Roles

Roles2018-08-17T13:49:34+00:00

TRACK | ROLES

Contact Center Manager

Delight your guests and your contact center team with TRACK’s powerful, yet simple-to-use products and features. No matter the size of your contact center, TRACK can expand and contract with seasonal business needs or expansion of your properties.

Omni-Channel Contact Center Experience

TRACK is developed to scale to your operational needs and makes it easy to onboard new agents, as well as provide valuable feedback for trainings. Contact center managers can get updates of their team’s performance, in real-time, utilizing over 80 predefined analytics KPIs.

A powerful feature set that contact center managers will love:

  • Auto-route guest to previous agent to create a seamless brand experience.
  • Rank agents and deliver calls to highest converting agent (agent optimization).
  • Create multiple dashboards and menus for different departments, brands, locations or call plans. Scale these menus as you need.
  • Create a unified guest profile, so that all guest data is housed in one location. Enable forced wrap-up, after the call, to ensure customer needs are documented.
  • Utilize listen live and other features to give performance feedback for each of your individual agents.
  • Create unique call queues for individuals or group bookings, with customized hold music and marketing messaging.
  • Streamline and integrate chat, email, inbound and outbound contact center communications.
  • Warm transfer feature to better prepare guests for the proper agent or department.
  • Manage forecasting and employee schedules within the platform.

Amanda Szubert, Brittain Resorts & Hotels (Contact Center Manager) speaks about her own experience as well as her team’s experience with TRACK Hospitality Software.

General Manager

Make data driven decisions with TRACK Hospitality Software’s world-class reporting.

Get Your Business on Track with Enterprise Technology Solutions

As the general manager of a resort, hotel, inn, B&B, or vacation rental management company, it’s your responsibility to oversee the business’ sales and marketing strategies, budgets, financial outcomes, resources, and contact center metrics.

Gain a better understanding of your marketing and sales strategies, with best practice and custom reports suited to your unique business needs. TRACK allows you to determine what your top performing marketing channels are, and allows you to make data driven decisions to help your property flourish.

Ensure that your middle managers are hiring the right talent to communicate with your prospective guests with live listening. Gain a deeper understanding of your guest’s needs so that you can provide a world class experience for them pre-stay, while they are onsite, and post-stay with follow-up and anniversary emails.

Give your marketing operations the tools to manage the customer life cycle, across all of your important communication channels, including:

  • Email — TRACK comes fully equipped with email marketing automation designed to communicate with guests based off of custom rules and triggers, such as birthdays, anniversaries or special events.
  • Auditing — Auditing operations and sales processes is an easier process with TRACK reporting and robust record management via the cloud.
  • Contact Center — TRACK’s intuitive and easy-to-use visual dashboard will help onboard new employees and streamline contact center processes. As a general manager, you will be able to see the activities of contact center sales and service teams in real time, and access over 80 visually engaging reports.
  • Omni-Channel Sales — Sell via contact center, live chat, website, social media and marketing automation in one platform using TRACK.
  • PMS (Property Management System) — Continue providing excellent service-after-the-sale with TRACK PMS. Room management, maintenance requests, room service and associated can be managed in one place.

Allow your sales/reservations team to make the most money for themselves and for your business with the industry’s leading SaaS product. Capture more prospects and nurture more leads to conversions with a well executed outbound strategy. TRACK gives you the tools you need add more bottom line revenue.

Gary Don (Assistant General Manager) and Sam Breckbill (General Manager), Severn Lodge share their experiences with TRACK Pulse.

Group Sales Manager

Group reservation agents are tasked with one of the most important jobs to your business’ bottom-line. Closing a large group sale can be the difference between a fully booked property, or a vacant one. TRACK is designed to help close large group bookings across multiple units, with ease.

Group Reservations Made Simple

When working on a group sale, there are many key factors to consider. The most important being the logistics: the number of guests and what property or room they’ll be residing in during their stay. We’ve all been there — a large family vacation or work event, and someone is separated from the group — which ultimately has a dramatic affect on how a customer perceives their accommodations and transport.

