Outsource Hotel Reservation Service Without Sacrificing Personal Touch |

There are ways to outsource your reservation service that allow your current employees to focus on customers and increase your sales as well.

By John Smallwood, CEO of Travel Outlook – 6.3.2021

As a hotelier and business owner, it can be difficult to let go of some aspects of your business. After all, it’s hard enough to find hard-working employees who care about your business like theirs, let alone contract workers.

Outsourcing usually has a negative connotation surrounding it. When people think of outsourcing, they think of cookie-cutter call scripts, remote call center agents, and long wait times accompanied by foul-smelling elevator music. . Turns out there are ways to outsource your reservation service that allow your current employees to focus on customers and increase your sales as well.

After years of hesitation and skepticism about the effectiveness of outsourcing a hotel reservation service, I have seen more and more hoteliers move to a fully outsourced call center as a main or overflow reservation service. Since then, I have discovered a plethora of benefits, which I have detailed below.

Trust only trained professionals

Not all call centers are created equal. When looking for the right call center for your hotel, look for call centers whose agents are trained by the best in the business: the Kennedy Training Network (KTN) teaches its agents effective selling (and closing) techniques they use on every call.

The advantage for hoteliers? A properly trained call center will help improve your property’s sales conversion with a higher daily rate while increasing voice channel revenue and overall customer satisfaction.

Five-star standards and compliance research

If you’re looking to outsource your reservation service, you’ll want to make sure you have more sources of information than the call center itself.

Premium hotel call centers are tested monthly by Forbes and the Kennedy Training Network. Third-party testing ensures that every call answered is of the same professional quality.

Find a call center that will increase your occupancy rate

A properly trained call center will close up to 70% of qualified reservation calls to help keep your hotel full, even out of season.

Qualified call center agents take the time to familiarize themselves with the inner workings of your hotel, so they can help you sell your property using your best amenities and features.

A well-trained call center will increase your bottom line

A few years ago, it was widely believed that reservations would continue to go entirely online. Then something interesting happened, the online reservation market became oversaturated. There are now dozens of channels to book online, and almost every one of them has a different rate.

With third-party providers often outperforming properties on Google and other search engines, it’s hard for customers to know if the rate they’re seeing is the best available, so more and more customers pick up the phone and themselves call the properties.

When customers call, make sure you have trained and helpful experts on the other end of the line, ready to turn the calls into income.

Find a call center that will add a personal touch to your voice channel, without taking it away.

Adding call center agents who go the extra mile to get to know your business adds a personal touch to your voice channel that will keep customers coming back to your properties.

In an increasingly digital world, it pays to add a personal touch to your business. When that personal touch is combined with the Kennedy Training Network’s knowledge base, it turns calls into bookings at a high rate.

Additionally, adding a personal touch with a kind, knowledgeable voice on the other end of your reservation line will positively impact your brand and help shape your brand identity. After all, you only get a first impression.

Maintaining an appropriate voice channel through a trusted and reputable outsourced call center like Travel Outlook will help you increase your daily rate, increase occupancy, and increase your net operating income. Plus, properly trained call center agents will add a personal touch to your business when it matters most and build your brand around a reputation for professionalism and service.

John Smallwood is CEO of Premium Travel Outlook Reservations Call Center. In addition to the unique use of world-class call center technology, Travel Outlook is the only call center certified by Kennedy Training Network, the hospitality industry’s premier source for sales training and customer service. excellence in customer service. Its luxury call team is tested by Forbes and Kennedy every month. Travel Outlook clients include many of the world’s best hotels and resorts, including Viceroy Hotel Group, Outrigger, KSL Resorts, Proper
Hospitality Group, Pacific Hospitality Group, Highgate Hotels, Columbia Hospitality, The Irvine
Company, Catalina Island and many more.

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