HOTEL CALL CENTER
FREQUENTLY ASKED QUESTIONS
We’ve compiled this list of questions we are often asked to help you navigate the unique way we do business and how, specifically, it will help you. If you don’t see your question in this list, please contact us so that we may get you an answer right away. We look forward to listening to your particular call center challenges and providing you with workable solutions.
Travel Outlook is a 24/7/365 reservation service. Our Customer Care department is available around the clock to assist with your concerns. Additionally, you will be assigned a specific Client Services specialist that will work directly with you on any needs and will ensure a prompt response and resolution.
Real-time access to information is the key to our success here. Since Travel Outlook Premium Hotel Call Center has seamless access to your rates and inventory, we’re able to completely customize our services and take care of your repeat guests and VIPs in exactly the same way you would at the hotel.
Because Travel Outlook is set up as a discrete channel via your CRS or PMS, our team always has real-time information about your hotel’s rates and availability as it is updated by the hotel. That means there is no other system that you need to manage. In most cases, you can use this same system to update our team directly with property information, such as policies, selling points and locale descriptions. To augment this, Travel Outlook also creates an individual property portal for its Reservations Specialists that contains additional information about your hotel that is not available in your distribution system. We have a full team of Client Services Specialists that will work with you to ensure it is built to your satisfaction and updated as needed to reflect any changes.
Each month, Travel Outlook will deliver a call efficiency report which provides a breakdown of how incoming calls were handled, detailing how many calls were sent to us, how long on average calls were in the queue before answered, and how long the guests were on the phone with our Reservations Specialists. Our wait and hold times rank among the lowest in the industry, with an average hold time of less than 30 seconds per call and an average net abandonment rate of less than 3%.
Absolutely. We will create a custom commercial-on-hold and voicemail greeting for your hotel, and our Reservations Specialists will use your approved, branded greeting when answering your calls. The call transfer process is direct into our management system with no tell-tale beeps or transfer noises. If you have your own ACD (automated call distribution system), you can often direct your callers directly to Travel Outlook staff with the same number of phone keystrokes as you would to transfer the call to your own internal staff.
Travel Outlook will provide a unilateral Non-Disclosure Agreement (NDA) which protects all sensitive information regarding your hotel. The NDA guarantees that any information Travel Outlook learns (either through its system connection or through verbal or written communication with your staff) will be held in confidence. Travel Outlook has a long, successful history of working with multiple properties that operate in the same marketplace, and as an integral part of your business we take this responsibility seriously.
All Travel Outlook Reservations Specialists undergo a rigorous screening process prior to joining the Travel Outlook team of reservation Specialists. This includes nationwide criminal background checks and company-option drug testing. All staff members sign a 51- point security policy agreement that spells out in detail the company’s as well as their individual responsibilities regarding your client information.
In addition, Travel Outlook maintains a $ 2,000,000 cyber-liability policy.
Travel Outlook partners with Forbes Travel Guide and the Kennedy Training Network (KTN) to create customized training workshops for our Reservations Specialists. The Travel Outlook training program is built specifically for each of our clients based on market segment, property type, revenue strategies, company philosophies, and any unique operational needs. Our approach understands that callers have visited TripAdvisor or a similar social media site, have read one or more postings about the property, and before dialing have also researched rates on an online travel agency site such as Expedia. With this understanding, our Reservations Specialists use a more conversational and less transactional sales style to engage the caller and to find the “story” behind the call. Both Forbes Travel Guide and KTN monitor the results of our training with its mystery shop calls.
Using our own online Learning Management System, our Reservations Specialists regularly engage in ongoing training, coaching and quality adherence reviews. This includes role playing, live call shadowing, group exercises, and ongoing evaluations and performance review sessions with our Quality Assurance Specialists. Our highly skilled team individualizes each interactive session with the specific needs of the client in mind. This innovative training model provides our Reservations Specialists the training and support needed to succeed in today’s world of over-informed, multi-tasking callers with numerous online booking choices. Reservations Specialists learn to use descriptions that allure and entice instead of merely notifying and informing your guests of rates and availability.
One of the unique qualities of the Travel Outlook hotel call center solution is that many of our reservation Reservations Specialists are located near our major hotel clients. These local Reservations Specialists can visit your hotel while they complete full training on your property.