• News
    • VRM Intel News
    • Latest News
    • Sponsor News
  • COVID-19
  • Marketing
  • Tech
  • OTAs
  • Customer Service
  • Regulations
  • Business
  • Housekeeping
  • Subscribe
  • More
    • Calendar of Events
    • VRM Intel Live!
    • Reports Login
    • VRM Intel Magazine
    • Advertise
    • Authors
    • About Us
    • Contact Us
VRM Intel
  • News
    • Why Not A Hotel? A Guest and Homeowner’s Perspective: There’s No Place Like Home … Or Is There?
    • Leading Proptech Company Guesty Appoints David Aber as CFO
    • Meredith Hospitality Brands Inc. Expands to Mt Hood with Acquisition of Mt Hood Vacation Rentals
    • Rent Responsibly announces new partnerships and new virtual conference series
      Rent Responsibly Launches New 2022 Partnerships and a New Virtual Conference Series for VRMs and Others
    • Houses in Koko Head, Oahu, Hawaii
      Property Managers And Owners Sue Honolulu County Over Bill 41
    • VRM Intel News
    • Latest News
    • Sponsor News
  • COVID-19
    • 2022 Vacation Rental acquisitions from AvantStay, VTrips, Vacasa, Meredith, and more
      Who Sold? Here’s What We Know: 2022 Vacation Rental Management Acquisitions
    • 2021/2022 Ski Destinations Showing Big Performance Gains in ADR and RevPAR for Vacation Homes and Condos
    • “It’s like a short-term rental regulation pandemic.” 2022 Spring Vacation Rental Regulatory Trends + Fall Outlook
    • HR 2022: Attracting Today’s New Workforce after the Resignation Tsunami and the Great Renegotiation
    • 5th Annual #BookDirect Guest Education Day, Feb 2: Why It Matters
  • Marketing
    • Why Not A Hotel? A Guest and Homeowner’s Perspective: There’s No Place Like Home … Or Is There?
    • 5 Steps to Clean Up and Organize Your Vacation Rental Website
    • Moneyball for Vacation Rental Managers
    • 4 Ways to Stand Out in a Crowded Market: Get Your Brand & Listings in Front of Potential Guests
    • Why, When, and How to Upgrade Your Hospitality Software
  • Tech
    • How One Vacation Rental Firm Finally Solved the Trust Accounting Problem
    • Vacasa (VCSA) Stock Falls as Lock-up Period Expires
    • 5 Steps to Clean Up and Organize Your Vacation Rental Website
    • Front of the House, Meet the Back of the House
    • Why, When, and How to Upgrade Your Hospitality Software
  • OTAs
    • Vacasa (VCSA) Stock Falls as Lock-up Period Expires
    • 4 Ways to Stand Out in a Crowded Market: Get Your Brand & Listings in Front of Potential Guests
    • Stays Group and Touch Stay Announce Partnership that Strengthens The Vacation Rental Travel Ecosystem
    • 2021/2022 Ski Destinations Showing Big Performance Gains in ADR and RevPAR for Vacation Homes and Condos
    • Using Airbnb For Bookings Just Got Even More Risky with New Refund Policy
  • Customer Service
    • Why Not A Hotel? A Guest and Homeowner’s Perspective: There’s No Place Like Home … Or Is There?
    • Leading Proptech Company Guesty Appoints David Aber as CFO
    • Meredith Hospitality Brands Inc. Expands to Mt Hood with Acquisition of Mt Hood Vacation Rentals
    • View of Waikiki from Diamond Head Park, Honolulu, Hawaii
      Honolulu City Council Bans Stays Under 90 Days Across Oahu
    • Are you a Visionary without an Integrator at Your Vacation Rental Management Company?
  • Regulations
  • Business
    • Leading Proptech Company Guesty Appoints David Aber as CFO
    • Meredith Hospitality Brands Inc. Expands to Mt Hood with Acquisition of Mt Hood Vacation Rentals
    • How One Vacation Rental Firm Finally Solved the Trust Accounting Problem
    • 2022 Vacation Rental acquisitions from AvantStay, VTrips, Vacasa, Meredith, and more
      Who Sold? Here’s What We Know: 2022 Vacation Rental Management Acquisitions
    • 5 Steps to Clean Up and Organize Your Vacation Rental Website
  • Housekeeping
    • Why Not A Hotel? A Guest and Homeowner’s Perspective: There’s No Place Like Home … Or Is There?
    • Analysis: “Reinventing” Vacation Rental Management by Alex Nigg
    • HR 2022: Attracting Today’s New Workforce after the Resignation Tsunami and the Great Renegotiation
    • Safety First: Evaluating and Addressing Safety Risks at Your Vacation Rentals
    • The Importance of the Guest Experience within Vacation Rental Operations: From the Back of the House to the Front
  • Subscribe
  • More
    • Calendar of Events
    • VRM Intel Live!
    • Reports Login
    • VRM Intel Magazine
    • Advertise
    • Authors
    • About Us
    • Contact Us
  • RSS

