How International Hospitality Enterprises Encourages More Direct Bookings
March 10, 2015 7:21am
March 10, 2015
Like most hotel companies, International Hospitality Enterprises is looking to reduce the costs of customer acquisition by encouraging more direct bookings. IHE, which operates 7 upscale and luxury hotels in Puerto Rico under flags such as Marriott's Renaissance and Courtyard, Hilton's Doubletree, and Best Western as well as 3 independents, works hard to foster direct relationships with its guests. "We strongly value our OTA relationships and work closely with all of the major providers," says Peter Hopgood, Vice President of Sales & Marketing, "Yet we also do all we can to encourage our frontline colleagues to convert more direct bookings."
Unlike most hotel companies, IHE still maintains its own dedicated hotel reservations teams at each location, even though most brands have encouraged managers to forward calls to CRO. "We have found that many callers ask directly to speak with in-house reservations," says Hopgood, "So we have actually increased our on-site staffing in recent years. We refer to them as Tele-Sales agents to emphasize that their role is more sales than administrative." Besides fielding phone inquiries, Tele-Sales agents at IHE also provide personalized responses for all email inquiries. "We recognized that many guests prefer to send their inquiries via email instead of calling, for whatever reason, so last year we decided to encourage more inquiries by posting the biographical profiles of each of our Tele-Sales agents to foster personalized connections with guests who have common interests. This has not only improved our conversion, but we also find guests like to email their questions prior to arrival," added Hopgood who noted that most of their hotels are in the top rankings at TripAdvisor.
IHE also invests heavily in the proper training and incentives for its Tele-Sales representatives. "We have definitely found that the Hotel Sales QUEST program has given our teams the contemporary tools they need to convert callers of today who have already researched heavily online prior to calling. Doug has trained them to ask just the right line of questioning to determine what they need to hear to make a commitment." All IHE agents are also on an incentive program that rewards their efforts to convert callers and to upsell to higher-rated rooms and suites.
Besides focusing on voice reservations, IHE has also trained and incentivized its front desk guest reception staff to convince in-house guests to book directly next time. They have provided the staff with business cards that can be used to invite them to contact the GSA directly next time for future reservations. "We also recognize that the front desk teams also play an important role in profit optimization," said Hopgood. "The KTN training has reinforced the tools they need to take advantage of sales opportunities from upselling to capturing more walk-ins and return reservations." Recently IHE looking at implementing a per-call incentive for after-hours bookings converted by its front desk colleagues.
Tags: doug kennedy,
international hospitality enterprises,
Doug Kennedy is President of the Kennedy Training Network, Inc. a leading provider of customized training programs and telephone mystery shopping services for the lodging and hospitality industry. Doug continues to be a fixture on the industry's conference circuit for hotel companies, brands and associations, as he been for over two decades. Since 1996, Doug's monthly hotel industry training articles have been published worldwide, making him one of the most widely read hotel industry training authors in the world. He is the author of Still On The Road to Sales and Guest Service Excellence. Visit KTN at: www.kennedytrainingnetwork.com or email him directly: firstname.lastname@example.org
Contact: Doug Kennedy
Office: 954.981.7689; Mobile: 954.558.4777
7 Trainer’s Tips for Hotel Reservations Sales Success
OTAs and Hotels: Friend or Foe?
Leadership Lessons Learned From Being a Guest When the Hotel Was Overbooked
Hotel Sales Best Practices for the Era of Electronic Inquiries
How Did The Bartell Hotels’ Call Center Capture 7% More Revenue From 11% Fewer Calls?
Airline Service: Stop Complaining, Start Complying and Be Grateful For Super Low Fares!
Are You Giving Your Guests Enough RevPAH?
Hotel Sales: “Why Do Our Rates Change? We Discount When It’s Slower!”
How to Follow-up on Voice Reservations Inquiries With Personalized Emails and Phone Calls
Cloud5 Expands Direct Reservations Services with New Contact Center in Puerto Rico
Hotel Sales – It’s Time to Use Video Email to Outsell the Competition
Conquering Complaints™: Part Two
Hotel Online’s Top Read News for 2016
How to Jumpstart Your Hotel’s Direct Bookings through Search Engine Marketing
Conquering Complaints™: Part One – A Complaint Is Like A Carrot
Train Your Hotel Sales Team to Tell Stories Not Just Quote Rates
Doug Kennedy Announces His New Book On Hospitality Training and Guest Services Excellence
So You REALLY Like Working With People?: Five Principles For Hospitality Excellence
One Task Every GM or DOS Should Do Right Now to Increase Group Sales Revenues
Promoting Local Experiences Might Lead to More Direct Bookings
Please login or register to post a comment.