Hotel Call Center

27 09, 2017

Don’t Just Sell Rooms, Build A Hotel Value Pyramid

2017-09-27T13:26:02+00:00Reservation Sales|

When I was designing our KTN Reservations Sales QUEST program, it occurred to me that a pyramid was the perfect sales model for establishing value during reservations conversations.  Many of us think of a pyramid simply as a smooth geometric shape. However, the ancient pyramids had steps and were built to be climbed. Last summer I had a chance to visit the Great Pyramids of Giza, outside of Cairo in Egypt, and actually did attempt to climb up the steep steps of the Pyramid (although with 120 degree heat I didn’t make it up that far!) Similarly, helping callers walk [...]

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 [...]