Outsourcing Hotel Reservation Service Without Sacrificing The Personal Touch |

There are ways to outsource your reservations department that free up your current employees to focus on customers and also increase your sales.

By John Smallwood, CEO of Travel Outlook – 6.3.2021

As a hotelier and business owner, it can be hard to let go of certain aspects of your business. After all, it’s hard enough to find hard-working employees who care about your business like it’s their own, let alone outsourced 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 nauseating elevator music. . It turns out that there are ways to outsource your reservations department that free up your current employees to focus on customers and also increase your sales.

After years of being on the fence and downright skeptical of the effectiveness of outsourcing hotel reservations, I’ve seen more and more hoteliers move to a fully outsourced call center as a as main or overflow reservation service. Since then, I’ve discovered a plethora of benefits, which I’ve 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.

Look for five-star standards and compliance

If you’re looking to outsource your reservations 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 you keep your hotel full, even out of season.

Trained 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 equipment and features.

A well-trained call center will increase your net operating income

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

Third-party providers often outrank properties on Google and other search engines, it’s hard for clients to know if the view rate is the best available, so more and more clients are picking up the phone and calling them. -the properties themselves.

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

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

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 this personal touch is combined with the knowledge base of the Kennedy Training Network, it turns calls into bookings at a high rate.

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

Maintaining a proper voice channel through a reliable and reputable outsourced call center like Travel Outlook will help you increase your daily rate, increase occupancy and increase your net operating profit. 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 Travel Outlook Premium 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 best source for sales training and excellence in customer service. Its luxury call team is tested by Forbes and Kennedy every month. Travel Outlook customers include many of the world’s top hotels and resorts, including Viceroy Hotel Group, Outrigger, KSL Resorts, Proper
Hotel Group, Pacific Hospitality Group, Highgate Hotels, Columbia Hospitality, The Irvine
Company, Catalina Island and many more.

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