Doug Kenedy
With most hotels and call centers seeing an increase in inquiry calls as demand rebounds in markets, it is more important than ever for your frontline sales representatives to maximize their call conversions and total revenue sold vs. goal. Depending on the type of lodging operation or call center, and of course your targeted market segments, this might include group sales managers, reservations agents or even front desk staff.
One great tool for maximizing your team’s overall sales effectiveness is to implement an ongoing mystery shopping assessment and coaching program. When properly organized and implemented, mystery shopping reports can help all telephone sales agents provide a less transactional, more conversational, caller-focused sales experience.
Unfortunately too many mystery shopping programs fall short of actualizing their potential as an assessment and c
