Task - New Sale Venue Upgrade - The listing must be completed within 2 working days

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The automated email has a product code - code 4000 is a new sale, code 4010 is a renewal, however, this can sometimes be incorrect so ALWAYS Check Endeavour provider subscriptions to be sure if it is a new sale or renewal. 


To see how to check the subscription go to https://endeavour.venuedirectory.com/ type in the venue name in the search box and click on the venue name under ‘Provider’ to see all listing subscriptions. 


If the venue only has one subscription then it is a new sale. If they have had previous subscriptions check the dates to see if the last subscription end date lines up with the new subscription start date. If so it is a renewal and if there is a few days or more gap it is a new sale. Check with Sam if you are unsure. 


Check and build the listing. Use the venue's website and info on the sub form to update listings. Keep a note of what is missing from the below sections as you will need to email the venue after your checks. 


Step 1: General information -  Ensure the venue name, website and address is correct, as well as location is pinned. 


Check if there is a planned closure. 

  • If the end date is passed you can remove the planned closure.

  • If it is set as unknown or the end date is in the future please ask sales if this can be removed 


Step 2: Users -  Add ALL email addresses listed on the confirmation email if not listed already, including their job title & contact telephone numbers. 


If Enquiry Contact is on the subform - Must be set as Venue Admin (If the contact is already listed do not amend)  


If Accounts Contact is on the subform - Must be set as Venue User  (If the contact is already listed do not amend)  


‘confirmed by’ Contact

  • Must be a Venue Manager or Venue Group Manager

  • Tick as sub contact

  • Tick as Decision Maker

  • Tick for reports (A listings only)


Super Admin

If the listing is missing a Super Admin then the Super Admin should be the person who confirmed the venue upgrade. 


If there is a super admin already selected you do not change this and just ensure the user is ticked for ‘reports’. A listings only



Step 3: Images 

A minimum of 6 images should be uploaded. They should all be clear images with a mix of the overall venue and meeting spaces. If you are unable to get 6 images please let Sam know on the confirmation email.


You can’t use google images to find photos they must come from the venue website or be sent to you directly from the venue


  • Add an exterior image as the ‘main’ image if there is not one already and add 5 images as described above into the ‘general’ category. 

  • No images should be loaded that are inappropriate e.g. offensive or that show a person’s front face clearly. Any images with a person's face we will need to contact the venue for consent to ensure the person gives consent for the image to be shown on a public website

  • Ensure all images are of a good quality & resolution

  • Ideally no food images as the main 5 images in General.

  • Check the venue have a logo uploaded, if not add one



Step 4: Styles and facilities - Check there is at least one style, one facility, one equipment and one event type. If you can find the information add as many types as you can. 


If the listing has none and you cannot find anything from their website please add the below as default. 

  • Style - Should be the same as overall style on general information section

  • Facility - Places of interest, off site and 5 miles distance

  • Equipment - Wifi, 0 cost and 1 quantity 

  • Event type - ‘Meetings’ and ‘conferences’ + ‘Accommodation’ if they have bedrooms as well.  Or for accommodation only venues use ‘Accommodation’ as the type


Step 5: Conference Rooms - Add each meeting space to the venue listing and ensure the overall capacities have been completed. 


The max caps in overall capacities need to be the venue's largest meeting space in theatre style. If they do not have theatre-style capacities please add the venue's largest seated space in the overall capacities instead. 




Step 6: Check the venue has bedrooms turned on and the number of Bedrooms are complete (if applicable). You do not need to add rates.


Step 7: Brands - Ensure the correct Key Group and Ownership is selected, seeking guidance from the Sales.


Step 8: Financials tab - This should already be completed. 


If incomplete, try to find the details on Companies House using the company registration number or name on the sub form. 


Add the info and ensure to ’use these financial details’ is on.  


If you cannot find the details, again add this to your email to the venue ‘Sub Form- Missing Information’. Do not leave the venue listing with a full stop as the registration number!


Step 9 - Admin only 

Check published on the internet and public to all agents - if not check with sales before making any changes.


Step 10 - Completion

If the venue has no missing data assign the ticket to Jenine Clarke and add a private note to say the  ‘Listing is Completed’. The ticket type should be set as ‘SubForm’ and set as Pending


If any information is not complete, please contact the ‘confirmed by’ contact via email. Create a new email in Freshdesk so you don't forward the subform to the client. Set the email to OPEN when sending as it will default to CLOSED


Please use this canned response Sub Form - Missing Information and this under ‘What’s Missing?’ Section. 


Once you have sent your email, copy and paste the email into the user's CRM (History).


Set the email in Freshdesk as 'waiting on customer'. Chase the client if you haven't heard back in two working days using the canned response SubForm - Missing Items From Listing - Chasing Template


After the email has been sent to the venue please add the missing information to the ticket as a private note assign the ticket to Jenine Clarke and set the status as pending.




Jenine/Sarah makes contact and books the training session


If they don't hear back from the client they should send a chasing email using this canned response Chaser onboarding email to venues


If there is no response received within two days Jeine/Sarah will call the venue


Once  training is complete the Sarah/Jenine/Mercedesz emails the agent list to the client and transfers the Fdesk ticket to the account manager as ticket type AM Call 


The account manager then sends an introductory email, using the canned response  Account manager intro call to the client offering an intro call


Acc manager sets status as waiting on customer


If no response use chasing templates - Account manager reviews call chasing email


If still no response then the account manager to phone the client


When the client responds a call is booked and takes place


Once the call is complete the account manager updates the ticket to say the call took place, adds any relevant notes and then closes the ticket.



Paula will take all independent venues and groups of less than 8 venues


Anything that isn't independent with more than 8 venues in the group at point of sale needs to go to Graham