Yeah, yeah, yeah, the internet is great for hotels – but please do not neglect the telephone
Internet is an important channel for hotels, but voice should not be neglected. Voice and the web cannot be separated. They should be supporting each other.
Are hotel businesses spending too much time concentrating on their digital channels at the expense of others?
It’s a valid question and one which reared its head at the recent Buy Tourism Online panel in Florence, Italy, where other revenue managers discussed the relationship between internet and voice reservations.
The debate led us to the obvious conclusion that internet is important, but voice should not be neglected. It remains an important revenue stream for hotels as not only transient (BAR) business comes through your call center, but also corporate negotiated stays are frequently still booked over the phone.