Hotel Call Center Services
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.
Travel Outlook seeks to hire the best candidates for Reservations Specialist positions 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 Reservations Specialists regularly engage in training games, team activities, role playing, and group exercises, and this provides our Reservations Specialists 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 Reservations Specialists 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 Specialists take, and instead our Reservations Specialists learn to use descriptions that “allure and entice” instead of merely notifying and informing your clients of rates and availability.
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 Reservations Specialists have in-house, and to achieve this we customize the method of fulfillment for your hotel. 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. We 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.
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 exacting standards for customer service, while generating more revenue and reducing your fixed costs.