Key features that help organize group reservations:

  • TRACK CRM automates the guest entry process and creates contacts at the guest-level. Attach guests to groups or companies, to better manage group reservations.
  • Add custom notes and fields to guest accounts using CRM. Review stay history and special requests.
  • Manage leads from inbound marketing channels with ease and view .
  • Omni-Channel guest support via your website (chat or email), call center and SMS.
  • Property management tool helps to manage housekeeping and maintenance orders, for each guest/room.
  • Market to guests with marketing automation and email campaigns using triggers and data tags to encourage groups to book future stays.
  • TRACK integrates with your existing applications and software using an open API key.

Bailey Kohan, Royal Destinations (Vacation Specialist) talks about why she loves working with TRACK Pulse.

Marketing Manager

Make every customer interaction a reason to love your brand with TRACK Hospitality Software.

Guide Customers Through the Full Sales Funnel

Reach customers at each stage of the customer lifecycle, including awareness, acquisition, booking, pre-stay, and post-stay to deliver a world class hospitality experience. Drive better results with smarter decisions from one integrated platform.

Create timely follow-ups for travelers who engaged with your site previously, but did not ultimately book a stay with your property. Email remarketing as well as a strong outbound strategy are key to increasing your bottom line revenues.

Manage the customer life cycle across all of your important communication channels including:

  • Email Marketing Automation — Marketing managers can use data collected online and by the contact center team to send marketing automation campaigns designed to engage with current and past guests. Provide promotional offers and incentives to book more reservations.
  • Website & Social Media — Create landing pages that collect guest and subscriber data via the property website or social media channels and directly integrate with TRACK CRM and other TRACK products, to build marketing lists and generate leads for sales.
  • SalesLink API® — Integrate with other marketing and sales applications utilizing SalesLink API key.

Whether you’re a marketing team of one, or a fully-staffed in-house agency, TRACK products are designed with your needs in mind. With over 20 years in the hospitality marketing space, the TRACK and ResortsandLodges team have developed and integrated countless marketing tech stacks.

Patricia Hardiman, Southern Vacations (Chief Marketing & Sales Officer) shares how having one solution for over 1,000 vacation rentals improves their day-to-day operations.

Reservations Manager

Close more reservation sales and create a seamless customer experience with TRACK. Reservations managers can easily train new employees and review performance to provide the right trainings for their reservations agents to optimize team performance.

Agents can now provide a unified guest experience under your care, with contact center, chat and email communications unifying in your omnichannel inbox. Create dashboards to review agent performance in real-time, and easily setup customized reporting, based on KPIs related to your business.

Unified Agent Experience

The power of TRACK is its ability to scale as needed and flex during seasonal shifts in reservations. If you’re managing a team of five, or a team of 50, TRACK makes it easy for reservations managers to provide winning service for customers.

Reservations managers can utilize a variety of TRACK’s integrated featureset:

  • Assign by agent/sales team member’s performance level, automatically.
  • Automatically route calls to overflow agents during seasonal shifts.
  • Review KPIs at-a-glance.
  • Measure average time-on-call.
  • Listen live to agents for training sessions and coaching opportunities.
  • Easily train new agents and ensure adoption of the software.
  • Create forced wrap-up notes for each guest profile.

Nikki LaRocca, Bluewater Vacation Rentals (Reservations Manager) shares the experiences she and her staff have had while using TRACK Pulse.

Reservation Agent

Being a reservation agent and vacation planner is a difficult job. During busy season, agents may be working with inbound or outbound inquiries in rapid succession. With TRACK, agents can rest assured that their reservation software and related customer care solutions, are intuitive, simple and unified.

Unified Agent Experience

Nothing complicates an agent’s day more than hopping between several platforms — CRM, guest profiles, email, chat and calls. TRACK simplifies the process of managing bookings and reservations. Agents can seamlessly serve guests, leading to higher conversion rates and a boost in Net Promoter Score (your brand’s impression on the guest).

Why reservation agents love TRACK:

  • Auto-route guests to previous agents to create a seamless brand experience.
  • Custom agent dashboards and analytics display notes, guest profiles, daily performance and contact center queue.
  • All guest data is housed in one location. Enable forced wrap-up, after the call or chat, to ensure customer needs are documented.
  • Utilize live listen to give performance feedback for each of your individual agents.
  • Create unique call queues for individuals or group bookings, with customized hold music and marketing messaging.
  • Streamline and integrate chat, email, inbound and outbound contact center communications.
  • Warm transfer conveniently sends guests to the proper agent or department.
  • Easy-to-use for those that aren’t as technically savvy. Managers can onboard new agents in hours, rather than weeks.

