Bring on the Lux: 4 Reservation ‘Musts’ for Premium Properties

April 28, 2015 NAVIS

“There’s no other overflow/after-hours reservation service out there that does what you do for 4 and 5 star resorts and we are extremely pleased with your team’s performance, professionalism and how they’ve represented our luxury resort.”Jeremy Fain, Director of Revenue, Ojai Valley Inn & Spa
 

What defines a luxury property? What raises guest service to the premium level?

Anticipatory luxury.

Make it easy for guests to enjoy their stay.

Forbes Travel Guide’s stance is that guests at a premium property have only two responsibilities: 1) They must book their reservation. 2) They must pay their bill. They should not have to work for anything else.

Wise hoteliers recognize that the luxury experience begins with the reservation process. Reservation agents are often the first purveyors of your luxury brand. Make sure they understand how to deliver anticipatory hospitality on every call:

1. Educate reservation agents to know your property inside and out.

A solid grasp on what’s available helps your team better anticipate guests’ needs.

2. Capture any and all details about guest preferences (NAVIS Narrowcast optimizes your efforts) and act on that information consistently for every stay.

If the potential guest reveals that she’ll celebrate a birthday during her stay while on the reservation call, greet her with a special birthday treat upon her arrival. Pillow preference, extra side of syrup with room service pancakes, premium tee time–no detail is too small to capture and implement. And no guest should have to voice a preference more than once.

3. Empower reservation agents to use preference data to arrange a luxury experience.

Set up car service to ferry guests to and from the airport in style. Offer to book brunch or dinner reservations when restaurant space will be limited on a busy weekend. Recommend that guests brunch by a window and watch the horses leave their stable. Book their dinner on the patio to watch the sun set. What about a spa appointment after a busy conference? You get the idea.

4. Make sure your overflow call center conveys your luxury brand.

It makes financial sense to engage an outside call center to capture the 5-10% overflow during peak reservation times. If your callers have to wait for a reservations agent to answer during busy times it can jeopardize your star rating. But 4- and 5-star properties (and those who aspire to achieve a premium rating) must ensure outside reservation centers represent your premium brand effectively.

 

Forbes AAA

NAVIS RezForce LUX sales agents consistently surpass the Forbes Travel Guide 4- and 5-Star and AAA 4- and 5-Diamond reservation standards. We’re the only reservation call center that elects to be “shopped” by Forbes twice a month. We participate with Forbes in its calibration session to ensure that NAVIS RezForce LUX agents do what it takes to maintain our 97% shopped call rating.

Listen to a real shopped call…

Call #1
Aspen, CO client – received 100% Forbes Travel Guide score

Call #2
Aspen, CO client – received 100% Forbes Travel Guide score

…then let us know how we can help you deliver anticipatory luxury with your guests’ first contact.

 

 

Michelle Marquis, NAVIS VP Marketing and Strategic Initiatives

The post Bring on the Lux: 4 Reservation ‘Musts’ for Premium Properties appeared first on Navis.

 

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