This webinar by expert hospitality trainer Doug Kennedy will discuss specific ways you can increase reservations at your property. It will present exclusive information from hospitality studies by UNLV. Specifically, this webinar discusses the following: - Learn what makes a caller 12.6 times more likely to reserve a room - What is the biggest mistake reservations staff makes on the phone - Pros and Cons of mystery shopping calls - Quick and easy solutions to score and record calls in near real-time

1. 2013 Guide: 4 Ways to Increase Close
Rates With (Affordable) Call Monitoring
Guest Presenter – Doug Kennedy, KTN

2. About Us
• ContactPoint Founded in 2001
– 11 years as call recording, call scoring firm
• Released LogMyCalls in 2012
– Call tracking, call monitoring, call scoring
– Used by hundreds of hotels nationwide

3. Today’s Outline
• What Tactics Increase Close Rates
– Presented by McKay Allen, LogMyCalls
• 4 Ways to Increase Close Rates
– Presented by Doug Kennedy, KTN
• BONUS – Quick Demo of LogMyCalls

4. How effective is the industry on the phone?

5. Hotel Reservation and Sales Impact Study
• The Hotel Reservations and Sales Impact Study
• UNLV – Harrah College of Hotel Administration
– 1673 Mystery Shopping Calls
– 297 Properties

6. Findings
• Total Scores
• 25 Scored on Individual Elements of Call
– Ex. Did employee ask for guest’s name
– Ex. Did employee ask for reservation
– Ex. If the guest hesitates, did employee ask for
reservation again?

7. Total Scores
Front Desk GSRs vs. Call Centers
45
40
35
30
25
42 Front Desk
20
Call Center
15 31
10
5
0
Total Scores

8. Asking for the Reservation
Front Desk vs. Call Centers
60
50
40
30 Front Desk
52
Call Center
20 42
10
0
Asking for the Reservations

9. Attempting to Overcome Objections
Front Desk vs. Call Centers
12
10
8
10
6 Front Desk
Call Center
4
2
2
0
Attempting to Overcome Objections

10. Total Score
STR Classification
45
40
43 Casino/Resort
35
30 40 Extended Stay
39
39
25 All-Suites
38
20 28 Luxury/Upper/Upscale
15 Upper Mid/Mid
10 Economy
5
0
Total Score - By STR Classification

11. Attempting to Overcome Objections
Scores by STR Classification
9
8
7 9 9 Casino/Resort
6 8 8 Extended Stay
5 All-Suites
6
4 Luxury/Upper/Upscale
3 Upper Mid/Mid
2 Economy
1 2
0
Attempting to Overcome Objections by STR

12. Significant Findings
• The industry needs significant improvement in
Overcoming Objections and Asking for the
Business
• Front Desk Staff scored better in every
category than call centers
• STR classifications were typical of scores

13. Factors That Lead to More Reservations
• The Factors That Lead to More Reservations
• Statisticians at Dixie State College
– 4400 Recorded Calls

14. Finding #1
Build a Relationship – Caller’s Name
• When the employee uses the caller’s name in
the initial conversion, the caller is 2.5 times
more likely to book a room with you.
– (Dixie College/LogMyCalls Study, 2012).

15. Finding #2
Ask for the Business
• When your employee asks for the business the
caller is 4.4 times more likely to reserve a room.
– (Dixie College/LogMyCalls Study, 2012).

16. Finding #3
Overcome Objections
• When an employee attempts to overcome
objections the caller is 12.6 times more likely
to reserve a room.
– (Dixie College/LogMyCalls Study, 2011).