Smart revenue and marketing leaders know that despite the longstanding rumors of its demise, the voice reservations (distribution) channel is alive and thriving. Destination-type resorts, luxury properties, vacation rental agencies, and boutique hotels all know this. However, even at branded, select-service hotels, the front desk associate will tell you there are plenty of people who want to speak with someone onsite. What’s more, today’s reservation lead is often disguised as “Hi, I’m shopping online, and I just have a quick question about…” On the other side of the action, today’s reservations (and front desk) staff are often bogged down doing admin-type work, such as checking online bookings, entering rooming lists, answering in-app messages (in OTA’s), or researching payment issues. All too often, those incoming calls might feel like interruptions. In this webcast, Doug covers:

• Phone calls are opportunities, not interruptions.

• The four reasons why today’s pre-informed guests still call before booking online.

• Key questions for starting conversations with online shoppers who have called, so we can end the conversation with a confirmation number. (Versus

losing the sale to an OTA or another company.)

• Using a storytelling selling approach to sell the experience and not just rent beds.

• Securing the sale: primary and secondary closing techniques.

This episode originally aired on August 18, 2023. To register for future webcasts, visit www.KTNwebcast.com