WARM WELCOMES AND FOND FAREWELLS
How to Significantly Impact Your Hotel’s Reputation and Revenue
A potential guest calls your hotel to make a booking inquiry. How do you increase the odds of converting that lead? There’s one way you can swing the odds dramatically in your favor: by having that call answered by a highly trained hotel call center specialist.
With expert training, a reservation specialist can boost bookings, increase guest satisfaction levels, and deal skillfully with service recovery. All of which can have a dramatic impact on a hotel’s reputation and revenue.
A recent Forbes article outlines the best practices to apply when educating employees in great customer service. One point that leaps out is the value of offering “warm welcomes and fond farewells”, which relates to the tendency for people to disproportionately judge an encounter based on the start and end of the experience.
Applied to a booking inquiry over the phone, this means that making a great first and last impression will have a profound impact on a customer’s overall impression of your hotel. But what other benefits can a professionally trained call center agent offer?
Boost bookings with expert hotel call center agents
As the only call center certified by the Kennedy Training Network (KTN), Travel Outlook trains its call center reservations specialist using the highly effective and specific sales system developed by KTN. Following a rigorous certification process, agents have developed a new set of invaluable skills, which in turn can deliver substantial benefits for hotels.
*Making a Good First Impression! Creating Moments of Truth Everyday!
Instead of sticking to a template script, each agent learns how to take a personalized approach to every customer. They become adept at understanding each guest’s unique story and discover how to identify their place in their buying journey. By learning how to nurture a warm and conversational tone with callers, agents can drive engagement and increase conversions.
As a result of this training, and the right technology, 90% of calls are answered within 30 seconds. 65% of the qualified reservations calls received by agents are successfully converted to a booking. And call abandonment, less than 5%. This all positively impacts the hotel’s revenues.
Ultimately, highly trained hotel call center agents can help hotels turn more leads into bookings, boost revenue, and deliver more satisfying experiences for each and every guest.
Learn more from the only call center certified by the Kennedy Training Network.
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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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