Section 5: Executing a Group Booking

💳 What If a Group Booking Has Not Paid?

Sales tracks unpaid bookings daily
If the booking is within 48 hours and there are no payment notes in Resova:
→ Discord Yvette
If the booking is more than 48 hours away:
→ No action needed

☎️ If a Group Calls & Wants to Pay Over the Phone:

✅ Take the payment

✅ Confirmation Calls

Required for bookings with 3+ rooms
Call should be made at least 1–2 days prior

📌 Game day contact info (if different) will be in Resova notes

Purpose:

Build rapport with the game day contact
Confirm attendance (rooms/player count)
Review waiver instructions
Answer store-specific questions (directions, parking, etc.)

🙋‍♀️ If a Group Arrives with More People Than Booked:

8 or fewer per room? No action needed
More than 8 per room and you can accommodate?
- Add extra rooms in Resova
- Do NOT collect payment
No extra rooms available, but can fit them in?
- Clearly explain this is an exception
- Find a creative solution if possible

⏰ If a Group Is Late:

Treat like a regular booking:

Offer a shortened experience, or
Let them know they can contact the Sales Team to reschedule

➕➖ If a Group Adds or Cancels a Room on Arrival:

To Add a Room:

Add it in Resova
Do NOT collect payment
Discord Yvette:

"Group Name – added 1 room"

To Cancel a Room:

Do not delete the room
Discord Yvette:

"Group Name – cancelled 1 room"

📝 Paper Waivers

Collect all paper waivers
Store in a designated box for 1 year
Do NOT upload them into Resova

💵 If a Group Brings a Check

Add a note in Resova:

"Group Name – brought check on game day"
Discord Yvette:

"Group Name – brought check on game day"
Mail check to the appropriate address:

Operating Stores:
Breakout Operating, LLC
Attn: John Foster
PO BOX 1627
Lexington, KY 40588

Legacy Stores:
Orange Consulting
Attn: Christina Stone Champion
PO BOX 550
Lexington, KY 40588