HotelREZ outstrips industry levels of global customer support - Insights

HotelREZ outstrips industry levels of global customer support

hotel-rez-infographic“Accessible, timely, efficient answers, and personal service are key to serving hundreds of hotels, travel agents and other bookers that reach out to our customer support team on a daily basis”, says Josef Lapka, Executive Director of Operations at HotelREZ Hotels & Resorts.

Last year alone, the hotel representation company promptly answered support tickets from its global portfolio of independent hotel customers and travel agency partners within an average of 2 hours and a median full resolve time of just 17.5 hours.

“It’s a tall order, getting support tickets from all over the world every single day, but the positive feedback we have from our hotel customers shows we’re at the top of our game”, Lapka continues.

A staggering 98% of customer satisfaction ratings were reported for the whole of 2015. With a portfolio of over 1,000 hotels spread globally, and depending on the company’s products and services, the HotelREZ customer support team’s scores was no easy feat.

Delivering a highly efficient and consistent level of service, the HotelREZ operations and customer support department provides a unique combination of specially trained, multilingual talent with a world-class technology call centre infrastructure. The high standard for superior customer service, combined with the offering of powerful yet highly flexible hotel technology solutions; are a fundamental part of the company’s mission as stated on the HotelREZ Hotels & Resorts customer charter, published on the occasion of the company’s 10th anniversary.

To commemorate 2015’s top marks, a new infographic detailing the representation company’s portfolio over its 12 years of existence, alongside customer ratings and testimonials was produced. Among the hotel customers, Tori Ackling, Group Revenue Distribution Manager at Legacy Hotels, explains why the UK group has been a long time HotelREZ customer:

“I would definitely recommend HotelREZ to any colleague in the industry. The (GDS) switch was very straightforward and seamless, the system is very easy to use, and all the staff are helpful and readily available. We count on their support for our daily revenues, and think of their team as an extension of the Legacy hotels family.”

Any independent and small group of hotels interested in joining the HotelREZ Hotels & Resorts portfolio, are advised to complete the hotel membership enquiry form. Travel agents enquiring about a potential partnership, please email [email protected].

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