Hotel Call Center Services FAQs
Q. What training does Travel Outlook Premium Hotel Call Center Reservations Specialists receive?
A. Travel Outlook engages the Kennedy Training Network (KTN) to create customized training workshops for our Reservations Specialists. KTN training is customized for each of our clients based on market segment, property type, revenue strategies, company philosophies, and any unique operational needs. KTN’s 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. KTN also monitors the results of our training with its mystery shop calls.
Our Reservations Specialists regularly engage in ongoing training, which includes Lesson.ly (a team learning virtual platform), role playing, live call shadowing, group exercises and evaluations. Our highly skilled training team individualizes each interactive session with the specific needs of the client in mind. This innovative training model provides our Reservations Specialists the training needed to succeed in today’s world of over-informed, multi-tasking callers with numerous online booking choices. Our 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.
Q. What additional Best Practices are in place to ensure the safety and security of our guest information?
A. All Travel Outlook Reservations Specialists undergo a rigorous screening process prior to joining the Travel Outlook team of reservation Specialists. This includes nationwide criminal and financial 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 $1,000,000 cyber-liability policy.
Q. How do I know that my internal marketing information and performance data is private and secure from my competitors?
A. 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 property management 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.
Q. Is the Travel Outlook Premium Hotel Call Center solution 100% private label for our guests?
A. 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.
Q. As a client of Travel Outlook Premium Hotel Call Center, how do I know that my calls are being answered efficiently without long delays?
A. Each month, Travel Outlook will deliver a call efficiency report which provides a day-by-day breakdown of how incoming calls were handled, detailing how many calls were sent to us, how long each call was in the queue before it was answered, and how long the client was on the phone with our Reservations Specialist. Our wait and hold times rank among the lowest in the industry, with an average hold time of less than 30 seconds per call. On average, 80% of calls are answered with no hold time at all.
Q. How does Travel Outlook stay updated with your hotel’s rates, availability, and policies?
A. Because of Travel Outlook’s direct connection into your property inventory, our team always has real-time information about your hotel’s rates and availability, so as soon as new rates are loaded in your PMS, the Travel Outlook team will have immediate access to those rates. There is no other system that you need to manage. In addition, Travel Outlook creates a virtual dashboard for it Reservations Specialists for your hotel that contains your hotel’s most current information regarding policies and procedures, incoming group information, VIP lists, and other critical information.
Q. How does Travel Outlook manage our repeat guests and VIP clientele?
A. 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 are 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.
Q. What if we have an issue or concern that we need addressed immediately?
A. Travel Outlook is a 24/7/365 reservation service. Our Customer Care department is available around the clock to assist with your concerns. Your team will also have the mobile numbers and email addresses for our regional and corporate management staff.
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