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 [...]

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 [...]

17 05, 2017

The Data Shows Now Is The Right Time To Implement CRM Into Your Call / Contact Center

2017-05-17T13:02:43+00:00Abandonment Rate, Call Center, Call Tracking, Reservation Sales, Staffing, TRACK | PULSE|

We hear this all the time, "It's the summer, we can't implement anything". I get it.  It's easy to throw out that objection towards a sales person and get them off the phone. Hoteliers in the vacation travel space have told sales people this for years to avoid implementing software.  It's a valid concern, but it might not be the most important concern. Summer might actually be the perfect time to implement CRM / Call Tracking into your Resort / Vacation Rental Company. Many managers of reservations teams will not want to disrupt their people, and while this is understandable, it is [...]

28 03, 2017

8 Great Ways to Motivate Your Reservation Agents

2017-03-28T23:59:17+00:00Productivity, Staffing|

You can implement an endless number of strategies and tactics to bring more people to your property this year, but what you really need above all is a winning team of reservation agents. If you want to boost profits and land more reservations than ever before, the agents you hire and manage need to be happy, well-trained, and above all, extremely motivated. Unfortunately, keeping employees happy and eager to succeed in their roles isn’t always easy—what motivates one person on your team may not always motivate another. As a manager, it’s your job to put a plan in place that [...]