Kim Combs, Southern Vacations (Reservation Agent/Vacation Planner) explains how her sales numbers have increased since switching to TRACK.

Revenue Manager - Reviewing Tables

Revenue Manager

Optimize and maximize your business revenue by implementing revenue management strategies and processes with the help of TRACK Hospitality Software and our Customer Success Team.

Ensure your manager reports include accurate information with more than 80 reports available to help you optimize your sales team, including property statistics presenting FTD (Figures today). MTD (Month to date) and YTD (Year to date). Run pipeline reports and get key insights to make data driven decisions.

Channel Optimization

Find out which Marketing channels are generating the greatest return on investment for your business.

Send more qualified emails based on traveler preferences. Content blocks allow you to personalize your email campaigns based on a prospect/lead’s preferences. TRACK’s dynamic CRM allows you to create custom fields and tags to enhance your contact profiles with interests, travel history, notes and more. Create campaigns, capture, track and rate leads.

Convert email inquiries into leads and assign them to agent/sales teams for timely follow up.

  • Assign by Agent or Sales Team Member — Assign inbound leads at the agent-level, to ensure the proper employee is handling the request.
  • Assign by Date, Time & Status — Assign leads by date, time and status to the proper sales or contact center agent to follow-up in a timely manner, to close more sales and grow revenues.
  • Rate Leads, Measure Pipeline & Activity — Receive instant notifications when leads come in, rate leads by status, measure the sales pipeline and the activities of the sales team in TRACK HS.
  • Measure ROI from Campaigns — Measure ROI from all marketing campaigns across all platforms: contact center, website, social campaigns, inbound chat and outbound sales.

As a revenue manager, you’ll be delighted by the simple-to-use visual layout of TRACK products. Assigning leads and reviewing performance has never been easier. Contact us to learn more or for a product demo.

Betsy Lopez, VTrips (Assistant Sales Manager) discusses how TRACK Pulse aids in her sales process.

Sales Manager

TRACK was built for the needs of high performance reservations teams and managers. Give your reservation team the tools needed to have smarter communication with every contact call and email sent to leads, prospects, and guests.

Expedite Guest Inquiries using Call Conference and Warm Transfer to Intended Recipient. Ensure that your top closers are receiving your hottest leads. Create unique call queues with intelligent routing and on-hold experiences.

Manage Voicemails easily with a unified inbox. Setup and manage voicemails with customized rules and access levels. A unified inbox brings your voicemails and emails into one dynamic system for assignment and follow up by your agents.

Improve sales team training with TRACK Live Listen, allowing you to monitor guest calls with agents to help increase closing ratios and improving guest communication. Ensure that your standards and best practices are being maintained, and use the Live Listen feature for coaching and training sessions.

Monitor and measure performance of your Agents and Call Center with real time manager Dashboards.

Measure, display and execute with ease::

  • Agent Statuses & Available Agents — TRACK automatically routes to next available agent and shows agent statuses in real-time. Gain a full view of day-to-day and seasonal performance of the sales staff.
  • Conversion Rates & Abandonment Rates — Measure conversion rates and abandonment rates in TRACK contact center to gain a holistic view of your sales staff.
  • Max Time, Call Volume & Calls in Queue — Staffing a winning sales team and providing excellent customer experience can be a challenge for any hospitality business. Nothing is more critical to closing a reservation or group sale than getting the potential client to a sales professional. Monitor call volume, calls in queue and max time on call, then staff accordingly.
  • Coaching & Training  — Calls are recorded at the agent-level and stored on the cloud for ongoing coaching and training of sales staff. New staff can also be trained using Listen Live®, a tool developed to allow managers to tether into live calls for training and coaching purposes.

Click to drill down into individual calls or Agents to quickly see more information. Quickly see all queues or drill down to one queue if you are managing multiple properties. Gamify your Sales Operations by displaying this information to reward your top performers and motivate those in need of improvement.

Joe Casal, Southern Vacations (Reservations Sales Manager) shares his experiences with TRACK and ease of training new agents with the system.

