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Santa
Fe, NM – March 2021 / Newsmaker Alert / Travel
Outlook Premium Hotel Call Center is expanding its alliance with Viceroy
Hotels & Resorts, which offers personalized management of incoming
voice calls for all 13 properties in the current Viceroy portfolio. Opening
early 2021, Viceroy’s newest ski-in, ski-out luxury mountain resort, Viceroy
Kopaonik Serbia is also set to use Travel Outlook following an immersive
onboarding process.
As
a global luxury brand, Viceroy values a call center that can set the tone
for an incredible visit to the hotel through every voice channel conversation.
To meet this challenge, Travel Outlook deploys a team of agents with hospitality
experience trained in sales by the Kennedy Training Network. Prior to going
live, all agents participate in a virtual familiarization tour to present
each property accurately and to ensure effective communication with Viceroy’s
valued guests.
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“One
critical aspect we evaluated was Travel Outlook’s proficiency in fostering
a cross-selling culture,” remarked Scott Muety, Vice President of Revenue
Management for Viceroy Hotels & Resorts. “With all of our properties
offering a one-of-kind experience, we want guests to be aware of all that
our brand has to offer right from the start of any pre-arrival interaction.
One example of where this has become vital is for our four San Francisco
properties: Hotel Emblem, Hotel Zelos, Hotel Zeppelin and Hotel Zetta.
Each offers a unique experience, so it’s important that our reservationists
build a strong rapport with the customer and discern their purpose of travel
to then align the guest with the best possible property which will ultimately
lead to the most satisfying onsite experience.”
Aside
from the hospitality-specific training given to all agents, Travel Outlook
also distinguishes itself from other call centers by developing and maintaining
bespoke partnerships with all its hotel partners. This high level of engagement
often means regular meetings with each property during the onboarding process
and spending time with onsite teams to ensure the brand value is upheld.
Specific
to the COVID-19 pandemic, Travel Outlook worked closely with Viceroy so
that cancellations in Spring 2020 were handled empathically and with clear
communication of each hotel’s flexible rebooking policy, to ensure Viceroy
continues to be the brand of choice when safer travel conditions emerge.
Travel
Outlook values its longstanding partnership with Viceroy Hotels & Resorts
and is poised to expand this relationship for Viceroy’s upcoming properties
in Algarve, Portugal and Bocas Del Toro, Panama.
About
Travel Outlook Premium Hotel Call Center
Given
its progressive approach to the voice channel – in terms of performance,
training, transparency, testing and the tools used to measure performance
– Travel Outlook Premium Hotel
Call Center has become the premier voice reservations team in hospitality.
Travel Outlook’s valued client list includes Viceroy Hotel Group, Outrigger,
KSL Resorts, Pacific Hospitality Group, Highgate Hotels, Columbia Hospitality,
The Irvine Company, Catalina Island and many others. Travel Outlook’s (www.TravelOutlook.com)
team and approach increases sales conversion and helps to create more effective
voice communication between hotels and their guests, resulting in improved
social scores in addition to increased voice channel revenue.
About
Viceroy Hotels & Resorts
Viceroy
Hotels & Resorts inspires travelers with one-of-a-kind, authentic
experiences that bring together provocative design and intuitive service.
Dynamic destinations are at the core of the Viceroy guest experience, and
to better serve travelers the brand has established three unique hotel
categories consisting of the Icon
Collection composed of unparalleled properties furnishing lavish experiences,
the Lifestyle
Series offering energizing stays in vibrant locales, and Urban
Retreats based in bold, eccentric cities. Viceroy’s portfolio of hotels
and resorts can be found in a diverse array of breathtaking and inspiring
destinations, including Los Cabos, Santa Monica, Chicago, Beverly Hills,
Riviera Maya, Snowmass, San Francisco, Washington D.C. and St. Lucia. The
brand recently expanded to D.C. with the opening of the Viceroy Washington
DC and Hotel Zena (Washington D.C.). Viceroy will also grow its international
portfolio with the opening of Viceroy Kopaonik Serbia in early 2021 and
the 2022 openings in Portugal’s Algarve and Panama’s Bocas Del Toro.
Viceroy
is a member of the Global Hotel Alliance (GHA) DISCOVERY, a unique loyalty
program offering exclusive benefits and experiences to its members at over
500 hotels around the world. For more information, visit www.ViceroyHotelsAndResorts.com.
Follow Viceroy on Facebook
and Instagram.
For
More Information:
John
Smallwood, CEO
Travel
Outlook Premium Hotel Call Center
Mobile:
505-470-3241
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Media
Contact:
Raul
Vega, President
LEVEL
5 Hospitality
www.LEVEL5hospitality.com
Mobile:
954-817-6371
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