Phone Calls Are “The Last Mile” of Hotel Distribution
Those in the field of logistics refer to “the last mile” as the crucial, final leg of the supply chain, where goods are moved to the buyer’s doorstep. What “The Last Mile” Means in Hotel Distribution In the accommodations industry, “the last mile” is often a direct inquiry phone call from someone who is searching […]
Hotel Reservations Reconfirmation Calls Present Opportunities To Build The Brand, Upsell, and Cross-Sell
As online bookings increase, the number of reservations inquiry calls decreases over time. Yet when you spend time at a busy front desk or in the reservations office, the calls continue to ring. Why? Many of those who book online still call the hotel directly to reconfirm their booking, especially if they originally booked at […]
Revenue Generation Action Steps To Maximize Transient Segments
With most hotel markets facing uncertainly, if not a softening in transient demand, now is a perfect time for Revenue Generation Managers to help their hotel’s operations leaders focus on generating even more revenue from the transient segments. Here are some opportunities and corresponding action steps. Focus On Voice. Too many leaders buy into the […]
10 Tips To Secure More Direct Voice Reservations
Despite the predictions of its demise, the voice reservations channel is alive and well. For decades now, pundits have predicted the death of voice as a booking channel. Yet the phones still ring. Yes, the number of voice bookings has decreased significantly as online options have grown, but smart leaders recognize that direct bookings save […]
Hotel Spa Reservations Sales and Hospitality Training Tips
It has been interesting these last few years to see an increasing number of upscale hotel and resort spa managers reaching out for the same types of sales and hospitality excellence training that my company and others have offered for years for hotel room reservations, group/event sales, and front office/concierge. Considering the huge growth in […]
Pick Up Your Calls To Pick Up More Bookings!
Despite the pundits’ predictions, the phones continue to ring with incoming reservations leads even now in the mid-2020s, and yes, even at branded hotels across all segments. I’m sure some readers are thinking “Well not us. The majority of our rooms are booked online.” Yet if you listen to real phone calls from real callers, […]
12 Easy Ways To Secure More Direct Voice Reservations
Despite the predictions of its demise, the voice reservations channel is alive and well for all sectors of the lodging industry. For decades now, pundits have predicted the death of voice as a booking channel. First it was the emergence of OTA’s, then the birth of the smartphone, then the emergence of the concept of […]
The Top 5 QUESTions Your Reservations Team Should Be Asking!
Are you read to help your reservations team maximize the contribution of the voice booking channel in 2022? If so, it is not going to be easy. As we look ahead to the coming year nothing is certain. Well, actually one thing actually is certain: there will be continued disruption in the lodging industry! One small but […]
Resorts, In Particular, Should Retarget Voice Reservations Inquires For Proactive Follow-up
Most marketing and distribution leaders are already focusing on retargeting efforts, the most classic example of which is to pursue website visitors on their social media feeds. Other examples include email and social media campaigns retargeting previous guests and those who inquired via email. However, often overlooked is the opportunity for hotel reservations sales leaders […]
Maximize Sales Via Textual Communications
When you look at most hotel sales training programs and articles these days, the focus is almost exclusively on how to sell during in-person meetings and phone conversations. However, the majority of sales conversations are taking place via textual communications. Of course, training such as we do at KTN should encourage salespeople to reply to […]