jtonsager

About Jay Tonsager

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So far Jay Tonsager has created 8 blog entries.
21 11, 2018

The Interplay Between Voice and Online Distribution Channels

2018-11-27T16:15:59+00:00Call Center, Reservation Sales|

Smart, hands-on leaders in the digital marketing space these days clearly recognize the interplay between voice and online channels.  Yet when I read articles and blog posts from esteemed publications, I get the impression that too many still believe that “voice” is a separate and “dying” distribution channel.  The stereotype seems to be that the only people who call are 80 year old grandmothers who don’t know how to work a computer. First of all, this is an insult to the octogenarians like my wonderful, tech-savvy Aunt Teeda who is as active on social media as most twenty-somethings and who [...]

9 10, 2018

Using a “Storytelling” Approach to Narrate the Pictures

2018-10-09T14:40:13+00:00Reservation Sales|

While there are so many benefits to the Track PULSE system, one that I am particularly fond of is that it enables trainers like me to listen-in to recordings of real calls from real callers.  This provides such insights into what today’s callers are looking to hear and is always a learning experience. One thing that always hits me is that despite all of the information that is posted online at our websites, today’s callers still seem to want us to describe what they will see and experience. In the early years of my training career I always called this [...]

4 09, 2018

World Class Contact Center Reporting and Monitoring for Reservation Managers

2018-09-13T18:53:49+00:00Agent Optimization, Reporting|

  Anna Owens is the Reservation Manager at Sterling Resorts. They are a property management company that manages around 500 on the Florida Panhandle from Panama City Beach to Destin. Before using TRACK they were using Navis, which wasn’t giving Anna the functionality that she desired for her call center. She wanted a system that could deliver them better contact center reporting and monitoring to improve the productivity of the team. Improve Agent Numbers To be able to improve your numbers, you first need to be able to track your numbers. TRACK Pulse gives Anna the contact center reporting and [...]

31 08, 2018

SMOOTH SAILING AT REZFEST SEPTEMBER 25-27

2018-09-10T18:23:59+00:00Event|

Are you struggling to keep your hospitality business afloat? Do you need help sailing past your competition? Join TRACK by attending Chart Your Course! at RezFest 2018 at JW Marriott Beach Resort.   Presented by HomeAway, property managers are invited to enjoy the vacation rental technology conference. While you’re soaking up the knowledge, don’t forget to swing by booth 53 to see Ryan Bailey - Chief Executive Officer, Matt Renner - Chief Sales Officer, Tim Schutts - Vice President of Sales, Tina Gibson - Customer Success Lead, and Steve Green - Sales Consultant.  TRACK focuses on the ease of having [...]

21 08, 2018

To Sell Experiences Not Just Rooms, Build A Hotel Value Pyramid

2018-08-22T14:45:03+00:00Reservation Sales|

When you listen to reservations sales calls these days it is easy to recognize that too often most of the conversation is focused exclusively on the room or accommodation. Agents obtain the caller’s dates, number of people, and number of beds needed. They click enter and then read back the list of room types and rates. Little or no information is offered about the overall experience of being a guest. My regular readers know I refer to this as “website search support,” which is to treat a reservations inquiry as if it were a “tech support” call such as those [...]

15 08, 2018

TRACK Bringing More Heat to Nashville August 15-17

2018-08-15T19:29:40+00:00News|

Can’t stand the heat in Nashville this August? Then get inside the Omni Nashville Hotel and grab a cold one as TRACK is attending the 10 Year Anniversary of the Hotel Data Conference. Stop in to celebrate by having a Beer with the Boss. Hotel Data Conference, also known as HDC, is celebrating their Decade of Data hosted by STR and Hotel News Now. Don’t miss over 20 attention-grabbing, intriguing presentations along with tips and trends to better your hospitality levels. In between the presentations, stop by our table to say hi and discuss the latest updates to our omnichannel [...]

1 08, 2018

Secondary Closing Techniques For Securing More Sales

2018-08-21T14:39:50+00:00Reservation Sales|

In last month’s blog for Track Hospitality Software, I addressed four primary closing techniques.  Of course despite our best efforts, callers will sometimes resist our first attempt to secure the sale.  Although this happens at all types of hotels, it seems to be even more likely to happen at resorts and other lodging companies that cater to the vacation market. I believe this is because leisure guests are the most emotionally invested in their planning process, and also because they tend to book for multiple parties, larger accommodations, and possibly more than one decision maker. With TRACK Pulse, you can [...]

7 12, 2017

New Article/Webinar from TRACK Partner Doug Kennedy

2017-12-07T21:13:53+00:00Reservation Sales|

Track Hospitality Software (TRACK) partner Doug Kennedy, president of Kennedy Training Network (KTN), continues to expand his influence in the hotel industry. The KTN president is one of the lodging industry’s leading experts in reservations sales, having conducted training for top tier companies for over two decades. Kennedy’s most recent article, Trends in Reservations Inquiry Call Volumes: Is There More to the Numbers? has been published in seven lodging publications. The article details what more to look at in regards to reservation inquiry call volume besides just comparing year to date numbers. Some of the factors to consider in regards [...]