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.
What hoteliers need to reconsider in their operations, especially how staff are interacting with guests.
WeÕve identified the three biggest challenges to address, so you can manage the impact of turnover.
The heartbeat of a successful program is the Program Coordinator or Property Champion (“PC”), a key resource who makes sure there are well-formed daily goals and motivating activities that shape success and reinforce the right behaviors at the moment of arrival.
Never miss a trend.