Independent luxury resorts are some of the most carefully run operations in hospitality. Their group sales process is often the exception.

When a group inquiry comes in, the clock starts. The information needed to respond well — account history, past groups, the right context — is scattered across systems that don't talk to each other. The response quality depends on who's available. Groups don't wait.

This is a quiet, expensive problem. And it's what Pillar is focused on.

We're mapping the inquiry-to-proposal workflow across a small group of independent luxury properties on the US West Coast — tracing exactly where the gap between inquiry and proposal costs time and revenue. We'll share what we find with everyone who contributes.

If you work in group sales and this sounds familiar, we'd like to hear how it plays out at your property.