Regal Hospitality Group has developed the Hotel Reservation Evaluation Program so we can provide our clients with the answers to several important questions:

1. Is your reservation staff determining the potential guest’s needs?

2. Is your reservation staff selling the hotel’s benefits and amenities?

3. Is your reservations staff quoting “rack rates” first before offering discounts?

4. Is your reservations staff asking for the sale?

Since your reservations department has a direct effect on your hotel’s REVPAR and ADR , it is crucial that hotel management know exactly how well their reservations staff is performing.  Unnecessary discounting or lack of closing skills can account for hundreds of thousands of dollars annually in lost revenues.

The Program

The Hotel Reservation Evaluation Program evaluates your in-house reservations agents in such areas as:

•         Initial telephone contact

•         Ascertaining customer needs

•         Selling the amenities and benefits of your hotel

•         Quoting of rates from top to bottom tier

•         Closing skills of the sales agent

Many of our clients choose to have their reservations departments evaluated on a monthly basis. This allows the hotel’s management to define strengths and weaknesses in their reservations department and allows for corrective training to maximize revenues for the hotel.

The Process 

Our reservations coordinator contacts you the client to determine your needs and specific criteria prior to the first reservation department evaluation.

Our industry professional make a predetermined number of telephone calls to your hotel’s in-house reservations department and represent themselves to your agents as potential guests.

Our evaluators then evaluate your reservations agents based on industry criteria as well as your own hotel’s standards from the initial contact to the closing of the sale .

The results of the evaluation are compiled into an easy to read, informative report that is available for your viewing 48 hours after the series of evaluations has ended.

The Report

Our reports are a combination of quantified checklists that utilize both industry standard criteria and your hotel’s specific operational standards. The report also includes an easy to read narrative that chronicles the sales experience from initial contact to closing as well as the optional recorded conversations with the sales agents.

Follow Up

Our sales coordinator then follows up with you to answer any questions you may have about the reports you have received.