Trust International Dedicated Agent Voice Reservations Services Deliver Key Differentiator
Luxury hotel group, Rocco Forte Hotels, is seeing the benefits of Trust International’s dedicated agent voice reservation services, providing travelers with the exceptional service they are seeking, serving to ultimately strengthen sales and improve revenue.
Orlando, FL, Frankfurt, Germany and London, UK - October 5, 2014 - Luxury hotel group, Rocco Forte Hotels, is seeing the benefits of Trust International’s dedicated agent voice reservation services, providing travelers with the exceptional service they are seeking, serving to ultimately strengthen sales and improve revenue.
Believing the luxury experience should start with the right approach and personal touch as travellers were considering a reservation, Rocco Forte Hotels decided to explore taking Trust International’s voice reservation services to the next level after having successfully used Trust’s call center services for several years.
Trust is the only hotel central reservation service (CRS) provider with fully-owned and operated call centers covering 47 countries, having the availability to offer services in 22 languages around the globe. Trust’s standard operational skills training for the call center agents on sales and products, combined with access to Trust´s CRO module of the yourVoyager CRS software regularly generated a 200 to 400 percent higher margin for Rocco Forte Hotels than electronically generated bookings. But, as the Rocco Forte Hotels management identified more guests’ demands and researched the reservation handling process, they surmised that an even higher level of voice service could be the ultimate differentiator they and their guests were seeking.
The Solution: Rocco Forte Dedicated Call Center Agents
Using Trust’s Dedicated Agent Services, a dedicated Rocco Forte agent was trained via direct access to sales executives of the Rocco Forte properties to identify the uniqueness of the properties, special benefits, services and potential questions arising during a guest´s call, in addition to traditional telephone and upselling techniques. Rocco Forte Hotels then began a one-month trial period comparing the outcome of the dedicated agent to non-dedicated agents.
The Results: Increased Efficiency, Revenue and Competitive Advantage
Rocco Forte’s dedicated voice reservation agent trial period produced the following highlights:
Guests experienced exceptional personal service, had all their questions answered before or while booking a stay and chose to take advantage of additional services.
Conversion rate of dedicated agent was 2.7% higher
20% higher revenue per booking
Dedicated agent produced additional five-figure US$ revenue in one month vs. non-dedicated agent.
“With the dedicated agent concept, we have significantly increased the quality of the reservations for Rocco Forte properties,” stated Christopher Cooper, Group Director Revenue, Distribution and Digital Strategy at Rocco Forte Hotels. ”Moreover, our exclusive, personalized products tailored to our guest’s specific requirements can be booked in real time, simply and efficiently. This gives us an enormous advantage over our competitors.”
“Voice brings the personal touch that online reservation technology, no matter how sophisticated, simply cannot match,” said Richard Wiegmann, Trust International Managing Director. “While conventional reservations can be made online easily and efficiently, when it comes to booking a landmark property with an individual style, such as Rocco Forte, nothing conveys the notable differences and personal touch like a dedicated agent. For the discerning traveller and exclusive hotel property Trust’s dedicated agent voice services become the differentiating factor.”