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



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


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 [...]

19 07, 2018

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

2018-08-20T13:56:24+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 a [...]

22 06, 2018

Four Primary Closing Techniques For Securing More Sales

2018-06-22T14:08:45+00:00Reservation Sales|

If you’re like most resorts in North America, the peak summer vacation season is in full bloom now that summer is upon us.  Although most guests have booked in advance, the reservations team’s success at securing those last few bookings to fill-in the gaps and top-off occupancy has a huge impact on annual revenues.  Therefore, it’s a wonderful time now that demand is the strongest to do a refresher training covering the basics of how secure the sale.   Yet before we review the actual primary and secondary closing techniques, it’s important to remind reservations colleagues that securing the sale [...]

13 06, 2018

Release Notes | June 12, 2018

2018-06-13T13:39:18+00:00Product Release|

TRACK Announces New Custom Fields for Existing Sales Link: Similarly to custom fields that TRACK has had in the past in relation to contacts and leads, and integration into sales is now complete. You have the ability to put unlimited custom fields on your Sales / Reservations within the CRM. These can be integrated into Merge Fields, Automations, and Triggers. The is utilizing a completely new EAV model that runs more efficiently and allows you more end-user flexibility.

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 [...]