Customer Service for Vacation Rental Professionals

Emerald Grande Boosts Voice Conversions 20%, Raises ADR with Sales Training, Caller Demographic Data

Emerald Grande Boosts Voice Conversions 20%, Raises ADR with Sales Training, Caller Demographic Data
mm
VRM Intel Staff
August 2, 2013

August 1, 2013 – Emerald Grande at HarborWalk Village is a Gulf front destination in Destin, Florida, but it is not your average beach resort. Emerald Grande is a luxury condominium hotel with an inventory of mostly three or four bedroom units that delivers a $500 in-season ADR. Its multiple room types, amenities, and high nightly rate add up to a complex leisure reservation sales process. To maximize the resort’s high revenue potential, Chief Operating Officer, Bruce Craul took action two years ago to develop a world class sales team for his world class property.

Voice: the high-revenue booking channel

“Our reservation staff is great, but I am always looking for ways to improve processes and increase revenue,” Craul said. “Like most high-value leisure properties, voice is our major booking channel. Guests check us out online, but they call the property to finalize a booking decision for a $3,500 vacation at Emerald Grande. We get lots of inquiries. It was clear that if our reservation team could convert more calls, it would make a big difference on the bottom line.” Craul selected NAVIS, a reservation sales system company, to implement its comprehensive sales optimization program.

Reservation sales training boosts Emerald Grande’s revenue 10% – 20%

“NAVIS specializes in phone reservation sales optimization,” Craul said. “They trained our reservation managers in professional sales skills, installed phone system technology that displays caller demographics and provides call recording, created an out-bound call program, and they monitor our monthly conversion scores to track performance. Each agent owns their account and is incented to close the business. The program was comprehensive – and effective. We have a 10% – 20% revenue improvement with their sales processes depending on the time of year.”

The Navis System records all calls between the Emerald Grande’s reservations staff and the callers. Management reviews each one to refine sales ability and improve conversion rate scores. “This is the most sophisticated reservation optimization process in the industry,” Craul said. “Our team developed the skill to close more than 35% of all inbound calls. We would convert even more business, but often we don’t have the availability and have to issue a regret.” Craul said the NAVIS’ sales reporting lets him know more about what is going on with his business to make decisions based on solid information.

105% revenue growth with fewer rooms

The resort turned over 17 units to Wyndham Vacation Club in 2012, but Emerald Grande increased its revenue despite the smaller inventory. “In the past year we lost 510 room nights to Wyndham, but still made 105% of the previous year’s revenue. We could not have done this without NAVIS.” Emerald Grande also initiated a highly effective outbound call program to follow up on reservation inquiries. Craul said, “When someone calls for information, NAVIS’ system displays the caller’s phone number and other information. Their team trained us in out-bound lead follow up and the caller information creates a data-rich lead to develop. Our outbound calls generate a huge amount of revenue simply by following up on inquiries that did not commit on their first call.”

