Fe, NM – April 2021 / Newsmaker Alert / In a digital age, when a potential
guest picks up the phone to make a reservation, they expect a personal
touch on the other end. Chances are, they’ve exhausted all digital booking
avenues and are seeking true customer service by a trained professional.
consequences of not having a professional call center backing your reservation
department could be detrimental to your business. Additionally, the benefits
of having a trained call center serve your business could take it to new
heights. Having a professional call center with highly trained agents who
know the ins and outs of your business will not only increase sales conversions,
but help define your brand’s image, and increase revenue through upselling.
Add a Personal
an increasingly digital world, a personal touch goes a long way. A friendly,
helpful, and informative voice on the other end of the line is just what
it takes to turn a curious caller into a repeat customer. While there is
no denying the power of a strong online presence, many customers frequently
use several communication channels.
to Doug Kennedy, President of the Kennedy Training Network, “voice
has become a forgotten revenue channel. Most distribution leaders have
failed to recognize the interplay of voice and online bookings.”
irony of the hospitality industry is that guests are looking for genuine
hospitality, not a generic response off a call sheet. The definition of
hospitality is the friendly reception and treatment of guests or strangers.
True hospitality not only involves the friendly treatment of your potential
guests but knowing their needs and desires and having the ability to fulfill
them. A properly trained call center agent will know the particulars of
your business and be able to match them with the needs of callers.
outsourced call center supporting your reservation department will have
a significant impact on your hotel’s ability to book reservations. Professionally
trained call center agents, like those certified
by the Kennedy Training Network, go the extra mile to understand your
brand’s identity and, in turn, will have the tools to convert calls to
reservations by selling clients on the uniqueness of your hotel and your
brand. Additionally, a well-trained call center agent can discern the purpose
of travel for each client and sell them on packages that meet their specific
Build a Professional
the first point of contact for your brand, your reservation department
can be a powerful branding tool for your business. For instance, a
warm welcome of the line can help define your brand as such. Alternatively,
if your reservation department is stretched thin and not backed by a professional
call center, your brand’s image may suffer. Ultimately, first-impressions
set the tone for your guest’s entire experience with your brand. So, your
call center will have a profound impact on the hotel’s reputation.
Revenue Through Upselling
previously mentioned, a well-trained call center agent can discern the
purpose of travel for each potential guest and sell them on packages that
meet their specific needs. Each caller may be traveling for a different
purpose. Whether they are traveling for business, a family vacation, or
anything in between, a properly trained call center agent will be able
to capitalize on the uniqueness of each client’s travel needs.
to John Smallwood, President of Travel Outlook, “A trusted professional
call center will work tirelessly to form bespoke partnerships with its
hotel partners that allow call center agents to become intimately familiar
with each hotel. So, a well-trained call center agent will be wholly aware
of your hotel’s unique offerings, both seasonal and permanent fixtures,
and match them to the needs of each caller. By selling unique offerings,
call center agents sell a better value verse a better price, which will
increase your hotel’s revenue.”
you’re a large hotel management company or a boutique hotel hoping to generate
new business through voice channel optimization, a premium call center
will go the extra mile to represent your business when it matters.
addition to the unique use of world-class call center technology, Travel
is the only call center certified by Kennedy Training Network, the hotel
industry’s best source for sales training and guest service excellence.
Its luxury call team is tested by Forbes and Kennedy each month. Travel
Outlook’s clients include many of the world’s finest hotels and resorts.
Outlook Premium Hotel Call Center
Previous Release: Travel
Outlook Celebrates 10th Anniversary as the Only Hotel Call Center Certified
by Kennedy Training Network (04/06/21)