Travel Outlook seeks to hire the best candidates with hotel experience and works directly with industry leaders such as Forbes Travel Guide and Kennedy Training Network to develop leading edge sales and service strategies to ensure the best possible result and experience on every call.
Our training, coaching and quality assurance efforts are built specifically for our hotel partners market segment, property type, revenue strategies, company philosophies, and any unique operational needs.
In addition to substantial internal quality assurance efforts, we also monitor the results of our training with our innovative “mystery shop” calls and detailed evaluator feedback.
Our team members regularly engage in training games, team activities, role playing, and group exercises. This provides our Reservations Specialists the training they need to succeed in today’s world of over-informed, multi-tasking callers who have looked at too many choices online. Training themes are based on the premise that today’s callers have visited sites such as TripAdvisor, or perhaps even read a social media posting on a friend’s Facebook wall. And before dialing, they have also researched rates on your own website or an online travel agency (such as Expedia).
This training and adherence protocols help our Reservations Specialists to create a more conversational, interactive call experience to engage the caller and to find the “story” behind the call.
Armed with this information, our team goes beyond the “website search support” approach that many Hotel Reservations Specialists take. Instead, our Reservations Specialists learn to use descriptions that “allure and entice” instead of merely notifying and informing your clients of rates and availability.