Craul explained that staff training was an integral part of the NAVIS system at Emerald Grande and that his team took the sales classes to heart. “I watched our reservations people become sales professionals, real closers. NAVIS showed our team how to build a relationship with each caller and make them want to come here. They ask questions about the caller’s family and their favorite activities, and match our offering with what is valuable to them. On the technology side, NAVIS provided our reservations agents with a second screen on their desk that displays each caller’s location, demographics, socio economic profile, and phone number. This helps us know our callers better, provide better service, and it sets the stage for our outbound sales effort.”

“We are a luxury leisure resort and voice channel continues to be the primary revenue source,” said Craul. “Our decision to invest in a program to make our call center processes more sales-focused and our reservation team more professional was a good one. The ROI on this decision was very fast.” Click here to learn more about NAVIS’ reservations sales system.

Related Itemscomprehensive dataleisure revenuenavisreservation sales systemreservations productivity
Click to add a comment

Leave a Reply

Cancel reply

Your email address will not be published. Required fields are marked *

Customer Service for Vacation Rental Professionals
August 2, 2013
mm
VRM Intel Staff

Related Itemscomprehensive dataleisure revenuenavisreservation sales systemreservations productivity

More in Customer Service for Vacation Rental Professionals

Why Not A Hotel? A Guest and Homeowner’s Perspective: There’s No Place Like Home … Or Is There?

Ren HinoteJuly 4, 2022
Read More

Leading Proptech Company Guesty Appoints David Aber as CFO

VRM Intel StaffJune 21, 2022
Read More

Meredith Hospitality Brands Inc. Expands to Mt Hood with Acquisition of Mt Hood Vacation Rentals

VRM Intel StaffJune 21, 2022
Read More
View of Waikiki from Diamond Head Park, Honolulu, Hawaii

Honolulu City Council Bans Stays Under 90 Days Across Oahu

Alexa NotaApril 19, 2022
Read More

Are you a Visionary without an Integrator at Your Vacation Rental Management Company?

Steve TroverMarch 24, 2022
Read More

YOUR Memory Factory: Creating Lifetime Memories for Guests with those They Cherish Most

Doug KennedyOctober 16, 2021
Read More
Scroll for more
Tap

Sponsor News

  • How One Vacation Rental Firm Finally Solved the Trust Accounting Problem
    BusinessJune 13, 2022
  • VTtrips Acquires Carolina Retreats, Silver Sands, Miss Kitty’s, and Tybee Vacation Rentals
    BusinessJune 7, 2022
  • Moneyball for Vacation Rental Managers
    BusinessJune 6, 2022
  • Is now the best time to sell your vacation rental business?
    BusinessJune 1, 2022
VRM Intel
Calendar of Events
Videos & Whitepapers
VRMintel Magazine
Subscribe
Advertise
About Us
Authors
Contact Us

Recent News

  • Why Not A Hotel? A Guest and Homeowner’s Perspective: There’s No Place Like Home … Or Is There?
    Customer Service for Vacation Rental ProfessionalsJuly 4, 2022
  • Aspen and Pitkin County, CO Limit Vacation Rentals to 120 Days a Year
    RegulationsJuly 1, 2022
  • Leading Proptech Company Guesty Appoints David Aber as CFO
    BusinessJune 21, 2022
  • Meredith Hospitality Brands Inc. Expands to Mt Hood with Acquisition of Mt Hood Vacation Rentals
    BusinessJune 21, 2022

View Current Issue

VRMintel Copyright © 2016-17 | Click HERE to Subscribe | Privacy Policy | Disclaimer | Copyright | Jobs | Facebook | Twitter | LinkedIn

Chicago Suburb Allows Vacation Rentals with Regulations
Ex-HomeAway Software (HASP) Exec Secures $1.5 mil in All-Star Cast of Angel Investors

xxx videos

  • mamadas
  • redwap
  • free porn
  • porno gratis