JUNE 17, 2002 � FORT LAUDERDALE, FL. �Six hotel management companies;
Noble Investment Group, CHIP Hospitality, Flagstone Hospitality Management,
Richfield Hospitality Services, Sage Hospitality Resources and Woodfin
Franchise Systems all recently introduced customized reservations eLearning
and online reporting through an agreement with HSA International and Statability�
(HSA�s Strategic Alliance Partner). HSA and Statability develop and
deliver innovative online training programs, mystery call services and
web based reporting systems � specific to the hospitality industry � to
improve hotel reservations performance when guests contact call centers
and hotel properties directly.
�Taking
advantage of Internet-based training technology and timely electronic information
delivery to improve productivity and customer service fits in very well
with these companies� other reservations sales initiatives,� said Doug
Kennedy, President of HSA International. According to Kennedy, these
new relationships with HSA and Statability are designed to increase each
company�s ability to capture the customers who call their hotels directly
for reservations, and it allows both the property-level staff and corporate
executives to stay on top of this critical distribution channel.
By offering innovative online training resources designed to increase
the front line team member�s ability to capture significantly more reservation
sales, Noble, CHIP, Flagstone, Richfield, Sage and Woodfin, in conjunction
with HSA, have all launched customized eLearning Centers that contain a
variety of interactive components to help orient, develop, enhance and
reinforce hotel employee skill and knowledge levels. Each of the
eLearning Centers feature:
-
eFocusing Orientation: A 25-minute webcast overview of the reservations
sales process created to provide employees unfamiliar with reservations
an introduction to the importance of their role and the key tools needed
for success.
-
eTraining Courses: Employees work through self-paced, web
based learning modules on the standards that have been created to enhance
property reservation performance. Hotel management can access information
on individual progress through the material and the employee�s assessment
scores. These management reports assist in insuring that key reservations
personnel have a strong understanding of the standards.
-
eCoaching Modules: Concise learner-driven vignettes of the most
essential actions that employees must take to meet standard performance
levels. These learning experiences correspond to the criteria established
for mystery call evaluations, allowing team members to focus their attention
on the specific areas where immediate improvement is needed.
-
eCasting Presentations: Webcast segments of six to ten minute duration,
providing employees with supplemental information that extends their knowledge
and understanding of reservations related issues and tangential topics
that are instrumental in preparing for interacting with various guest types.
-
eConferencing Events: Live and interactive netconference sessions
conducted on an �as needed� or ad hoc basis to allow team members to share
insights and to discuss challenges and opportunities that are directly
attributed to identified performance gap areas. These events integrate
web based image and content delivery, polling and assessment components,
chat capabilities and conference call technologies.
-
eForum Exchanges: Proprietary bulletin board and threaded discussion
venues that allow employees within the company to post questions, provide
commentary, share information and to engage in dialogue related to the
reservations sales process. HSA trainers and corporate staff who
provide training tips, suggestions and supplemental guidance on performance
issues raised in these exchanges regularly monitor the forums.
-
eSource Library: A repository of information and material that can
be referenced by employees who need access to forms, charts, diagrams,
exercises, case studies, checklists, job aids, workplace displays, reinforcement
tools to assist their skill and knowledge development.
-
Mystery Calling: Mystery calls are placed to hotels and call centers
in order to determine the reservations agent�s individual performance against
the established standards and criteria developed for each company.
-
Instant Web Access: Immediately after a mystery call is placed to
a reservations agent, the information about the individual�s score is posted
to a secure web site and an e-mail feature notifies management when an
employee is performing exceptionally well, or advises when a score is significantly
below what is determined to be an acceptable level. Overall hotel reports,
generated by Statability, are made available through a web site to allow
management to measure their results against other properties within their
group, region or brand.
�Our mission is to provide superior quality resources for enhancing the
top and bottom lines of hospitality related businesses,� said Mike Hampton,
Ed.D, CEO of HSA International. �Improving hotel reservation performance
is typically a central part of any effort to increase revenue. By learning
how to be more responsive to their customers, and attentive to tactics
to confirm a reservation, properties can positively impact their room revenue
growth. Our programs are reinforced by a team of professionals who have
extensive backgrounds and experience in education for the hospitality industry.�
General managers and regional sales and operations executives are impressed
that the eLearning system allows instant access to training experiences.
This means that employees and supervisors have resources available to address
performance gap issues whenever they need it, without having to wait for
traditional training activities. David Gilfillan, Corporate Director
of Revenue Management for Sage agrees, adding �HSA's eLearning provides
us with so many options for helping our staff improve right away after
the mystery shopping results come thru.�
Jeff Iavarone, Regional Director of Sales & Marketing for Flagstone
said �With today�s inconsistent demand levels, we want to ensure our hotels
are equipped to convert every reservation call. These new tools allow
us to identify needs areas, track our progress, and train via the web anytime.�
Adrienne Pumphrey, Corporate Director of Sales for Richfield added, �We�re
especially excited about the live eConferences, which give us a low-cost
alternative to traditional training events.�
HSA International provides traditional and online learning programs,
as well as mystery call services to monitor and provide feedback on the
performance of reservations agents, front desk personnel, PBX, group sales
and marketing, catering and others responsible for handling inquiries and
sales-related calls. HSA International can be reached at 954-432-7301 or
at www.hsa.com.
Statability
provides custom reporting packages that are delivered via the Web. These
reporting tools enable all levels of management to quickly and easily tap
into the company�s business results. Statability can be reached at 952-322-5865
or at www.statability.com. |