Turn callers into guests and raise your star ratings with the best first impressions. When CSRs follow ContactPoint’s Hospitality Mentor Program they will double and triple reservation and sales close rates.

Increase Reservation Rates and Group Sales

Guest Service Representatives are your first impression with the guest. Each point of contact with the customer is an opportunity to wow them. You’ll upgrade your entire image with the customer when you provide your team with the training to convert each contact into room reservations.

ContactPoint has worked with hundreds of properties across the world. Our experience has be distilled into the Mentor Training and Follow Up Program.

Training

• Inbound Reservations – Converting inquiries into room nights
• Inbound Group Sales – Build relationship and value with the customer to close the sale
• Outbound Sales Prospecting – Reach decision makers, get the lead, close the sale
• Manager Coaching – Learn to coach your team to continual improvement

Follow Up and Accountability using live recorded calls

Whether you conduct the training or ContactPoint does the training, you need to have a follow up program. We match a call flow score card to the any training to allow you to monitor progress. With live call recordings, you can track the ROI of training and quality measurement. ContactPoint provides a follow up program to ensure that what is trained gets implemented.

• Customer calls are recorded once or twice each month and scored according to the call flow defined and customized in the training.
• Employees are coached to reinforce the skills and ensure continual improvement
• Reporting and tracking tools give management insight into each individual’s progress.

ContactPoint’s call monitoring tools are used by leaders in the hospitality industry nationwide to ensure quality and oversight. Properties and destinations get the control of a call center but with a genuine local staff. If you have more than one location, you need our call monitoring tools.

Mystery Shopping “Fake” Calls versus Live Recorded Calls

Savvy hoteliers and Convention and Visitor’s Bureaus are using live recorded calls for training, coaching and quality monitoring. Although ContactPoint will conduct mystery shopping calls for evaluation purposes, we highly recommend using recorded calls. The benefits are tremendous.

• Recorded calls are real customer experience.
• GSRs and sales reps can detect shopping calls.
• Coaching and training with recorded calls is much more effective for managers.
• You can track call results and conversion ratios for a true ROI.
• Recorded calls do not waste GSR’s time like a shopping call does.

Clients

We have served companies large and small in the industry.

• Marriott Properties
• Hampton Inn Properties
• Best Western Properties
• Hotel Nikko
• ZMC Hotels
• Moonstone Properties
• Crystal Inns
• Meydenbauer Center (Bellevue Convention Center)
• Oregon Gardens (Botanical Garden and Visitor’s Center)

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