Travel Outlook, The Premier Hotel Call Center™, today announced the introduction of BLACK MARIGOLD™, hotel call center software designed to help hotels and resorts generate more revenue from guest interactions, improve the guest experience and operate more efficiently. Essentially, it’s a revenue-generating advanced phone system for hospitality operations and it’s amazingly affordable.
BLACK MARIGOLD brings CRM intelligence into live reservation conversations, giving Travel Outlook agents relevant guest information. Real-time prospect identification and conversation intelligence help agents understand guest needs, personalize interactions, recognize revenue opportunities and capture information for future sales and marketing.
For hoteliers, BLACK MARIGOLD connects guest conversations with customer intelligence, lead generation, reservation activity and measurable revenue performance providing greater visibility into the commercial value of guest interactions.
“Hotels have thousands of conversations with guests and prospective guests, and there is an enormous amount of intelligence contained in those conversations,” said John Smallwood, President of Travel Outlook. “BLACK MARIGOLD gives hotels the ability to recognize that intelligence while the conversation is actually happening. A guest may call with one question and reveal an entirely different revenue opportunity. We want to help hotels recognize it, capture it and turn it into revenue.”
From Hotel Contact Center to Revenue Center
BLACK MARIGOLD is designed to help turn the hotel contact center from an operational cost into a revenue center by identifying prospective customers, future reservations and other revenue opportunities during live conversations.
Agents can capture relevant information and connect it with the hotel’s CRM and marketing processes, linking guest conversations, prospect identification, lead capture, reservations and revenue.
BLACK MARIGOLD complements a hotel’s existing CRM. It connects with CRMs only, with Ascent360 currently the only confirmed full integration, bringing CRM intelligence into the reservation-agent workflow.
Lodging Contact-Center Intelligence in One Platform
Built for the lodging industry, BLACK MARIGOLD combines guest communications, reservation sales, quality management, workforce optimization, analytics and business intelligence. Key capabilities include:
- Reservation sales and agent tools, including intelligent call routing and reservation workflows
- Speech and conversation analytics, including AI-assisted interaction review
- Quality management and agent coaching for greater visibility into guest interactions and service performance
- Workforce management and forecasting to support staffing and operational efficiency
- Real-time performance monitoring across service levels, productivity, reservation conversion and guest experience
- Business intelligence and reporting to measure operational and revenue performance
BLACK MARIGOLD also enables lodging organizations to manage guest communications across voice, SMS, email, web chat and other digital channels.
“Every guest conversation has value,” Smallwood said. “Sometimes that means providing exceptional service. Sometimes it’s converting an inquiry into a reservation. And sometimes it’s recognizing business that nobody knew existed before the guest picked up the phone. BLACK MARIGOLD gives lodging organizations the intelligence to make every conversation count.”
For more information or to request a demonstration of BLACK MARIGOLD™, visit BLACK MARIGOLD.
