Hotel Online Special Report Hotel del Coronado Signs Agreement with HSA International for Blended Solutions Reservations Sales Training July 22, 2002 — Fort Lauderdale, FL. — Hotel del Coronado, a Mobil Four Star, Automobile Club of America Four Diamond hotel that was recently ranked among Training magazine’s 2002 Training Top 100 has entered into an agreement with HSA International to provide a targeted and blended solution for Reservations Sales Enhancement Training. Through the new Targeted and Blended Solutions (TABS) system, HSA offers a collection of products and services that have been proven to assist and support the process of developing employees in reservations and transient sales to reach and exceed expected productivity standards. The TABS system incorporates the essential elements needed to Monitor, Orient, Refine, Enhance and to progressively Sustain employee behaviors that are critical contributors to meeting these priorities in the reservations and front office areas, driving additional dollars to the top line. Components of the TABS system include Mystery Shopping with real-time delivery of reports, on-site training, eLearning from HSA’s Online University and workbooks, videos and workplace displays (i.e. posters, charts…), in addition to HSA International’s world-class service and support.
“With the many different types of accommodations and packages available at the Hotel del Coronado, ensuring that agents have a solid understanding of the sales principles is so critical for them to be able to help guests plan for a positive travel experience. This long-term, multi-dimensional approach to training will ensure that agents can quickly discover the caller’s unique needs and then offer just the right accommodations or packages to make each and every guest’s experience a special one.”, said Doug Kennedy, President of HSA International.
“The experience of making a reservation is often a guest’s first contact with the hotel and the hotel’s only chance to make a good first impression. This combined with The Del’s legendary service commitment makes it imperative that our reservations team can deliver the service our guests expect”, says Tracie Heisterkamp, Director of Revenue. “We are looking to HSA’s Reservations Sales Enhancement Training to improve the level of service during the guest interaction while incorporating yield strategies through advanced sales techniques.
Additionally, we will have the added benefit of monitoring the reservation team’s progress in real-time for maximization of coaching opportunities.”
Hotel del Coronado, situated along 31 oceanfront acres, is an elegant example of Victorian architecture and is considered one of America’s most beautiful resorts. The Del, as people have come to call her, has become a living legend with visits by celebrities, U.S. presidents and dignitaries from around the world. In fact, Hotel del Coronado is often credited with enjoying more fame and historical significance than perhaps any hotel in North America.
In August 2001, The Del completed a three-year, $55 million restoration, which included oceanfront dining venues and luxuriously redesigned and air-conditioned Victorian rooms. Adjoining the beachside façade of the historic Victorian Building, the new Windsor Lawn stretches seaward, re-establishing the resort’s connection to the Pacific. The restoration also included extensive preservation work, ensuring the 114-year old Victorian masterpiece will endure for future generations. 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.
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.
Contact: Brad Smith HSA International (954) 432-7301 www.hsa.com
Mike Wohl Statability (952) 322-5865 www.statability.com
Also See: Six Hotel Management Companies Sign Agreements with HSA International to Improve Property Reservations Performance / June 2002 On-property Reservations Departments and Regional Call Centers at Starwood Hotels & Resorts Monitored by HSA International and Statability / August 2000