Create a difference and GET ON TRACK™

Easily manage your Contacts, Leads, Guests, Campaigns and Companies.

TRACK | ROLES

Contact Center Manager

Delight your guests and your contact center team with TRACK’s powerful, yet simple-to-use products and features. No matter the size of your contact center, TRACK can expand and contract with seasonal business needs or expansion of your properties. Omni-Channel Contact Center Experience TRACK is developed to scale to your operational needs and makes it easy to onboard new agents, as well as provide valuable feedback for trainings. Contact center managers can get updates of their team’s performance, in real-time, utilizing over 80 predefined analytics KPIs. A powerful feature set that contact center managers will love:
  • Auto-route guest to previous agent to create a seamless brand experience.
  • Rank agents and deliver calls to highest converting agent (agent optimization).
  • Create multiple dashboards and menus for different departments, brands, locations or call plans. Scale these menus as you need.
  • Create a unified guest profile, so that all guest data is housed in one location. Enable forced wrap-up, after the call, to ensure customer needs are documented.
  • Utilize listen live and other features to give performance feedback for each of your individual agents.
  • Create unique call queues for individuals or group bookings, with customized hold music and marketing messaging.
  • Streamline and integrate chat, email, inbound and outbound contact center communications.
  • Warm transfer feature to better prepare guests for the proper agent or department.
  • Manage forecasting and employee schedules within the platform.
Amanda Szubert, Brittain Resorts & Hotels (Contact Center Manager) speaks about her own experience as well as her team’s experience with TRACK Hospitality Software.

General Manager

Make data driven decisions with TRACK Hospitality Software’s world-class reporting. Get Your Business on Track with Enterprise Technology Solutions As the general manager of a resort, hotel, inn, B&B, or vacation rental management company, it’s your responsibility to oversee the business’ sales and marketing strategies, budgets, financial outcomes, resources, and contact center metrics. Gain a better understanding of your marketing and sales strategies, with best practice and custom reports suited to your unique business needs. TRACK allows you to determine what your top performing marketing channels are, and allows you to make data driven decisions to help your property flourish. Ensure that your middle managers are hiring the right talent to communicate with your prospective guests with live listening. Gain a deeper understanding of your guest’s needs so that you can provide a world class experience for them pre-stay, while they are onsite, and post-stay with follow-up and anniversary emails. Give your marketing operations the tools to manage the customer life cycle, across all of your important communication channels, including:
  • Email -- TRACK comes fully equipped with email marketing automation designed to communicate with guests based off of custom rules and triggers, such as birthdays, anniversaries or special events.
  • Auditing -- Auditing operations and sales processes is an easier process with TRACK reporting and robust record management via the cloud.
  • Contact Center -- TRACK’s intuitive and easy-to-use visual dashboard will help onboard new employees and streamline contact center processes. As a general manager, you will be able to see the activities of contact center sales and service teams in real time, and access over 80 visually engaging reports.
  • Omni-Channel Sales -- Sell via contact center, live chat, website, social media and marketing automation in one platform using TRACK.
  • PMS (Property Management System) -- Continue providing excellent service-after-the-sale with TRACK PMS. Room management, maintenance requests, room service and associated can be managed in one place.
Allow your sales/reservations team to make the most money for themselves and for your business with the industry’s leading SaaS product. Capture more prospects and nurture more leads to conversions with a well executed outbound strategy. TRACK gives you the tools you need add more bottom line revenue. Gary Don (Assistant General Manager) and Sam Breckbill (General Manager), Severn Lodge share their experiences with TRACK Pulse.

Group Sales Manager

Group reservation agents are tasked with one of the most important jobs to your business’ bottom-line. Closing a large group sale can be the difference between a fully booked property, or a vacant one. TRACK is designed to help close large group bookings across multiple units, with ease. Group Reservations Made Simple When working on a group sale, there are many key factors to consider. The most important being the logistics: the number of guests and what property or room they’ll be residing in during their stay. We’ve all been there -- a large family vacation or work event, and someone is separated from the group -- which ultimately has a dramatic affect on how a customer perceives their accommodations and transport. Key features that help organize group reservations:
  • TRACK CRM automates the guest entry process and creates contacts at the guest-level. Attach guests to groups or companies, to better manage group reservations.
  • Add custom notes and fields to guest accounts using CRM. Review stay history and special requests.
  • Manage leads from inbound marketing channels with ease and view .
  • Omni-Channel guest support via your website (chat or email), call center and SMS.
  • Property management tool helps to manage housekeeping and maintenance orders, for each guest/room.
  • Market to guests with marketing automation and email campaigns using triggers and data tags to encourage groups to book future stays.
  • TRACK integrates with your existing applications and software using an open API key.
Bailey Kohan, Royal Destinations (Vacation Specialist) talks about why she loves working with TRACK Pulse.

