John Smallwood

CEO of Travel Outlook

John Smallwood

After 30 years in the hospitality business as an owner and manager of all types of hotels, John Smallwood created Travel Outlook, the only hospitality-centric high-touch call center in North America.

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Insights by John Smallwood (8)

Digital Marketing and the Voice Channel: A Symbiotic Symphony

In today's world, digital marketing efficiency is not only mission-critical, it's a business imperative. While hospitality marketers typically look to improve conversion rates from their digital campaigns on their websites and within the booking engine, there are many opportunities to optimize digital marketing performance within the voice channel.

Capture Direct Bookings 365/24/7

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.

Unity in a Virtual Workplace - How to Unite Disparate Teams to Work as One

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.

Why Independent Call Centers Often Outshine Hotel Brands

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.

The Future of Hotel Call Centers

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.
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