Gaining new business is a constant goal and can be tedious, time-consuming, and repetitive.
Whether you are prospecting with existing customers for repeat bookings, trying to acquire new business, or following up on lead requests, using your existing Tripleseat tools and functionality will increase your efficiency and productivity.
This article will cover the following features within Tripleseat to help you reach your sales and prospecting goals:
- Contact Level Discussions
- Discussion Email Templates
- Tasks
- Automations
- Reporting
Contact Level Discussions - Go to: Contacts > Discussions
Contact Level Discussions enable users to start and maintain conversations directly from a Contact, independent of any event or booking. This enhancement provides greater flexibility in managing communications earlier in the sales or engagement cycle.
Contact discussions are not tied to specific locations. They are visible to any user with “View Contact & Accounts” access or higher, ensuring broader collaboration across teams.
The Contact page lists a Discussion tab. This tab includes the Guest, Staff, and Draft sections and behaves consistently with the discussion functionality available on bookings.
Email Template Functionality
Contact Discussions use a default subject line:
“Hi [Contact First Name], planning something? Let’s chat!” This can be changed or adjusted per thread.
A dedicated Contact Templates section is in Settings > Discussion Email Templates.
Templates are location-based; although contacts themselves are not associated with a location, users will only see templates assigned to locations they have access to.
Only merge fields related to the Contact, Account, and Current User are supported in Contact Discussion templates. Templates referencing other record types (such as Location, Event, or Booking) will not populate those fields, as Contact discussions are not linked to those entities.
Contact-level messages appear in the Discussion Center and are marked with a “C” designation. Selecting this icon will open a panel with the associated Contact’s details, allowing for quick context switching.
Discussion Email Templates - Settings > Discussion Email Templates > General Booking Templates OR > Lead Templates > Then either Add or Edit a template
Tripleseat discussion templates utilize auto-populating merge fields that plug in client and Tripleseaseat user contact info, along with specific lead and potential booking info. These aspects make your email templates versatile and useful to your whole team during the sales and prospecting stage and further into the booking life cycle.
As a hotel customer you will be working out of Lead and General Booking Templates.
Having several versions of templates for different types of leads, bookings, and clients will significantly save time, increase productivity, and help maintain brand and voice consistency during communication.
- Promotional templates and email signature links can be used for marketing.
- Images and links to menus, packages, and vanity sites can live within email templates.
- Templates can always be further customized and edited per booking
Lead Discussion Email Templates
Remember that leads are not bookings yet. They are only requests or potential bookings. There are no documents or financials assigned to leads.
Lead discussion templates should communicate as much as appropriate about your location and what you offer while trying to get additional information about your client and their potential booking.
- Utilize links to vanity sites and group packages to entice your potential guests.
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Have market-specific images stored in your file library
- These can be embedded in or added on the fly to email templates
Clearly lay out any questions or basic info needed from your guests to help you decide if this is a good piece of business.
- If appropriate, get a sense of the client's budget
- Try to get your guest to give their overall vision of their experience
- Confirm how many event spaces they will need throughout their booking
- Confirm the number of guest rooms per night and person per room needed
*Pro Tips for Discussion Templates
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Create an enticing Subject line
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Include an incentive for booking, such as a complimentary takeaway treat, reward points, VIP upgrades or amenities, etc.
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Tell clients what’s changed since they last booked, such as new menus, new A/V, room updates, chef accolades, and new experiences
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Invite them in for a drink or site visit
Here are a couple of examples of prospecting Lead Email Discussion templates.
Quick General Lead Response
Hi {{lead.first_name}},
{{lead.location.name}} is the perfect place to host your next program!
If you book a room block or event before XXX, you will also receive a complimentary XXX!
I've attached some sample event menus curated by our newly awarded James Beard nominated Chef.
Please let me know if you would like to tour the property and have lunch together or if I can check availability for a specific date.
You can also submit an event request HERE
Cheers,
Hotel Corporate Lead Response
Dear {{lead.first_name}},
Thank you for considering {{lead.location.name}} for your upcoming corporate retreat. We're excited about the opportunity to host your team and provide an environment conducive to productivity, team building, and relaxation.
Our Venue
{{lead.location.name}} offers an ideal setting for corporate retreats, featuring:
- State-of-the-art conference facilities
- Versatile outdoor spaces for team-building activities
- Comfortable accommodations for up to 200 guests
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Corporate Retreat Packages
We offer flexible packages to meet your company's specific needs:
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Day Package:
Includes: Use of main conference room, AV equipment, catered lunch -
Overnight Package:
Includes: Accommodations, all meals, use of facilities and AV equipment -
Extended Stay Package:
Includes: 3-night stay, all meals, use of facilities/AV equipment, and 2 team-building activities
All packages include Wi-Fi, parking, and access to fitness center.
Why Choose {{lead.location.name}}
- [Unique selling point 1, e.g., "Dedicated event coordinator to ensure smooth execution"]
- [Unique selling point 2, e.g., "Customizable team-building activities"]
- [Unique selling point 3, e.g., "Farm-to-table dining options"]
Next Steps
We'd be delighted to discuss how we can tailor our offerings to meet your company's objectives. Here's how we can proceed:
- Schedule a site visit or virtual tour of our facilities
- Discuss your specific requirements and team goals
- Provide a detailed proposal based on your needs
To arrange a consultation or if you have any questions, please contact us at {{lead.location.main_phone_str}} or reply to this email.
We look forward to the opportunity to host your team and contribute to a successful corporate retreat.