Marketing Manager

Make every customer interaction a reason to love your brand with TRACK Hospitality Software. Guide Customers Through the Full Sales Funnel Reach customers at each stage of the customer lifecycle, including awareness, acquisition, booking, pre-stay, and post-stay to deliver a world class hospitality experience. Drive better results with smarter decisions from one integrated platform. Create timely follow-ups for travelers who engaged with your site previously, but did not ultimately book a stay with your property. Email remarketing as well as a strong outbound strategy are key to increasing your bottom line revenues. Manage the customer life cycle across all of your important communication channels including:
  • Email Marketing Automation -- Marketing managers can use data collected online and by the contact center team to send marketing automation campaigns designed to engage with current and past guests. Provide promotional offers and incentives to book more reservations.
  • Website & Social Media -- Create landing pages that collect guest and subscriber data via the property website or social media channels and directly integrate with TRACK CRM and other TRACK products, to build marketing lists and generate leads for sales.
  • SalesLink API® -- Integrate with other marketing and sales applications utilizing SalesLink API key.
Whether you’re a marketing team of one, or a fully-staffed in-house agency, TRACK products are designed with your needs in mind. With over 20 years in the hospitality marketing space, the TRACK and ResortsandLodges team have developed and integrated countless marketing tech stacks. Patricia Hardiman, Southern Vacations (Chief Marketing & Sales Officer) shares how having one solution for over 1,000 vacation rentals improves their day-to-day operations.

Reservations Manager

Close more reservation sales and create a seamless customer experience with TRACK. Reservations managers can easily train new employees and review performance to provide the right trainings for their reservations agents to optimize team performance. Agents can now provide a unified guest experience under your care, with contact center, chat and email communications unifying in your omnichannel inbox. Create dashboards to review agent performance in real-time, and easily setup customized reporting, based on KPIs related to your business. Unified Agent Experience The power of TRACK is its ability to scale as needed and flex during seasonal shifts in reservations. If you’re managing a team of five, or a team of 50, TRACK makes it easy for reservations managers to provide winning service for customers. Reservations managers can utilize a variety of TRACK’s integrated featureset:
  • Assign by agent/sales team member’s performance level, automatically.
  • Automatically route calls to overflow agents during seasonal shifts.
  • Review KPIs at-a-glance.
  • Measure average time-on-call.
  • Listen live to agents for training sessions and coaching opportunities.
  • Easily train new agents and ensure adoption of the software.
  • Create forced wrap-up notes for each guest profile.
Nikki LaRocca, Bluewater Vacation Rentals (Reservations Manager) shares the experiences she and her staff have had while using TRACK Pulse.

Reservation Agent

Being a reservation agent and vacation planner is a difficult job. During busy season, agents may be working with inbound or outbound inquiries in rapid succession. With TRACK, agents can rest assured that their reservation software and related customer care solutions, are intuitive, simple and unified. Unified Agent Experience Nothing complicates an agent’s day more than hopping between several platforms -- CRM, guest profiles, email, chat and calls. TRACK simplifies the process of managing bookings and reservations. Agents can seamlessly serve guests, leading to higher conversion rates and a boost in Net Promoter Score (your brand’s impression on the guest). Why reservation agents love TRACK:
  • Auto-route guests to previous agents to create a seamless brand experience.
  • Custom agent dashboards and analytics display notes, guest profiles, daily performance and contact center queue.
  • All guest data is housed in one location. Enable forced wrap-up, after the call or chat, to ensure customer needs are documented.
  • Utilize live listen to give performance feedback for each of your individual agents.
  • Create unique call queues for individuals or group bookings, with customized hold music and marketing messaging.
  • Streamline and integrate chat, email, inbound and outbound contact center communications.
  • Warm transfer conveniently sends guests to the proper agent or department.
  • Easy-to-use for those that aren’t as technically savvy. Managers can onboard new agents in hours, rather than weeks.
Kim Combs, Southern Vacations (Reservation Agent/Vacation Planner) explains how her sales numbers have increased since switching to TRACK.

