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Capture Direct Bookings 365/24/7 | By John Smallwood

As we move forward positively into 2021, the hospitality industry is rethinking its strategies.

A main priority will be to carefully review how bookings are made, and the cost associated with each booking method.

Now is the time to ensure bookings made through your voice channel are always made promptly, professionally, and profitably.

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As we move forward positively into 2021, the hospitality industry is rethinking its strategies. A main priority will be to carefully review how bookings are made, and the cost associated with each booking method. Now is the time to are made promptly, professionally, and profitably.

Missing bookings can dramatically affect a hotel's bottom line, especially when the reservation opportunity was a direct booking through the hotel's voice channel, the second-most profitable booking channels for hotels.

Since answering voice channel calls is so critical - particularly at a time when hotel occupancy can be severely affected by travel restrictions and local regulations - many to ensure their rooms can be booked, especially as staffing levels are reduced.

Outsourcing is well-known as a cost-saving approach, but often senior executives believe it doesn't apply to their hotels. But other hotel owners see that there are many reasons to consider outsourcing, especially to help them weather the current norm. This includes:

As the travel industry tries to recover from some of the largest losses since the financial crisis in 2008, any loss of business can be especially difficult, so your client's first introduction to your hotel should result in a confirmed booking. This means focusing on the conversation and making sure that your voice channel — by way of a highly trained call center agent — can provide the all-important personal touch that can .

Providing unique and personal experiences during the sales process forms the basis of a solid voice channel strategy. With the right call center, your guests will get to know your hotel's unique benefits or offers. Professionally trained call center agents can entice travelers through a and tailor their travel experience to ultimately convert them into guests.

It is important to note, though, that personalization extends beyond the services, amenities, and experiences guests may be seeking when staying at a hotel. With travel planning centered around spring break for the kids, or the family summer vacation, travelers need the assurance that they're going to be safe. Speaking to a thoughtful call center agent can provide that reassurance more effectively than a chatbot or a notice on your website.

Hotels often do not know how much revenue they're missing because they don't know the impact an independent hotel call center can make. Hotels may be willing to put off investing in an outsourced call center, now. However, delaying this decision can be costly as hoteliers run the risk of losing revenue with every call that goes unanswered. Investing today in an outsourced call center ensures that your next incoming call is also your next satisfied guest.

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 hotel industry's best source for sales training and guest service excellence. Its luxury call team is tested by Forbes and Kennedy each month. Travel Outlook's clients include many of the world's finest hotels and resorts.