Regal Hotels International Focuses On Multi-National
Companies, Worldwide Clients Connect Toll-Free In Partnership With VIP
International as Reservation Channel Sales Partner |
February 4, 2003 - Hong Kong-based Regal Hotels
International had a problem last year: their corporate clients came from
all across the world to do business in China, but Regal was unable to fully
employ its universal international toll free reservations number (UIFN),
a critical part of its marketing program. Regal acquired its UITF
several years before, but their reservation service provider had not been
able to implement total international 1-800 services for them.
�We secured our international toll free number
through AT&T, but it was not until this year that we were able to gain
the full benefit from it. Our previous reservation channel provider
was unsuccessful in getting it to work; they told us it was impossible,�
said G. Paul LeBlanc, Regal Hotels� Senior Director of Sales and Marketing
for the Regal Airport Hotel. �We tried several other channel providers,
then last year we asked VIP International to take over Regal�s electronic
reservation distribution, voice center and central reservation responsibility.
Within 45 days VIP had resolved our UIFN problem and was using the 1-800
line to receive toll free reservations from 28 countries. They refused
to take �no� for an answer from our phone carrier. Now VIP provides
all Regal Hotels� toll free voice reservation services internationally
and handles our electronic channel distribution as well. Working
with VIP our reservation numbers are up by 26 percent over last year.�
When most hotels and markets worldwide are experiencing
a downturn, Regal Hotels is rocking. With seven independent hotels
in Asia Pacific, Regal is one of the strongest hotel companies in the region,
and its 3,500 rooms in Hong Kong make it the largest hotel operator in
that city. What separates Regal from most Asia Pacific hotel companies
is its effective use of the Internet and other electronic booking channels
to sell rooms internationally. Regal learned the value of the Internet
early and, with the help of VIP International as its reservation sales
partner, is building on its knowledge to attract a growing number of international
corporate business travelers.
LeBlanc
explained, �We use VIP�s Book-A-Rez� for Internet reservations and their
voice center for our international phone reservations. VIP handles
all of our toll free reservation calls from its Calgary, Canada voice center.
They answer calls from Tokyo in Japanese, handle reservations originating
from China in Mandarin, and they do a great job. Our 10-month October
reservations have exceeded performance for all Regal hotels for the entire
year of 2001.�
VIP uses an advanced automatic call distribution
(ACD) system to distribute Regal�s incoming reservation calls internally
to the appropriate language specialists. VIP�s voice center also
handles Regal�s European reservation requests, and has racked up a 33 percent
conversion rate for Regal Hotels� reservation calls.
VIP implements Regal Hotels� travel agent consortia
strategies as well. Regal has always been knowledgeable and effective
in marketing to travel agent consortia. Now, with VIP�s electronic
channel capability, Regal is maximizing its brand awareness in the Asia
Pacific region through VIP�s state of the art technology to leverage Regal�s
programs. VIP uses its on-line database to track Internet consortia
participation, bids, acceptance letters, and rates to compare the attractiveness
of Regal�s programs among more than a dozen consortia like American Express,
Calson, and Wagonlit. Since their partnering, VIP has delivered a
100 percent success rate in consortia programs for Regal.
.
.
�VIP was one of the first reservation sales providers
to be truly Internet based,� continued Regal Hotels� , LeBlanc. �We
manage all our rates on the Internet, through VIP�s Book-A-Rez� system.
We are currently receiving 3 to 4 percent of our reservations through various
dot com sites and Book-A-Rez� alone. The key to international GDS
marketing is how well a hotel company sets up its code mapping. If
we have a rate for Cisco, I want to make sure every Cisco office in the
world can reach that rate. The codes are what link a hotel company�s
properties in different cities and countries with accurate availability
and, most importantly, with corporate rate structures. In the past
we experienced some difficulty maintaining accurate global GDS availability
and rates for our properties internationally. VIP knows how to map.
They help us handle this now so companies like Motorola and Cisco, with
offices all over the world, can go through any GDS channel and see the
same corporate rate and property codes in Sydney that they do in Copenhagen.
This is key to establishing corporate agreements with multi-national companies
with staff traveling to Asia.�
China�s economic growth has fueled fierce competition
in the Asia Pacific region. Although tourism is down globally, business
travel to Hong Kong and Mainland China continues to build, and hotel companies
offering rooms through electronic channels have an advantage in the global
marketplace. �VIP is an excellent reservation service partner.
They have a thorough knowledge of the market and current technology issues,
and maintain offices in Hong Kong to provide local service and training.
They follow through on rate loading, mapping, corporate account and consortia
issues, and guarantee that all windows and doors are open to ensure that
if the hotel is available with a rate to sell that is good for the market,
the connectivity is there,� concluded LeBlanc.
Book-A-Rez� is a registered trademark of SynXis
Corporation
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