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2013 Guide: 4 Ways to Increase Reservations with (Affordable) Call Monitoring
 

2013 Guide: 4 Ways to Increase Reservations with (Affordable) Call Monitoring

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This webinar by expert hospitality trainer Doug Kennedy will discuss specific ways you can increase reservations at your property. It will present exclusive information from hospitality studies by ...

This webinar by expert hospitality trainer Doug Kennedy will discuss specific ways you can increase reservations at your property. It will present exclusive information from hospitality studies by UNLV. Specifically, this webinar discusses the following:

- Learn what makes a caller 12.6 times more likely to reserve a room
- What is the biggest mistake reservations staff makes on the phone
- Pros and Cons of mystery shopping calls
- Quick and easy solutions to score and record calls in near real-time

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    2013 Guide: 4 Ways to Increase Reservations with (Affordable) Call Monitoring 2013 Guide: 4 Ways to Increase Reservations with (Affordable) Call Monitoring Presentation Transcript

    • 2013 Guide: 4 Ways to Increase CloseRates With (Affordable) Call Monitoring Guest Presenter – Doug Kennedy, KTN
    • About Us• ContactPoint Founded in 2001 – 11 years as call recording, call scoring firm• Released LogMyCalls in 2012 – Call tracking, call monitoring, call scoring – Used by hundreds of hotels nationwide
    • Today’s Outline• What Tactics Increase Close Rates – Presented by McKay Allen, LogMyCalls• 4 Ways to Increase Close Rates – Presented by Doug Kennedy, KTN• BONUS – Quick Demo of LogMyCalls
    • How effective is the industry on the phone?
    • Hotel Reservation and Sales Impact Study • The Hotel Reservations and Sales Impact Study • UNLV – Harrah College of Hotel Administration – 1673 Mystery Shopping Calls – 297 Properties
    • Findings• Total Scores• 25 Scored on Individual Elements of Call – Ex. Did employee ask for guest’s name – Ex. Did employee ask for reservation – Ex. If the guest hesitates, did employee ask for reservation again?
    • Total Scores Front Desk GSRs vs. Call Centers4540353025 42 Front Desk20 Call Center15 311050 Total Scores
    • Asking for the Reservation Front Desk vs. Call Centers60504030 Front Desk 52 Call Center20 42100 Asking for the Reservations
    • Attempting to Overcome Objections Front Desk vs. Call Centers 12 10 8 10 6 Front Desk Call Center 4 2 2 0 Attempting to Overcome Objections
    • Total Score STR Classification4540 43 Casino/Resort3530 40 Extended Stay 39 3925 All-Suites 3820 28 Luxury/Upper/Upscale15 Upper Mid/Mid10 Economy 5 0 Total Score - By STR Classification
    • Attempting to Overcome Objections Scores by STR Classification987 9 9 Casino/Resort6 8 8 Extended Stay5 All-Suites 64 Luxury/Upper/Upscale3 Upper Mid/Mid2 Economy1 20 Attempting to Overcome Objections by STR
    • Significant Findings• The industry needs significant improvement in Overcoming Objections and Asking for the Business• Front Desk Staff scored better in every category than call centers• STR classifications were typical of scores
    • Factors That Lead to More Reservations• The Factors That Lead to More Reservations• Statisticians at Dixie State College – 4400 Recorded Calls
    • Finding #1Build a Relationship – Caller’s Name • When the employee uses the caller’s name in the initial conversion, the caller is 2.5 times more likely to book a room with you. – (Dixie College/LogMyCalls Study, 2012).
    • Finding #2Ask for the Business • When your employee asks for the business the caller is 4.4 times more likely to reserve a room. – (Dixie College/LogMyCalls Study, 2012).
    • Finding #3Overcome Objections • When an employee attempts to overcome objections the caller is 12.6 times more likely to reserve a room. – (Dixie College/LogMyCalls Study, 2011).