How We Work

Rather than to have a call center take your reservations calls as a simple service, why not hire a company which thinks like you do about your hotel and its guests?  Like you, your hotel’s profitability and your guests’ satisfaction are our sole objectives.

Bishop's Lodge Ranch Resort and Spa

Bishop’s Lodge Ranch Resort & Spa – Santa Fe, NM
Travel Outlook Partner since 2008

Agent background and training:  Travel Outlook seeks to hire agents with hotel experience, and engages the Kennedy Training Network (KTN) to create customized workshops to train them.  KTN training is customized for each of our clients based on their market segment, property type, revenue strategies, company philosophies, and any unique operational needs.  KTN also monitors the results of our training with its innovative “mystery shop” calls.

KTN’s training for our team is highly interactive.  Our agents regularly engage in training games, team activities, role playing, and group exercises, and this provides our agents the training they need to succeed in today’s world of over-informed, multi-tasking callers who have looked at too many choices online.  Training themes are based on the premise that today’s callers have visited sites such as TripAdvisor or perhaps even read a social media posting on a friend’s Facebook wall, and before dialing, they have also researched rates via Online Travel Agency (such as Expedia) sites.  This training helps our agents to use a more conversational and less transactional sales style to engage the caller and to find the “story” behind the call.  Armed with this information, our team goes beyond the “website search support” approach that many hotel reservations agents take, and instead our agents learn to use descriptions that “allure and entice” instead of merely notifying and informing your clients of rates and availability.

Santa Catalina Island

Santa Catalina Island Company – Avalon, CA
Travel Outlook Partner since 2013

We connect directly into your property management system (PMS):  Many voice reservations companies require you to purchase additional booking engine software or book reservations on consignment, adding unnecessary pass-through fees and hindering their ability to achieve the best rate or sell the last available room at your hotel.  It also prohibits the outside reservations company from moving or changing reservations for you, providing the reservations support that is needed from a fully operational reservations department.  At Travel Outlook, we do things a little differently.

We recognize that it is important for our team to have the same resources that your agents have in-house, and to achieve this we customize the method of fulfillment for your hotel.  Often, this includes a remote terminal service connection via our proprietary, PCI-compliant VPN dashboard, which allows our agents to remotely access your property management system and providing access to real-time inventory and rates.  It also allows us to fulfill most (if not all) of standard reservation requests, such as cancellations, reservations changes, and confirmations.  All of these tasks are  included in our fee, and this can allow your front desk team to better address the needs of in-house guests.

In some instances we find that a different solution (such as booking through your existing web booking engine or current GDS provider) better serves your needs. Our Vice-President of Operations will work directly with your own staff or IT provider to determine the best method of fulfillment for your hotel.  In most cases, there is no charge for this service.

Sugar Bay Resort and Spa

Sugar Bay Resort & Spa – St. Thomas, USVI
Travel Outlook Partner since 2011

You pay for performance only:  Our most popular billing method is to charge the hotel only on consumed rooms (or actualized revenue) for reservations we book, similar to how a travel agent is paid.

For example, if we book a reservation for you in May for a guest coming to your hotel in July, we won’t charge you for that reservation until the guest stays with you in July and has checked out.   Our commission is payable on the actual room revenue only you collect from the guest.  If the guest cancels, you owe us nothing for the reservation.   For most clients, we charge no per-minute charges or transaction fees.

Our commission rate is based on the number of reservations calls you send to us:  the greater the call volume, the lower the commission rate.  For reservations that are commissionable to other sources (such as group or travel agent reservations), we offer a discounted commission rate.

In most cases, there are no installation fees.

This billing method is quite popular with our clients, because the costs are completely variable and rise and fall with your hotel’s seasonality.   The amount we charge corresponds to actual room revenue, and this helps to achieve the goal of every hotel manager, which is to reduce fixed costs.

The cost for our service is surprisingly affordable.  Often, our fees are less than what you may be paying to one of the larger hotel reservations call centers, but our level of performance is far higher.

The Travel Outlook offsite reservations solution is unlike any other option in the industry. We are proud to be pioneers by developing a cost-effective, performance-based reservation service solution built from the ground up to maintain your high standards for customer service while generating more revenue and reducing your fixed costs.

For more information on how we can put our unique capabilities to work for your hotel, call us anytime on 844-TRAVELOUTLOOK (844-872-8356) or email us on sales@traveloutlook.com.

Above Images:
Bishop’s Lodge Resort and Spa, Santa Fe, NM. Travel Outlook partner since 2008.
Santa Catalina Island Company, Avalon, CA. Travel Outlook Partner since 2013.
Sugar Bay Resort & Spa, St.Thomas, U.S.Virgin Islands. Travel Outlook Partner since 2011.