On-property Reservations Departments and Regional Call Centers at Starwood Hotels & Resorts Moni

/On-property Reservations Departments and Regional Call Centers at Starwood Hotels & Resorts Moni

On-property Reservations Departments and Regional Call Centers at Starwood Hotels & Resorts Moni

|2000-08-01T00:00:00+00:00August 1st, 2000|

Hotel Online Special Report On-property Reservations Departments and Regional Call Centers at Starwood Hotels & Resorts Monitored by HSA International and Statability — Mystery Calling Program Providing Instantaneous Knowledge 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.

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.

Contact: HSA Lauren Piscopo Vice President of Marketing 954/432-7301 lpiscopo@hsainternational.com www.hsainternational.com — Statability 952/322-5865 www.statability.com Also See Can Mystery Shopping Help You?/ Harry Nobles / April 1999

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