BLACK MARIGOLD™ is the New, Innovative Hotel Industry Software Dramatically Increasing Hotel Revenue
BLACK MARIGOLD is Travel Outlook’s new, surprisingly affordable CRM-connection software that fills a vital gap in current hotel industry software capabilities. It effectively combines guest communications, reservation sales, quality management, workforce optimization, analytics and business intelligence in one platform, simplifying guest communications for hotels and resorts. With this organized and efficient approach, plus the excellent reporting capabilities the tool has, the hotel revenue of those that use it receives a significant boost. From the agent desktop, teams manage communications, access integrated hospitality systems, handle reservation workflows, and receive support from the platform’s operational intelligence. Your agents will spend less time navigating systems and more time helping guests and generating business.
With cloud-based delivery, SaaS, APIs, and software integration capabilities, BLACK MARIGOLD™ will become the intelligent communications layer connecting your guest-service operation with the technology behind your business. All this from Travel Outlook, the Forbes-certified hotel call center company.
Key capabilities of BLACK MARIGOLD™ include:
- Reservation sales and agent tools, including intelligent call routing and reservation workflows.
- Speech and conversation analytics, including AI-assisted interaction review.
- Quality management and agent coaching for greater visibility into guest interactions and service performance.
- Workforce management and forecasting to support staffing and operational efficiency.
- Real-time performance monitoring across service levels, productivity, reservation conversion and guest experience.
- Business intelligence and reporting to measure operational and revenue performance.
Here’s How BLACK MARIGOLD™ Turns Guest Interactions Into Increased Revenue
Travel Outlook understands that every guest interaction is an opportunity that has the potential to end in a win-win for both the guest and the hotel. Guests need actionable, specific information about a hotel or resort that perfectly suits their needs. Hotels need easy-to-implement ways to increase profits. BLACK MARIGOLD™ hotel industry software gives hospitality organizations the technology to make both happen. It will manage, monitor, and optimize every interaction, from the initial inquiry to the reservation and even beyond. The result is a smarter, more connected approach to hospitality communications.
BLACK MARIGOLD™ complements a hotel’s existing CRM, with special tools when connecting with Ascent360, bringing CRM intelligence into the reservation-agent workflow for incredible results.
BLACK MARIGOLD™ Hotel Industry Software Identifies Opportunities in Real Time During a Reservation Call
One of the most powerful capabilities of BLACK MARIGOLD™ is its ability to identify potential sales opportunities during the conversation, not after it ends. As an agent speaks with a guest, BLACK MARIGOLD™ identifies necessary and useful information to assist in upselling and signals the additional business opportunity to the agent. It’s not uncommon for guests to call with one question and realize during the call they have more questions or entirely different questions.
See which interactions generate opportunities, which opportunities become reservations, and where your team can improve the path from inquiry to booking for: more visibility, better decisions, and more opportunities captured.
This Hotel Industry Software will help your team:
- Recognize sales opportunities as they emerge
- Alert agents to potential opportunities
- Capture prospect information
- Identify opportunities for future reservations and additional business
- Track leads and opportunities through the sales process
- Connect lead activity with reservation activity
- Measure conversion and revenue performance
Make Your Existing CRM More Valuable
Here are just a few of BLACK MARIGOLD’s unique benefits:
- Interfaces with virtually any marketing CRM.
- Connects contact-center interactions with existing customer records.
- Captures newly identified prospects and opportunities.
- Transfers lead information into existing marketing workflows.
- Supports targeted follow-up and marketing campaigns.
- Connects reservation activity with prospect and customer data.
- Provides greater visibility into the customer journey.
- Reduces information silos between marketing, reservations, and the contact center.
BLACK MARIGOLD™ Reduces Abandoned Calls and Missed Opportunities
A missed call can mean a missed reservation. BLACK MARIGOLD™ hotel industry software provides the tools to manage inbound communications, monitor contact-center performance, measure service levels, and identify operational issues that can affect the guest experience and revenue. How? Real-time dashboards and performance monitoring reports give managers visibility into what is happening across the operation so they can respond quickly when service levels or performance begin to change.
Here’s How BLACK MARIGOLD™ Improves Guest Satisfaction
Instead of relying solely on random call reviews, BLACK MARIGOLD™ helps your organization identify trends, opportunities, and quality concerns across the contact center. BLACK MARIGOLD™ gives your organization a comprehensive view of guest interactions across voice, SMS, email, web chat, and other digital channels so you can know exactly what is working and what isn’t in order to make changes and reap the rewards.
The Quality Management platform provides call recording, speech and conversation analytics, AI-assisted interaction review, agent coaching, quality monitoring, compliance documentation, and customer-experience measurement.
You’ll Be Able to Monitor:
- Agent productivity
- Service levels
- Workforce performance
- Staffing requirements
- Guest experience
- Reservation conversion
- Contact-center performance
- Quality trends
- Operational and financial metrics
The platform provides dashboards, reporting, forecasting, business intelligence, and workforce optimization tools to help management make better-informed operational decisions.
Book a call with Travel Outlook founder, John Smallwood, for your live demonstration today.
