The Woodlands (Houston), Texas, December 2012 … Benchmark Hospitality
International
has announced the launch of a new Global Revenue Support Center,
designed to
provide voice reservations solutions to customers of the company’s
resorts,
hotels and conference centers. The Global Revenue Support Center was developed with both the needs of the
customer and the
requirements of each individual Benchmark property in mind. Its primary goal is to provide customized and
attentive service in order to maximize room revenue and increase the
conversion
ratio of calls (to booked reservations) during the times designated by
each
property. The Center is located at
Benchmark Hospitality’s corporate offices in The Woodlands, Texas, near Houston.
The Global Revenue Support Center
enables each Benchmark property to centrally manage its inventory so
that
customer service agents can sell in ”real time” and offer
accommodations at
current price demand. The Center also
serves as the overflow alternative for each individual property’s
reservations
department during peak periods, loss of staffing, and after hours,
thereby
maximizing the capture and conversion of customer inquiries.
 “I am very pleased to announce
Benchmark’s new Global Revenue Support Center,” said Kim Nugent, vice president revenue
management for
Benchmark Hospitality International.
“This is an important step in leveraging our reservations
support
throughout the company, and enables us to be actively available with
the most
current reservations and pricing solutions to each of our customers
globally.”
Benchmark’s Global Revenue Support Center agents receive customized training to help
ensure that
every customer experience is individualized.
They are trained in the unique characteristics of each
individual
resort, conference center and hotel, whether a personal luxury
property, a
destination resort, or a conference center.
Through technology, they are equipped to provide inventory
availability
with minute-by-minute guestroom and pricing solutions.
Organized with the availability and booking
capability for amenities and services offered at each property, the
agents
maximize revenue within each call.
The “Call Center Application”
software being used at the Global Revenue Support Center enables
Benchmark to
book reservations for all properties from any property utilizing one
system. This facilitates cross-selling
opportunities and capabilities. A daily
reporting format provides an encapsulated overview of call conversions,
calls
handled, average room rates booked, revenue generated and guest length
of
stay. Lastly, staffing levels at each
property can be monitored to ensure that the available levels of
staffing exist
for the anticipated volume of calls at all times of the day.
About Benchmark
Hospitality International
 Benchmark
Hospitality International
is a leader in the management and marketing of resorts, conference
centers,
hotels, and Personal
Luxury Resorts & HotelsSM.
The independent company, launched in 1980, is
a worldwide organization operating properties in major metropolitan and
resort
destinations. Benchmark's international
headquarters is located in The Woodlands, Texas, near Houston. Benchmark Hospitality is also a founding
member of the
International Association of Conference Centers. The
company's eastern regional office is in New Jersey,
western regional office is in Washington, with international offices in Tokyo, Japan,
and Santiago, Chile. For the location of Benchmark's properties and
additional
information, visit www.benchmarkhospitality.com.
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