The model
With a glossy glass façade providing dramatic views of Puget Sound, Thompson Seattle embodies the great thing about the Emerald Metropolis within the coronary heart of downtown. A brief stroll will get you to Pike Place Market, or you may go for an off-the-beaten-path gem just like the prohibition-style bar Zig Zag Café. The boutique lodge’s 152 luxurious rooms and suites make sure you dwell like an area in fashionable fashion.
The problem
When Jordan Kinder joined Hyatt Resorts in 2019, Thompson Seattle had simply applied RezForce. As a brand new life-style model in Hyatt’s portfolio, administration on the Seattle property sought to make sure Forbes Journey Information certification requirements, which meant listening to all features of the visitor expertise, together with cellphone bookings. Along with lowering wait occasions, the lodge sought enhancements in customer support. They wished brokers to really feel related to the Thompson Resorts’ model and are available throughout as consultants on each the property and the native space. Lastly, the income group wanted a platform that might allow them to simply evaluate calls to make sure high quality requirements.
The answer
Revinate’s RezForce emerged as the excellent resolution to Thompson Seattle’s challenges. By transitioning to RezForce Lux, the lodge gained entry to a devoted group of US-based reservation brokers, educated with Forbes Journey Information’s 5-star certification commonplaces that seamlessly combine with the Thompson Resorts model ethos. RezForce each addressed the necessity for improved customer support and decreased wait occasions and facilitated a deeper understanding of the property’s distinctive id and the native space. The platform’s intuitive interface enabled Jordan to effortlessly evaluate calls, guaranteeing adherence to high quality requirements and facilitating steady enchancment within the visitor expertise.
Furthermore, RezForce launched a brand new income alternative by empowering reservation brokers so as to add detailed name notes. These notes proved invaluable, significantly in circumstances the place rooms weren’t instantly booked. Leveraging these insights, Jordan may proactively attain out to potential friends, drawing upon the personalised info to tailor affords and deal with particular wants. This proactive method drove a further $7K in income per thirty days.
The outcomes
With RezForce, Thompson Seattle discovered a trusted accomplice aligned with their dedication to delivering distinctive service and upholding Forbes Journey Information’s 5-Star certification requirements. The platform’s seamless integration into the lodge’s operations optimized income era and enhanced visitor satisfaction, translating to a close to 50% improve in name conversion.