Best regards,
{{current_user.full_name}}
{{current_user.title}}
{{current_user.main_phone_str}}
Hotel Wedding Email Template
Hello {{lead.first_name}},
Thank you for considering {{lead.location.name}} for your upcoming wedding celebration. We're thrilled at the possibility of hosting your special day and would love to share more about what makes our venue unique.
Our Venue
{{lead.location.name}} offers a picturesque setting for your wedding, featuring:
- Sprawling gardens perfect for outdoor ceremonies
- Elegant ballroom that can accommodate up to 200 guests
- Stunning views of the surrounding landscape
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 |
Wedding Packages
We offer customizable wedding packages to suit your needs:
-
Silver Package:
- Includes: Basic Linens, Tables & Chairs, Day-Of Coordination, 3 Course Meal, Cash Bar -
Gold Package:
- Includes: Basic Linens, Tables & Chairs, Day-Of Coordination, Passed Hors D'ouevres, 3 Course Meal, Open Bar Service for 3 Hours -
Platinum Package:
- Includes: Basic Linens, Tables & Chairs, Day-Of Coordination, Passed Hors D'ouevres, 4 Course Meal, Open Bar Service featuring Top-Shelf Liquors for 3 Hours
Next Steps
We'd love to discuss your vision for your wedding day and how we can make it a reality. Here's how we can proceed:
- Schedule a tour of our venue
- Discuss your specific needs and preferences
- We'll provide a detailed proposal based on your requirements
To arrange a visit or if you have any questions, please contact us at {{lead.location.main_phone_str}} or reply to this email.
We look forward to the opportunity to be part of your special day!
Warm regards,
{{current_user.full_name}}
{{current_user.title}}
{{current_user.main_phone_str}}
Remember the goal is to land a piece of business and convert them to a Booking as soon as possible.
Use Case: You are a Sales Manager at your hotel, and you attend a networking event with corporate event planners. You have a great conversation with a prospective new client, who tells you that they plan a Director’s Retreat every May for their board members.
Step 1: You bring up Tripleseat on your phone and hit create New Lead.
- You enter in the information you just learned about the prospect; name, email, phone, company.
- You enter in the general lead information you just learned.
- You add some prospective dates in May based on their typical pattern.
- You’re sure to add the lead source as well.
Step 2: Hit save and enjoy the rest of the networking event.
Step 3: Pickup the new lead on your Dashboard the next morning.
Step 4: Use your impactful new lead discussion templates to stand out to this new prospect and win their next board retreat.
Let's transition to tasks now; as tasks are covered, please keep in mind having specific email discussions in Tripleseat that are created and paired with your tasks in mind.
Task Types and Tasks
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Task Types and Tasks will help you and your team record sales activity when prospecting new clients and stay on top of follow-up to win new business.
- The Task Type will be the preset category you will select when creating tasks.
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The Task will be the actual text and specific action needed
Task Types
Task types will help you segment, organize, and report on your tasks efficiently. These should be set ahead of time by an Admin within your organization.
To add Task Types: go to Settings > Preferences > Drop Downs > Task Types.
Customize your task types to include common prospecting activities.
Below are some common task types.
- Prospecting Call
- Prospecting email
- Tour/Site visit
- Networking Event
- Follow up call
- Follow up email
- Follow Up next Quarter
- Follow Up Next Year
Tasks
Tasks can be as general or specific as you like. The “task” will be whatever action is needed expressed in the description text box.
Tasks can be created and assigned directly from an Account or Contact to record sales activity.
Your steps to creating a task will be:
- Add Task
- Add Assignees
- Due Date
- Select Task Type
- Select Priority ( this is filterable on your task lists)
- Description
As tasks are completed, they are checked off and the completion date is entered.
Tasks will be visible and can be managed at the bottom of your dashboard and the left-hand toolbar. Be sure to utilize your options and filters to see exactly what you need.
Use Case: Your sales team collected some great business cards at a recent tradeshow, and you just sent an email to each prospective client inviting them to tour your property.
Step 1: Enter the information into Tripleseat under the Accounts and Contacts section *remember the Account is the company or organization, and the Contact is the person.
Step 2: Navigate to the Contact profile and click on the Tasks tab.
Step 3: Click “Add Task”
- Adjust assignee if needed
- Set the due date to the date you sent the emails
- Assign the appropriate task type
- Fill in the Description box with pertinent information
- Mark as complete, since the emails have been sent
Step 4: Create another task with a due date in the future to remind you to follow up.
Automations - Go to Settings > Automations > enter name > select locations this will apply to > trigger > due date
Task automation will help with ongoing standard actions that must be completed and recorded when leads are submitted.
For example:
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Lead Created:
- 1 day after trigger action > Email: Info packet and company marketing deck
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Lead Created:
- 2 days after trigger action > Email: Follow-up on interest
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Lead Created:
- 5 days after trigger action > Internal report on status
Task Reporting
In terms of pulling a report, you have two options:
- Standard Task Report
- Advanced Task Report
For Standard task reporting - Go to reports from the left-hand column and scroll down to Task Reports.
You have the option to customize by or cross-reference by:
- Date created
- Date Due
- Date Completed
And filter by:
- Task Type
- Creator
- Assignee
You’ll then group and sort to your needs and select the columns of information to include in your report. Your reports can then be saved, shared, or printed.
For advanced task reporting - While in the reporting tab, click the Advanced Reporting button and then scroll down to the Task Report.
You can now select your columns, filter accordingly, and then group or mutligroup by column to dial into the specifics while also seeing the big picture.