As we move forward positively into 2021, the hospitality industry needs to rethink its strategies.
This obstacle to outsourcing your phones is not what you think
Guests don’t care where a reservationist is located so long as this agent is able to politely answer all their questions and finish the transaction in a timely manner. Your owners probably feel the same way, especially if there’s an apples-to-apples cost saving that arises from switching to a hotel call center.
Why outsourcing may be in your hotel’s best interest
As hotels slowly reopen in parts of the US, it’s time to question the future role of hotel call centers. We talk about the challenges hotel-based call centers are facing today and in the future.
The imminent influx of call volume
Travel demand will inevitably grow, which means US hotels need to capitalize on all new reservation inquiries. But will hotels have enough onsite staff to pick up the phone?
Uncompromised customer service: What role will call centers play in the new norm?
What lies ahead remains unclear. But what we can safely assume is that customer service, procedures, policies, and restrictions will change in ways we never imagined. Therefore, we must start planning now for the day when travel resumes.
A positive way hotels can use leverage over the sharing economy
From the first call, guests can be reminded of the main benefit that hotels will always be able to leverage over sharing-economy accommodations: great customer service.
Hilton to expand call center operations in Orlando
The new virtual positions allow team members to work-from-home.
Tips for GMs & hotel leaders to increase call conversions
A search for “increasing reservation conversions” returns hundreds, possibly thousands, of articles and blogs posts about growing hotel website conversions. The topic of hotel call conversions, on the other hand, is often treated as a dinosaur to the modern travel era. Contemporary marketers seem to have forgotten that the phones never quit ringing.
Driving hotel call center conversions
While it may seem counterintuitive, the rapid rise of mobile in travel planning has only increased the potential for voice channel conversions, with click-to-call capabilities driving voice bookings.
