Objective

Hotelfone are a reservations support business with a team of 28 agents for the independent luxury hotel sector. Due to a successful business model the team is expanding fast, and a training module was needed to review the quality of call standards in place with conversion skills a key focus. The Managing Director had clear objectives as follows

• To review the Hotelfone standards for reservations calls.

• To provide the agents with the skills to convert incoming reservations into sales.

• To drive Hotelfone revenues through increased conversion and customer satisfaction.

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Solution

The objectives were broken down into the phases as follows

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Phase 1

• VROOM carried out extensive mystery shop calls to ascertain current strengths and weaknesses of the agents both individual and collectively.

• A training course was written setting the standards for Hotelfone from the research.

Phase 2

• 7 training courses were rolled out across the country ensuring all agents participated.

• The feedback document highlighted individual scores (by discipline) and an overall Hotelfone score.

Phase 3

• Mystery shop calls were made to each agent with a one-on-one follow up mentoring session.

• These sessions reinforced the Hotelfone standards in addition to allowing the agents to listen to their calls and have an in-depth feedback session. These one to ones also gained commitment from each Agent on their development needs and personal action plan.

Note: Phase four has been delayed due to coronavirus.

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Outcomes

Hotelfone were provided with a detailed training feedback document and a training module for call handling with clear standards in place was created. The overall results showed that collectively Hotelfone scores went from 52% to 71% following phase 1 and 2 of the training. With at least 4 agents scoring over 80%

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Client's Viewpoint

“The success of this module was undoubtedly down to the quality of training provided by VROOM. This was underpinned by their comprehensive understanding of the business needs and the attention given to individuals within our team to improve their performance.

I would recommend this style of approach to all hotels in this challenging competitive environment we are currently experiencing”

Roddy Whiteford, Managing Director

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Robin Sheppard

Chairman, Bespoke Hotels

"VROOM have worked with Bespoke hotels for many years and produced some spectacular results. Their skills are intuitive, commercial, urgent and very effective. We keep working with them because they keep delivering. You should try them!"

Sean Donkin

Managing Director, The Inn Collection

“Working with VROOM has been a path of enlightenment for the group as we have enhanced our opportunity to maximise revenue generated from rooms. It is a pleasure to work with VROOM and we look forward to taking the next steps with their guidance, support and loyalty”

Iain Jurgensen

Managing Director, Portavadie

“The delivery of the training was exceptional and feedback from the teams was overwhelmingly positive. The success of this project was down to the quality of training.”

Mark J. S. Platt

Director, Paragon Hospitality Consultants

"VROOM has a great overall understanding for TOTAL REVENUE MANAGEMENT, an essential and valuable asset in today’s economic uncertainty.

I cannot recommend VROOM Revenue Management enough, if in need of any assistance in the future I would not hesitate to appoint VROOM."

Roddy Whiteford

Managing Director, Hotelfone

“The success of this project was undoubtedly down to the quality of training provided by VROOM. Underpinned by their comprehensive understanding of the business needs and the attention given to individuals within our team to improve their performance”

Mario Ovesenjak

General Manager, Gotham Hotel

"Working with Nicola at VROOM has been a success story from day one-she has her finger on the revenue pulse seven days per week, interacting withus on property several times per day and that’s one of the reasons why Hotel Gotham is such a success story."

Nicholas Crawley

CEO, Imolott Hotels

"I have worked with Vicky over many years- and have always found her to be incredibly diligent, hardworking and efficient. She has sales in her DNA and will persevere in getting the business in, whatever it takes."

Ana Binz

Former General Manager, Home House

"VROOM helped us develop our revenue management skills. I would highly recommend their services- they are effective, very relatable and maximise each area of the business to its full potential."

Bruce Cave

CEO, Active Hospitality

"VROOM are extremely knowledgeable with over 20 years’ experience at a senior level. We would not hesitate to recommend VROOM or use them again."

Stephen Carter, OBE

Carter Hospitality

"I have always found Vicky to be both highly professional and highly proficient in any work that she applies herself to. She is widely respected across the hospitality sector and her integrity, passion and work ethic are extensively recognised as the Hallmark of her success."

Rebecca Marshall

Revenue Manager, The Manor Collection

"I was lucky enough to be coached into my current Revenue Management role by the team at VROOM. Receiving one on one training and support was invaluable and ensured that I was already up and running from the point I took over the role."

Hotelfone

14/7/20