About Paul Manzey

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So far Paul Manzey has created 18 blog entries.
19 07, 2018

5 KPIs and Reports You Need to Run an Efficient Contact Center

2018-11-06T19:49:13+00:00Abandonment Rate, Call Center|

It’s really easy to lose yourself in gut feeling or intuition, and it’s also really easy to follow patterns that aren’t really there. In business, we’re taught to trust the numbers, and not make decisions based on those gut feelings, but do you know which numbers you should be using to make these critical decisions? And more importantly, do you have access to these numbers/can you report on these numbers? The following is a list of statistics/reports that we feel are critical for optimizing performance of your contact center and reservations team. Occupancy Level When we talk about running [...]

12 06, 2018

TRACK is Attending HITEC Houston, June 18-21


The TRACK Hospitality Software team will be attending HITEC Houston 2018, and we’d love to see you there. Make sure to stop by Booth 1148. HITEC is the world’s largest hospitality technology show, bringing the brightest minds and the hottest technology from around the world to one place. TRACK will be represented by Director of Product, Patrick Power, and Sr. Digital Consultant, Stephen Green. These two will be available to answer any questions you may have about the software as well as giving demonstrations of new features including TRACK Automations, real-time and time-based emails that will help optimize your contact [...]

19 04, 2018

12 Tips for Improving Communication Across Every Channel

2018-12-06T18:43:15+00:00Reservation Sales, Staffing|

To boost reservations and grow your property business this year, you have to master the art of communication. In the past, communicating with customers was much simpler: it usually happened through one or two offline channels. Things are different today. Now instead of selling to travelers primarily over the phone, through the mail, or in person, you also have to successfully engage with them across a myriad of digital channels too. But here’s the problem: you can’t communicate with leads and customers in the same way across all your channels. To be effective, you have to know how to adjust [...]

4 04, 2018

What to Do When Your Agents Aren’t Hitting Their Goals

2018-04-04T20:18:15+00:00Reservation Sales|

To grow your property business in 2018 and beyond, you need a winning team at your side. You need reservation agents who can ask the right questions, nurture the right leads, and consistently hit their numbers week after week. But what happens when your agents aren’t hitting the aggressive goals you need them to hit in order to sustain your business, serve your customers, and boost profits each month? How do you approach communicating with your team, getting to the root of problem, and developing actionable solutions that can get people back on track? Here are 7 ideas that you [...]

12 03, 2018

How to Use Storytelling to Boost Reservations

2018-08-24T13:35:42+00:00Digital Marketing|

If you want to continue successfully attracting, engaging with, and converting internet-savvy travelers in 2018, you have to be willing to invest in marketing strategies and tactics that you haven’t tried before. The truth is, online consumers are getting tired of the way that companies and brands have been marketing and selling to them over the past two, three, and even ten years. The internet has become a crowded place in the past decade, and too many brands are using the same tactics to reach and connect with the same audiences in the same places. As a property manager, it’s up [...]

14 11, 2017

How to Boost Employee Productivity at Your Property


Property managers are constantly busy thinking about how to boost reservations and profits. One big factor that can affect the continued growth and sustainability of every property business is employee productivity. Your employees are the backbone of your business. You need them in order to keep every aspect of your property running smoothly. When your employees are productive, there’s a good chance that your guests are happy. But how do you approach a lack of productivity among your employees? Or, if your employees are already fairly productive, what can you do to make them even more efficient and effective in [...]

19 10, 2017

8 Ways to Drive More Word-of-Mouth for Your Property

2017-10-19T17:59:26+00:00Reservation Sales|

As the end of the year quickly approaches, many property managers are spending time reflecting on what went well, what didn’t go so well, and what changes need to be made next year in order to drive more reservations and hit new revenue goals. In 2018, the property managers that will ultimately be successful in continuing to sustain and grow their businesses are the ones who know how to find, attract, and engage with their target audience online. If you want to improve property awareness, drive more word-of-mouth online, and connect with and convert more travelers in 2018, consider baking [...]

6 09, 2017

8 Sales & Customer Service Books Your Reservation Agents Should Read


You’ve heard it and read it hundreds of times: a team is only as strong as its weakest player. As a property manager, it’s your job to ensure that every member of your reservations team is equipped with the skills, knowledge, and confidence needed to close the deal. If you hire inexperienced salespeople and neglect to take the time to train them, challenge them, and praise them on an ongoing basis, you’ll never be able to build an effective team. So, as a manager, what can you do? There are many ways to train and nurture a sales team, but [...]

28 07, 2017

12 Tips for Hiring Winning Reservation Agents

2017-07-28T20:44:13+00:00Reservation Sales, Staffing|

To build a sustainable, profitable business in the hospitality/travel industry, you need great employees. In the early days of your business, it might have been easy to keep all the plates spinning yourself, but as your business grows and matures, you have less and less time to dedicate to every single area of your business. If you want to survive and thrive, you need to hire and train people who can take some of the responsibilities off your shoulders, and help you scale your operations. As you focus your time and energy managing other areas of your business, one of [...]

7 06, 2017

How to Use Psychology to Drive Bookings

2017-06-07T14:45:43+00:00Reservation Sales|

The internet has created a double-edged sword for resorts, lodges, and properties everywhere. On the one hand, the internet has leveled the playing field—it has allowed the little guys to finally compete with the big guys. On the other hand, it has made competition fiercer than ever. Today, it’s both easier and harder than ever to attract travelers to your website, get them to stay, and persuade them to book a reservation with you. In the past, I’ve written articles that aim to help you attract more people to your website, articles that can help you build a more successful [...]