your clients will feel understood, and your close rate will thank you. Also, please do not make them hunt you down at the front desk.