THE PERFECT SELL OUT
How Employee Engagement Plays A Key Role
As the busy travel season draws near its end, so too does the advent of last-minute bookings. Walk-ins and last-minute bookings at hotels remain the trend which is why a great hotelier should know how best to cater to guests that make their reservations on the spur of the moment as the best holiday deals come in.
We’re all aware that taking care of guests with warmth and genuine hospitality is the most important thing a staff member does as this has the greatest impact on guest ratings on sites like TripAdvisor. Which is why your reservation agents are pivotal in securing last-minute bookings. But how can you get your team to execute on potential reservations that arrive at the eleventh hour?
The key is employee engagement
This is particularly true of less experienced staff members who need to feel valued in the workplace. In a recent article on professional development by the Harvard Extension School, it was found that compensation plays a key part, but employers need to consider a “holistic approach” which can include “investing in training and providing the resources for personal development” to reach a better level of engagement.
The key is employee engagement
This is particularly true of less experienced staff members who need to feel valued in the workplace. In a recent article on professional development by the Harvard Extension School, it was found that compensation plays a key part, but employers need to consider a “holistic approach” which can include “investing in training and providing the resources for personal development” to reach a better level of engagement.
Pro-Tip
Since last-minute reservations, including walk-ins, can be the most profitable business a hotel can have, it makes sense to have your reservations team remain motivated to close every person who books at the last minute. Create the killer sales instinct by offering a commission on last-minute reservations, and by training them on the best way to close the deal.
Your employees finding their place within the group can also help out a lot for the bottom line. The perfect sell-out can be achieved when hotel specialists perform as a team as well as being compensated for an excellent performance. For best results, make sure that reservation agents are primed and ready to close the sale either face-to-face or over the phone. No one else in the hotel can close this business and it’s the best way to rent those final rooms that can make the perfect fit.
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John Smallwood, President |
About John Smallwood, President of Travel Outlook
A veteran in the hospitality industry, John has owned, developed, and managed hotels for many years. After earning a BBA from New Mexico State University, he started his career with AT&T, gaining invaluable insight and experience in the early years of the data revolution. His experience in technology and hospitality merged in his development of Travel Outlook, the world-class hospitality contact center. More recently, he has branched out with the creation of ExpressRez, the premier contact center for the Bed and Breakfast industry, and with the creation of Annette, the first AI-powered voice bot for the hotel industry. |
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About Travel Outlook
Given its progressive approach to the voice channel – in terms of performance, training, transparency, testing and the tools used to measure performance – Travel Outlook Premium Hotel Call Center has become the premier voice reservations team in hospitality. Travel Outlook’s valued client list includes Viceroy Hotel Group, Outrigger, KSL Resorts, Proper Hospitality Group, Pacific Hospitality Group, Highgate Hotels, The Irvine Company, Catalina Island and many others. Travel Outlook’s team and approach increases sales conversion and helps to create more effective voice communication between hotels and their guests, resulting in improved social scores in addition to increased voice channel revenue. For more information, visit www.traveloutlook.com. |
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About Annette™, The Virtual Hotel Agent™:
Annette is an AI powered virtual call center agent that represents the next generation of voice bots designed specifically for the Hospitality industry. Annette has been programmed using a breakthrough approach to voice bots, a system built from human conversations. Using social media, chat forums, and movie dialogue, Annette learns from billions of casual human conversations to understand human inflections and multi-turn queries. This revolutionary approach means Annette understands callers no matter what they say, when they say it, or how they speak. Annette can answer FAQs specific to your property, understand multiple languages, route calls, send follow up texts, and more. |
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