Outcomes.

• Every proposalClean, fix or rebuild

  Hotel proposal standards

  The owner's quoting rules, written down

  A documented process for recurring proposal errors

  See Assistant Handoff

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  hotel proposals a day

  4 to 10

  hotel proposals a day

  needed a full rebuild by the owner

  6 in 10

  needed a full rebuild by the owner

  of the owner's year spent redoing quotes

  13 weeks

  of the owner's year spent redoing quotes

  The situation

  A small luxury agency sells hotel stays. An assistant builds each proposal, and the client gets options with rates, room types and perks. The owner hired help so she could focus on selling. Six in ten proposals came back wrong: the wrong rate program, the wrong perks, a room type the hotel doesn't have. The owner rebuilt them herself, about 525 hours a year. When 6 in 10 need fixing, the rules aren't written down anywhere.

  What I did

  • Where to check rates first, brand by brand
  • The requests that come up again and again, and how to handle each
  • Every step of building a proposal, start to finish
  • The perks at each hotel, by booking program

  What changed

  The rules are written down now: where to check rates first, brand by brand; the requests that come up again and again; every step of building a proposal; the perks at each hotel. The "before" was measured. The "after" wasn't. Nobody tracked how many proposals came back right afterward, so there's no new number to show. Every rule targets a mistake that kept happening.

• TokyoKyoto to Osaka

  Five hotel stays, quoted within budget

  Five hotels in Japan, one budget

  All five stays quoted about $900 under budget, at the quote

  See Senior Operations

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  five hotel stays in Tokyo, Kyoto and Osaka

  14 nights

  five hotel stays in Tokyo, Kyoto and Osaka

  two parents and two kids

  4 guests

  two parents and two kids

  under the client's budget, at the quote

  ~$900

  under the client's budget, at the quote

  The situation

  An advisor needed hotel options for a family of four, with five stops across Tokyo, Kyoto and Osaka and a budget of about $7,200.

  • Many Japanese hotels allow only 2 or 3 guests in a standard room, even with two beds.
  • Each hotel offered different perks programs. One had none.
  • Sometimes the perks rate cost the same as the public rate. Sometimes it cost more but added breakfast and credit.

  What I did

  • Priced all five stays and confirmed rooms that fit four people.
  • Compared the perks programs at each hotel and picked the best value.
  • Laid out the real choices plainly, so the advisor could decide fast.
  • Kept a running total against the budget the whole way.

  What changed

  All five stays were quoted at about $6,260, roughly $900 below the client's budget, with perks where they were available.

• 8 bookings, ferries, toursOne master sheet

  A group trip, one plan

  15 travelers, one clear plan

  Eight bookings, ferries and tours, one master sheet

  See Senior Operations

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  travelers across Greece and Istanbul

  15

  travelers across Greece and Istanbul

  separate tour company bookings, plus ferries and tours

  8

  separate tour company bookings, plus ferries and tours

  master sheet with every room, payment and booking number

  1

  master sheet with every room, payment and booking number

  The situation

  Fifteen travelers, each with their own flights, preferences and extra nights. Eight bookings with one tour company, plus tours and ferries on top. Too much to keep straight alone.

  What I did

  • Built the full itinerary in the advisor's trip tool.
  • Made one master sheet with every room type, payment method and booking number.
  • Placed every document where travelers would find it.
  • Set one clear way to show every transfer.
  • Flagged anything that didn't match before clients saw it.

  What changed

  Everything for the trip lived in one plan: the itinerary in the advisor's tool, one master sheet with every room type, payment method and booking number, every document where travelers would find it, and one clear way to show every transfer. Anything that didn't match was flagged before clients saw it. The advisor kept me on through departure.

• One approved master16 traveler copies

  Group itineraries, built from one master

  One master, sixteen itineraries

  One approval, every copy checked

  See Workflow Build

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  itineraries for 27 travelers

  16

  itineraries for 27 travelers

  full rounds of checks on every itinerary

  4

  full rounds of checks on every itinerary

  a late lunch change, on all 16, checked

  Same night

  a late lunch change, on all 16, checked

  The situation

  Every traveler needs their own itinerary, but most of the trip is the same for everyone. Build each by hand and one change means 16 edits, and the copies drift apart.

  What I did

  • The master comes first. The advisor reviews and approves that one.
  • Then the copies: each traveler gets the approved master plus only their own flights, hotels and nights.
  • Every card follows the same rules, so every itinerary reads the same.
  • Nothing goes out unchecked against the supplier's final documents.

  What changed

  The advisor approves one master. Each traveler gets the approved master plus only their own flights, hotels and nights, and nothing goes out unchecked against the supplier's final documents. What the checks caught before clients saw it: a departure listed from the wrong New York airport, a food allergy missing from the ground team's list, a museum listed at another museum's address, and a traveler's question about where to meet, asked three times and never answered.

• SampleDeposit dayWelcome home

  A sample setup, not a client outcome

  See what needs you today

  A configured cruise workflow, from deposit to return

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  tasks, each on its own date

  15

  tasks, each on its own date

  client emails, waiting for your OK

  4

  client emails, waiting for your OK

  automations, all off until you turn them on

  7

  automations, all off until you turn them on

  The sample

  A real Tern account set up as a sample, with made-up clients. It shows how one workflow can run. It isn't a client result. Payments due, today's tasks, new inquiries and birthdays show up on their own.

  What is configured

  Fifteen tasks, each on its own date. Four client emails, drafted and waiting for your OK. Seven automations, configured and off until you review and turn them on.

  • Deposit day: record the booking. The welcome email and traveler form are drafted for your approval.
  • First 2 weeks: insurance quote, claim the booking, passport check.
  • Before final payment: a reminder 2 weeks before it's due.
  • Before the trip: build and check the itinerary, reconfirm the hotel.
  • After the trip: welcome home, thank-you note, referral ask, commission check.

  What it demonstrates

  • Every step shows up on its due date, once the automations are on.
  • Client emails are drafted in your words, for your approval.
  • You see what you're owed, and when it should arrive.

  See Workflow Build

Client stories are anonymized. The sample setup uses made-up clients.