How Much Does It Cost To Generate A Voice Reservations Inquiry? How Much Are You Investing In Properly Following-Up?
Despite that there is more information for guests to view online than ever before in the history of the lodging industry, the phones continue to ring in reservations offices and at the front desk. Simultaneously, hoteliers continue to increase direct bookings. Hardly a day goes by that I don't see another article on this topic, yet when I click on them the discussion is almost always on website bookings; rarely do I see a mention of voice as a distribution channel. If you are truly committed to increasing direct voice bookings, read on.
A first step that I always do with my consulting clients and also with participants in our KTN reservations training workshops is to calculate the costs of making the phones ring. Granted, this is not a perfect science, but even an approximate number is eye opening.