News : Kennedy Training Network Helps Bartell Hotels’ Private Call Center
Hollywood, FL, USA, May 24, 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 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.
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"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."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Consider Your Center As A Production Line
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
Published: Friday, May 27, 2016
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