Revenue Manager

Optimize and maximize your business revenue by implementing revenue management strategies and processes with the help of TRACK Hospitality Software and our Customer Success Team. Ensure your manager reports include accurate information with more than 80 reports available to help you optimize your sales team, including property statistics presenting FTD (Figures today). MTD (Month to date) and YTD (Year to date). Run pipeline reports and get key insights to make data driven decisions. Channel Optimization Find out which Marketing channels are generating the greatest return on investment for your business. Send more qualified emails based on traveler preferences. Content blocks allow you to personalize your email campaigns based on a prospect/lead’s preferences. TRACK’s dynamic CRM allows you to create custom fields and tags to enhance your contact profiles with interests, travel history, notes and more. Create campaigns, capture, track and rate leads. Convert email inquiries into leads and assign them to agent/sales teams for timely follow up.
  • Assign by Agent or Sales Team Member -- Assign inbound leads at the agent-level, to ensure the proper employee is handling the request.
  • Assign by Date, Time & Status -- Assign leads by date, time and status to the proper sales or contact center agent to follow-up in a timely manner, to close more sales and grow revenues.
  • Rate Leads, Measure Pipeline & Activity -- Receive instant notifications when leads come in, rate leads by status, measure the sales pipeline and the activities of the sales team in TRACK HS.
  • Measure ROI from Campaigns -- Measure ROI from all marketing campaigns across all platforms: contact center, website, social campaigns, inbound chat and outbound sales.
As a revenue manager, you’ll be delighted by the simple-to-use visual layout of TRACK products. Assigning leads and reviewing performance has never been easier. Contact us to learn more or for a product demo. Betsy Lopez, VTrips (Assistant Sales Manager) discusses how TRACK Pulse aids in her sales process.

Sales Manager

TRACK was built for the needs of high performance reservations teams and managers. Give your reservation team the tools needed to have smarter communication with every contact call and email sent to leads, prospects, and guests. Expedite Guest Inquiries using Call Conference and Warm Transfer to Intended Recipient. Ensure that your top closers are receiving your hottest leads. Create unique call queues with intelligent routing and on-hold experiences. Manage Voicemails easily with a unified inbox. Setup and manage voicemails with customized rules and access levels. A unified inbox brings your voicemails and emails into one dynamic system for assignment and follow up by your agents. Improve sales team training with TRACK Live Listen, allowing you to monitor guest calls with agents to help increase closing ratios and improving guest communication. Ensure that your standards and best practices are being maintained, and use the Live Listen feature for coaching and training sessions. Monitor and measure performance of your Agents and Call Center with real time manager Dashboards. Measure, display and execute with ease::
  • Agent Statuses & Available Agents -- TRACK automatically routes to next available agent and shows agent statuses in real-time. Gain a full view of day-to-day and seasonal performance of the sales staff.
  • Conversion Rates & Abandonment Rates -- Measure conversion rates and abandonment rates in TRACK contact center to gain a holistic view of your sales staff.
  • Max Time, Call Volume & Calls in Queue -- Staffing a winning sales team and providing excellent customer experience can be a challenge for any hospitality business. Nothing is more critical to closing a reservation or group sale than getting the potential client to a sales professional. Monitor call volume, calls in queue and max time on call, then staff accordingly.
  • Coaching & Training  -- Calls are recorded at the agent-level and stored on the cloud for ongoing coaching and training of sales staff. New staff can also be trained using Listen Live®, a tool developed to allow managers to tether into live calls for training and coaching purposes.
Click to drill down into individual calls or Agents to quickly see more information. Quickly see all queues or drill down to one queue if you are managing multiple properties. Gamify your Sales Operations by displaying this information to reward your top performers and motivate those in need of improvement. Joe Casal, Southern Vacations (Reservations Sales Manager) shares his experiences with TRACK and ease of training new agents with the system.

Create a difference and GET ON TRACK™

Easily manage your Contacts, Leads, Guests, Campaigns and Companies.