Why the First Touch Point Sets
the Tone for Your Brand

In a digital age, when a potential guest picks up the phone to make a reservation, they expect a personal touch on the other end. Chances are, they’ve exhausted all digital booking avenues and are seeking true customer service by a trained professional.

The consequences of not having a professional call center backing your reservation department could be detrimental to your business. Additionally, the benefits of having a trained call center serve your business could take it to new heights. Having a professional call center with highly trained agents who know the ins and outs of your business will not only increase sales conversions, but help define your brand’s image, and increase revenue through upselling.

Add a Personal Touch


Doug Kennedy, President Kennedy Training Network

In an increasingly digital world, a personal touch goes a long way. A friendly, helpful, and informative voice on the other end of the line is just what it takes to turn a curious caller into a repeat customer. While there is no denying the power of a strong online presence, many customers frequently use several communication channels.

According to Doug Kennedy, President of the Kennedy Training Network, “voice has become a forgotten revenue channel. Most distribution leaders have failed to recognize the interplay of voice and online bookings.

The irony of the hospitality industry is that guests are looking for genuine hospitality, not a generic response off a call sheet. The definition of hospitality is the friendly reception and treatment of guests or strangers. True hospitality not only involves the friendly treatment of your potential guests, but knowing their needs and desires and having the ability to fulfill them. A properly trained call center agent will know the particulars of your business and be able to match them with the needs of callers.

Convert Calls to Reservations

An outsourced call center supporting your reservation department will have a significant impact on your hotel’s ability to book reservations. Professionally trained call center agents, like those certified by the Kennedy Training Network, go the extra mile to understand your brand’s identity and, in turn, will have the tools to convert calls to reservations by selling clients on the uniqueness of your hotel and your brand. Additionally, a well-trained call center agent can discern the purpose of travel for each client and sell them on packages that meet their specific needs.

Build a Professional Brand Image

The way you welcome guests over the phone can set the stage for your brand’s reputation.

As the first point of contact for your brand, your reservation department can be a powerful branding tool for your business. For instance, a warm welcome of the line can help define your brand as such. Alternatively, if your reservation department is stretched thin and not backed by a professional call center, your brand’s image may suffer. Ultimately, first impressions set the tone for your guest’s entire experience with your brand. So, your call center will have a profound impact on the hotel’s reputation.

Increase Your Revenue Through Upselling

As previously mentioned, a well-trained call center agent can discern the purpose of travel for each potential guest and sell them on packages that meet their specific needs. Each caller may be traveling for a different purpose. Whether they are traveling for business, a family vacation or anything in between, a properly trained call center agent will be able to capitalize on the uniqueness of each client’s travel needs.

According to John Smallwood, President of Travel Outlook:

A trusted professional call center will work tirelessly to form bespoke partnerships with its hotel partners that allow call center agents to become intimately familiar with each hotel. So, a well-trained call center agent will be wholly aware of your hotel’s unique offerings, both seasonal and permanent fixtures, and match them to the needs of each caller. By selling unique offerings, call center agents sell a better value verse a better price, which will increase your hotel’s revenue.

Whether you’re a large hotel management company or a boutique hotel hoping to generate new business through voice channel optimization, a premium call center will go the extra mile to represent your business when it matters.

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About Travel Outlook The Premier Hotel Call Center™

Given its progressive approach to the voice channel – in terms of performance, training, transparency, testing and the tools used to measure performance – Travel Outlook, The Premier Hotel Call Center™ is the leading voice reservations team in hospitality. Travel Outlook’s valued client list includes Viceroy Hotel Group, Curator Hotels and Resorts, Outrigger, KSL Resorts, Proper Hospitality Group, Atlantis, The Irvine Company, Catalina Island, Sage Hospitality, Noble House Hotels, HEI Hotels, EOS Hospitality, Pyramid Global, 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.

About Annette™, The Virtual Hotel Agent™:

Annette is a guest-led conversational AI assistant designed specifically for the hospitality industry. Annette has been programmed using a breakthrough approach to conversational AI, using natural language understanding software 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. For more information, visit


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