As we move forward positively into 2021, the hospitality industry is rethinking its strategies. A main priority will be to carefully review how bookings are made, and the cost associated with each booking method.
In addition to the large human cost that COVID-19 has had on the world, its effect on the hospitality industry has been unprecedented. Because COVID has taken more jobs out of the office and further online, companies have been forced to look at how they can keep their teams united in the virtual workplace.
Most hotels have suffered a major decline in sales leads from reliable digital channels. Can the voice channel pick up the slack and drive direct bookings? Doug Kennedy, President of the renowned Kennedy Training Network, certainly believes it can.
As hotels slowly reopen in parts of the US, it’s time to question the future role of hotel call centers. In the following interview, we’re speaking with Travel Outlook’s CEO John Smallwood and its Vice President Operations Brett Puffenberger, about the challenge’s hotel-based call centers are facing today and in the coming months and maybe years.
The global pandemic has turned everything on its head, with the hospitality industry hit particularly hard. As hotels slowly reopen, they must adjust their revenue strategies to ensure they drive demand while being careful with their pricing decisions.