Great Addresses Implements Call Center, CRS Integrated Support

Hotel operator Great Addresses selects Advantage Reserve, LLC, a provider of voice reservation and website booking services, to utilize its pay-for-performance call center services. Advantage Reserve is handling reservation calls for Great Addresses' two Washington, D.C. hotels-the 170-room Carlyle Suites Hotel and 150-room Savoy Suites Hotel-from 6 p.m. to 9 a.m. daily, around the clock on weekends, and for overflow calls during normal business hours.

When calls for the two Great Addresses hotels are answered by Advantage Reserve agents, they access the hotels' room inventory through TravelCLICK's iHotelier central reservations system (CRS). Reservations made through iHotelier are immediately visible to staff at the two hotels. Advantage Reserve's pay-for-performance model has enabled Great Addresses to realize increased revenues without the added cost of salary.

"Their pay-for-performance business model is unique to the central call center reservation space," says MarcAnthony Crimi, vice president eCommerce & Revenue Management for Washington, D.C.-based Great Addresses. "'I was especially pleased when Advantage agreed to utilize iHotelier by TravelCLICK, my existing on-property central reservation system. By Advantage using that technology to process reservations, my hotels are able to easily manage rates and inventory from a single platform."

TravelCLICK's iHotelier is the preferred CRS for independent hotels and hotel companies. TravelCLICK's mission blends well with that of Advantage Reserve, which is also focused on streamlining the reservations process for independent hotels, boutique properties and management companies.

24/7 availability
Advantage Reserve's pay-for-performance model enables hotels and management companies to realize increased revenues without the added cost of salary. Advantage Reserve's agents are available 24 hours a day/seven days a week. Call handling is also available to those hotels that only need reservation assistance after hours or during peak call volume periods.

Advantage Reserve provides continuous quality evaluation of the call experience through analysis of talk time, speed of answer, abandon rate and conversion rate. The company provides incentive programs to its agents and ongoing training to keep them up to speed on the features and benefits of its customer's hotel.

Custom web booking engine
In addition to providing private label, toll-free voice reservation service, Advantage Reserve also offers a real-time, easy-to-use custom Web Booking Engine for hotels not currently using TravelCLICK. Because the extranet used for the voice reservation service and Web booking engine are the same, rates and other hotel information need only be updated once.

The hotel client has complete access to the extranet. The intuitive and graphical platform allows travelers and travel agents to book directly on an existing website in four simple steps. Hoteliers can access inventory, marketing statements, digital images, availability and rates for individual or multiple room requests. Secure credit card transactions ensure guest privacy, and e-mail confirmations, cancellations and changes are sent immediately to the guest. The Advantage Reserve Web Booking Engine helps increase hotel revenue.
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