- Are hotels reserving rooms for everyone that calls?

 - Are call centers more effective at booking rooms than front desk GSRs?

 - How well does the industry book rooms over-the-phone?

This report is the first large-scale study of the hotel industry’s ability to effectively reserve rooms over-the-phone. 

It analyzes data from scored reservation and sales calls at nearly 300 properties. This study provides a detailed account of the state of reservation booking ability and over-the-phone sales skills in the hospitality industry and comparisons between brands, management groups, classifications, segments, etc. 

This project is collaborative effort between ContactPoint and Dr. Robert Woods PHD, of UNLV’s prestigious William F. Harrah College of Hotel Administration.

Dr. Woods is the most cited and published author in hospitality education. 

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The findings show clearly—somewhat surprisingly—that hotel call centers are significantly worse at techniques that make reservations more likely than are front desk GSRs. This finding was true across brand, classification and location cross sections. In nearly every measurably way, call centers were simply not as good as front desk GSRs.

We Examine Such Questions As:

• Are front desk GSRs more skilled at booking rooms over the phone than hotel call centers?
• How do brands compare to one another?
• How do luxury brands compare to other brands?
• What specific factors are statistically significant to booking more rooms?
• Should hotels use call centers to book rooms?
• What is the state of group/corporate sales?

This study allows hotels to evaluate their on-the-phone reservation taking performance against others in their region, brand or service classification. 

Download the research findings:

Questions? 

Call 1-866-468-0900 

About ContactPoint:

ContactPoint is the world leader in sales and guest service optimitics. They provide a range of technology and training solutions for the modern hotel. These tools—including call tracking, call recording, call scoring and a variety of online and in-person training packages—revolutionize the way hotels view their guest interactions. ContactPoint is on a mission to unleash the extraordinary power in every customer contact. For more information about ContactPoint visit www.contactpoint.com or call 866-468-0900.