Challenge

A large hotel company sought help in improving the number of booked room nights originating in its reservation center.

Solution

We designed a custom program to equip and empower reservation agents to become more proactive in selling.

Our custom solution included the following:

• Helping the executive team define what the ideal interaction between the customers and the reservation agent would include – in terms of both the focus of the communication and the outcomes to be delivered
• Assisting the team in developing a specific profile that defined the attributes and competencies a Reservation Sales Agent would need to successfully deliver upon the executive team’s expectations
• Partnering with internal Human Resources leaders to reframe the “talent team” strategies such as modifying the compensation structure to incentive-based pay to properly support the desired outcome
• Working with the team to develop an implementation roadmap that included detailed change management and training to move them from their current status to the achievement of their new performance goals

Result

Sales for booked room nights dramatically improved while also improving the guest satisfaction quotient. Additional benefits included creating a culture of high performance and motivation for those working in the reservations unit. The improved culture and results-based compensation made this unit one of the highest rated in the organization for employee satisfaction and engagement.