Close

Cart

Total $0.00

Checkout

Call Conversions, ADR and Direct Booking Revenues All Increase After Implementation of KTN’s Training

Hollywood, Florida – May 23, 2016 – Like all hotel companies, Bartell Hotels was looking for ways to increase direct bookings as part of an overall strategy to reduce its distribution costs and to recapture market share from other channels such as OTA’s.  As the owner and operator of 8 fine hotels in the San Diego area, Bartell maintains its own centralized reservations call center to provide the personalized service and local area knowledge that today’s callers are seeking. 

In early 2015, Bartell Hotels contracted with KTN to provide its Hotel Reservations QUEST training and mystery shopping program for the reservations team at its call center and also implemented the best practices KTN recommended, such as implementing new “by agent” sales metric reporting and updating its staff recognition and incentive contests. 

“We were super excited to onboard Bartell Hotels last year,” said KTN President Doug Kennedy.  “They were clearly among the enlightened hoteliers who recognize just how important the voice channel still is as a tool for capturing more direct bookings.” 

Bartell Hotels engaged KTN for one of its Ongoing Training Programs that involves three customized, on-site training interventions over a 12 month period along with monthly mystery shopping support.  “We really like that Doug Kennedy personally presents all of the KTN workshops and coaching sessions,” said Bob Hilborn, General Manager of the Holiday Inn Bayside where the reservations office is located, “…and especially that Doug personally reviews and comments on all of the performance metric reports he recommended each month to reinforce the training.”  

Shannon Pavich, Director of Central Reservations said “KTN has improved the quality of our calls in our call center. Their mystery shoppers are wonderful and are nearly impossible to detect, unlike what we found from dealing with other companies where our agents always seemed to know when it was a shopping call. Before KTN some of my agents would go months without getting shopped and now each agent gets feedback each and every month.”  

“The results speak for themselves,” according to Sergio Davies, General Manager of the Humphrey’s Half Moon Inn and Suites.  “For example, as compared to the first 4 months of last year, in 2016 our call volume went down by 10%, while our total revenue sold actually increased significantly by 5.6%.  This is because our agents’ call conversion was up 4.8 percentage points, (a 17.7% increase) and also because our ADR increased by $2.13 per room night sold by our call center.”

“Our training alone cannot cause this type of change,” said Doug Kennedy, “But when nested into the right corporate culture where leaders are open to new ideas and ready to reinforce, it definitely always makes a difference.”  Kennedy says that many hotel companies believe that voice is an unimportant distribution channel and they fail to see the huge opportunity for channel conversion of online shoppers into direct bookers.  “Bartell Hotels was different.  They recognized right away that our new QUEST program gives agents the tools they need to convert someone who has already seen the rates, viewed pictures and probably also read reviews,” he said. “Rather than using a scripted approach to spew out a list of random features, QUEST is all about asking the right QUESTions to figure out what it is they need to hear to make a commitment.”  

About Kennedy Training Network

Kennedy Training Network (KTN) is the lodging industry’s best source for customized hotel training workshops, conference presentations, and private individual hotel team webinars.  KTN specializes in reservations sales, hospitality and guest service excellence, hotel sales training, and front desk upselling and profit optimization.  KTN is also a leading provider of hotel telephone mystery shopping for hotel brands, management companies, and individual hotels from all market segments. Contact KTN at info@kennedytrainingnetwork.com or call (866) 922.4662 or visit: www.KennedyTrainingNetwork.com

Contact: Doug Kennedy, President

(866) 922.4662 / (866) 922.4662

About Bartell Hotels

Founded in 1975, Bartell Hotels is one of San Diego’s oldest and largest independent hotel companies with eight hotels, six restaurants, three marinas, and the nationally renowned Humphrey’s Concerts by the Bay.  Bartell Hotels include: Holiday Inn Bayside, San Diego Airport Hilton, The Dana on Mission Bay, Pacific Terrace Hotel, Sheraton La Jolla Hotel, Humphrey’s Half Moon Inn & Suites, Best Western Plus Island Palms Hotel & Marina, and Days Inn at Hotel Circle by Sea World. Marinas include: Shelter Island Marina, Half Moon Marina and Dana Marina. For more information visit: www.bartellhotels.com

Related News

What Hotels Can Learn From Delta Airlines About Personalized Guest Engagement

Sales “Steps” and “Funnels” Are SO 1990’s; Here’s What It Takes for Hotel Sales Success in 2019

“Heart Failure”: The Leading Cause of Bad Reviews

5 Easy Ways to Reduce Turnover at the Front Desk

Limited and Select Service Hotels: 5 Ways Your Front Desk Staff Can Increase Direct Bookings and Cut Distribution Costs

Doug Kennedy Announces Updates to Program for Front Desk Staff to Become "Certified in the Heart of Hospitality"

Condition Your Reservations Team so That When They Hear “Ring-Ring” They Think “Cha-Ching!”

The Stereotyping of Millennials Has Gone Too Far

Why You Should Be Listening to What Your Voice Agents Are Saying Right Now to Potential Guests

Train Your Front Desk Team on the "5 Pillars of Hospitality Excellence"

What's Wrong With Your Hotel Website? Ask Your Call Center Team

KTN Announces an Innovative New Front Desk Hospitality Certification Program

Train Your Front Desk Colleagues to Be “Memory Makers”

Update Your 800 Message on Hold to Encourage Direct Bookings and Cross-Sell

All Guest Services Staff Should Love Guests’ “Buts”

Hospitality Requires Stepping Into “Character" Like an Actor on a Stage

How Video Tools and Screen Sharing Can Help Today’s Hotel Salespeople Stand Out

Want To Hear What Your Reservations Agents Are Saying Right Now To Callers?

Why I STILL Pick up Trash in Hotel Lobbies

How Much Does It Cost To Generate A Voice Reservations Inquiry? How Much Are You Investing In Properly Following-Up?

All News »

Please login or register to post a comment.