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Santa
Fe, NM – January 2021 / Newsmaker Alert / As we move forward positively
into 2021, the hospitality industry is rethinking its strategies. A main
priority will be to carefully review how bookings are made, and the cost
associated with each booking method. Now is the time to ensure
bookings made through your voice channel are always made promptly,
professionally, and profitably.
Hotels
and the bottom line
Missing
bookings can dramatically affect a hotel’s bottom line, especially when
the reservation opportunity was a direct booking through the hotel’s voice
channel, the second-most profitable booking channels for hotels.
Since
answering voice channel calls is so critical - particularly at a time when
hotel occupancy can be severely affected by travel restrictions and local
regulations|–|many
hotels
are turning to outsourcing to ensure their rooms can be booked, especially
as staffing levels are reduced.
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According
to Scott Meldrum, CHDM, CRME, and Founder, Principal Strategist at Digitality
(Digital Hospitality Solutions), “Travelers are using digital channels
to explore, plan and find deals day and night. As such, hotels often get
booking inquiry calls in the late-night hours or on weekends, meaning that
a 365/24/7 hotel call center might be more relevant than ever.”
Outsourcing
is well-known as a cost-saving approach, but often senior executives believe
it doesn’t apply to their hotels. But other hotel owners see that there
are many reasons to consider outsourcing, especially to help them weather
the current norm. This includes:
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Increasing
revenues especially in the form of (otherwise) missed calls.
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Cutting
the fixed costs associated with staffing a reservations team, including
training.
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Keeping
front office staff focused on the needs of in-house guests, rather than
multi-tasking.
“There’s
more,” said John Smallwood, CEO of Travel Outlook.
“Getting
an outsourced call center can be a real advantage at a time of heightened
public safety protocols. With fewer onsite employees, your hotel has less
potential for an outbreak that would otherwise comprise the health and
safety of guests and employees, alike.”
Personalization
matters more than ever
As
the travel industry tries to recover from some of the largest losses since
the financial crisis in 2008, any loss of business can be especially difficult,
so your client’s first introduction to your hotel should result in a confirmed
booking. This means focusing on the conversation and making sure that your
voice channel|—|by
way of a highly trained call center agent|—|can
provide the all-important personal touch that can turn
a lead into a valuable direct booking.
Providing
unique and personal experiences during the sales process forms the basis
of a solid voice channel strategy. With the right call center, your guests
will get to know your hotel’s unique benefits or offers. Professionally
trained call center agents can entice travelers through a storytelling
approach and tailor their travel experience to ultimately convert them
into guests.
“This
is where a call center team can play a vital role in bridging the personalization
gap.” Travel Outlook CEO John Smallwood says, “When call-center agents
are trained to understand each caller’s ‘story’, it allows them to quickly
identify where each caller is in their travel journey and decision-making
process.”
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It
is important to note, though, that personalization extends beyond the services,
amenities, and experiences guests may be seeking when staying at a hotel.
With travel planning centered around spring break for the kids, or the
family summer vacation, travelers need the assurance that they’re going
to be safe. Speaking to a thoughtful call center agent can provide that
reassurance more effectively than a chatbot or a notice on your website.
The
time is now
Hotels
often do not know how much revenue they’re missing because they don’t know
the impact an independent hotel call center can make. Hotels may be willing
to put off investing in an outsourced call center, now. However, delaying
this decision can be costly as hoteliers run the risk of losing revenue
with every call that goes unanswered. Investing today in an outsourced
call center ensures that your next incoming call is also your next satisfied
guest.
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About
Travel Outlook Premium Hotel Call Center
In
addition to the unique use of world-class call center technology, Travel
Outlook 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.
Media
Contact:
Raul
Vega
LEVEL
5 Hospitality
www.LEVEL5hospitality.com
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