Does Your Reservations Call Scoring Criteria Need To Be Updated?
When our KTN team onboards clients for either traditional mystery shopping or for call scoring of actual recordings (as captured in our clients’ various cloud-based platforms), part of our process is reviewing their existing call criteria. As a result, I get to peek behind the scenes and see what their reservations, front desk, and/or contact […]
Is Your Reservations Mystery Shopping Criteria Stuck In The 1990s?
As Published Previously at Hotel News Resource When conducting reservations sales audits for a diversity of hotels, resorts and lodging companies of all types I frequently am exposed to their existing mystery shopping criteria as part of the review. As a result I get to peek behind the scenes and see what their reservations, front […]
Best Practices for Hotel Telephone Mystery Shopping
If your hotel or call center is like most in the industry, chances are that you experienced a notable resurgence in phone inquiries for hotel reservations. Part of this might be attributed to the increase in demand, but there are other factors at play. One factor is that many of those who search for availability […]
Mastering Telephone Sales Mystery Shopping
With most hotels and call centers seeing an increase in inquiry calls as demand rebounds in markets, it is more important than ever for your frontline sales representatives to maximize their call conversions and total revenue sold vs. goal. Depending on the type of lodging operation or call center, and of course your targeted market […]