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How do I respond to Concierge enquiries?

This article describes how to respond to Concierge enquiries managed by the VenueNow team.

What are concierge enquiries?

Concierge enquiries are enquiries managed by the VenueNow team, where we recommend the best venues for a client's event brief, collect responses from the venues, then assist the client with their booking journey.

How do I receive a Concierge enquiry?

You receive Concierge enquiries via email from the VenueNow Concierge team. You can also view Concierge enquiries you have received via your enquiry dashboard. On your enquiry dashboard, Concierge enquiries are identified with the blue "C" icon.

How do I respond to a concierge enquiry?

The email that you receive from the Concierge team will include a link to submit a response. Clicking this link will take you to a unique page where you can respond with details such as:

  • Availability
  • Estimated spend
  • More information, and
  • Attachments

In addition to the link in the email, you can also access this unique page by clicking the respond button on your enquiry dashboard for that specific enquiry.

Availability

Firstly, you will be asked if your space is available for the client's preferred date and time. If your space is unavailable for that specific date or time, you will then be asked if there are any alternate dates, times, or spaces that you can facilitate the client's event. If you do have alternate dates, times, or spaces, you can detail them in the text field that is shown.

If you do not have alternate dates, times, or spaces available, then you are prompted to provide a reason why, such as:

  • You are already booked.
  • The budget is too low.
  • You cannot facilitate the event capacity.
  • Other

Estimated Spend

If you are available or do have alternate dates, times, or spaces available, you will then be asked to provide an estimated spend. Based on the enquiry details provided, which can be viewed in the initial enquiry email or on the left-hand side of the response page, provide an estimated spend for the event.

This does not need to be a formal, detailed quote, but instead is a ballpark figure, such as a minimum spend or an estimate that will assist the client in understanding if your venue is within their budget.

If you need to clarify this estimated spend or provide further information, you can do so in the more information box underneath.

More Information

In the more information box, you can provide as much detail as you would like for the client. This can include things like a breakdown of your pricing, packages, special offers, or any other information that will help you get the booking over the line. If you have any further questions for the client, you can also include these in the more information box, which will be handled by the VenueNow Concierge team.

Attachments

You are able to upload multiple file types, including PDFs and images, that will be attached to your response. Common attachments include:

  • Function packs
  • Menus
  • Special offers
  • Additional images of your space, and
  • Other files that will help provide the client with more context about your response

To reduce the amount of time required to respond to a Concierge enquiry, we recommend that you don't spend too much time creating a formal proposal and attaching this to your response unless it has been explicitly requested by a VenueNow team member.

If the client is interested in getting a formal proposal with detailed line items, etc, the VenueNow team will reach out to you directly, or may make an introduction between you and the client.

There is a file size limit for individual files of 10 MB. If you have files larger than 10 MB, we recommend that you compress the file before trying to upload.

What happens after a response has been submitted?

Once you have submitted your response, it will be sent to the client from the VenueNow Concierge. From here, the VenueNow Concierge and the client will discuss your response and compare it with other venues' responses.

If the client has questions about your response, the VenueNow Concierge may be in touch. Otherwise, the next step will be to either provide you with an update about the enquiry, or to discuss next steps, such as scheduling a site visit, requesting a formal proposal, or moving ahead with the booking.

Can I contact the client directly?

As this is a Concierge enquiry managed by the VenueNow team, you are not able to contact the client directly until an introduction has been made to the client. The purpose of this is to streamline communications with clients to avoid them getting overwhelmed by multiple venue responses.

If you need to follow up about an enquiry or you have additional questions, you can contact the VenueNow Concierge associated with the enquiry. The VenueNow Concierge contact details will be attached to the enquiry email as well as visible on your enquiry dashboard.