| Fort Lauderdale, FL � August 29, 2000 - Starwood Hotels & Resorts
Worldwide has selected HSA International and it�s strategic alliance partner
Statability to provide web-based reporting of telemonitoring and test call
data for its corporate owned and managed properties in the United States,
Caribbean and Canada. John Shields, corporate director of revenue
management operations for Starwood indicated that this is a crucial element
of the tactical approach to improving the performance of revenue-generating
employees, particularly those in on-property reservations departments,
and at the regional call centers.
The use of this system now enables Starwood corporate and property-level
management to instantly access information on current performance measures
that are considered vital to proactive sales and revenue management practices.
Gaps that are detected between actual employee behaviors and established
standards can be dealt with immediately, rather than waiting for month-end
reports that are typically received via surface mail, facsimile transmission
or e-mail distribution. Similarly, employee actions that are identified
as exceptional can be instantly recognized and rewarded or reinforced.
According to Michael Hampton, Ed.D. CHE, Chief Executive Officer of
HSA, this on-line reporting system provides a competitive advantage for
Starwood, in that it allows the company to access current data 24 hours
per day/7 days per week. This means that there�s heightened responsiveness
to the kinds of things that can dramatically impact sales�either positively
or negatively. Starwood�s corporate, regional and property-level
managers and supervisors worldwide can analyze a range of indicators on
the activities of employees who influence revenue, and can read the information
in almost any language.
The results are made available in a variety of formats and compared
with historical benchmarks in real time. This enables Starwood�s
management team to coach and counsel employees that need help in improving
performance and productivity without delay. This process is even
further enhanced with an e-mail notification feature. Supervisors
are alerted once test calls have been completed, so that they can visit
the web site where reports are posted and decide what actions to take.
 Michael
Goldenberg, co-founder of Statability, notes that the overriding decision
for many companies, like Starwood, in making a move to the on-line reporting
of data has been the instantaneous access to information. Real time
reporting enhances the ability of local management to take pro-active measures
to reduce the response time involved in effectively managing employee actions
that impact increased revenue generation, customer retention and guest
satisfaction. This is the type of tool that the entire organization
can use to drive top line revenue, which in turn boosts bottom line performance,
and particularly for public companies, builds greater shareholder value.
Mystery Calling
Program Providing
Instantaneous Knowledge
FORT LAUDERDALE- In a major move to reduce the time it takes to access
and respond to performance data obtained through mystery calling programs
and test call evaluations, Doug Kennedy, President of HSA International
announced that a strategic alliance has been formed with Atlanta-based
Statability.
Statability, which also has offices in Minneapolis, provides innovative
reporting tools that are delivered via the World Wide Web. These reporting
systems enable all levels of management at a company to quickly and easily
tap into the company�s business results and gain the instantaneous knowledge
they need to make decisions about how to improve their operation.
HSA International, headquartered in Fort Lauderdale, provides 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 inquiry and sales-related calls at
hotels, resorts, vacation rental companies, vacation ownership properties,
central reservations offices and call centers.
According to Kennedy, this alliance enables test call results to be
immediately posted to a secure web site, where management can review an
individual agent�s score on checklist criteria, as well as to access overall
summary and comparison information for their specific property, region,
brand or company.
�Through Statability�s report design, anyone in a company can drill
down into as much national, regional or local information as they�d likeÑall
in just a few seconds,� said Michael Goldenberg, President of Statability.
This provides management with a strategic opportunity to identify critical
gaps in performance as they occur, allowing them take an immediate tactical
action to drive below-standard behaviors up to expected levels, or reward
above-standard behaviors in accordance with their company culture.
Reservations agents play a significant if not critical role in revenue
generation. �During a mystery call, if an agent isn�t asking questions
to close the sale and book the reservation, top line revenues are being
negatively impacted,� said Kennedy. �When the test call scores are then
posted to the web, management can respond quickly by coaching and/or training
the agent in the proper procedures.�
In addition to being able to review checklist criteria and management
summary reports, the web-based system created through the HSA International/Statability
alliance can also allow management to listen to test call recordings through
the web by simply clicking on an audio icon.
Another, even more dynamic aspect of the system created by this alliance
is that coaching and training tools can be built into the report. Through
condensed distance learning modules, employees can obtain instant guidance
and recommendations on how to improve their behavior relative to the criteria
where performance was identified as below standard.
�One of the elements that creates great value to clients using the web-based
reporting system is an e-mail feature that notifies management when an
employee performs exceptionally well or when their score is significantly
below an acceptable level,� said Kennedy. This notification prompts management
to recognize superior performance, as it occurs, in order to give positive
reinforcement. It also serves to make management aware of situations that
require immediate remedial action, so that negative effects can be minimized. |
 HSA
International specializes in the design, development and delivery of training
programs, products and services created especially for the hospitality
industry; including workshops, seminars, mystery calls, workplace displays
and job aids, operations manuals and other tools for human resources development.
Statability provides customized reporting packages that are delivered
via the World Wide Web. These reporting tools enable all levels of
management to quickly and easily tap into the company�s business results.
This instantaneous knowledge allows managers at all levels of the organization
to make informed decisions to improve their operation. |
