Benchmark Hospitality International Launches New Global Revenue Support Center (United States)
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Benchmark Hospitality International Launches New Global Revenue Support Center (United States)
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Category: North America & West Indies / Carribean islands - United States - Exclusive experiences
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This is a press release selected by our editorial committee and published online for free on 2012-12-12
Benchmark Hospitality International has announced the launch of a new Global Revenue Support Center, designed to provide voice reservations solutions to customers of the company’s resorts, hotels and conference centers. The Global Revenue Support Center was developed with both the needs of the customer and the requirements of each individual Benchmark property in mind. Its primary goal is to provide customized and attentive service in order to maximize room revenue and increase the conversion ratio of calls (to booked reservations) during the times designated by each property. The Center is located at Benchmark Hospitality’s corporate offices in The Woodlands, Texas, near Houston.
The Global Revenue Support Center enables each Benchmark property to centrally manage its inventory so that customer service agents can sell in ”real time” and offer accommodations at current price demand. The Center also serves as the overflow alternative for each individual property’s reservations department during peak periods, loss of staffing, and after hours, thereby maximizing the capture and conversion of customer inquiries.
“I am very pleased to announce Benchmark’s new Global Revenue Support Center,” said Kim Nugent, vice president revenue management for Benchmark Hospitality International. “This is an important step in leveraging our reservations support throughout the company, and enables us to be actively available with the most current reservations and pricing solutions to each of our customers globally.”
Benchmark’s Global Revenue Support Center agents receive customized training to help ensure that every customer experience is individualized. They are trained in the unique characteristics of each individual resort, conference center and hotel, whether a personal luxury property, a destination resort, or a conference center. Through technology, they are equipped to provide inventory availability with minute-by-minute guestroom and pricing solutions. Organized with the availability and booking capability for amenities and services offered at each property, the agents maximize revenue within each call.
The “Call Center Application” software being used at the Global Revenue Support Center enables Benchmark to book reservations for all properties from any property utilizing one system. This facilitates cross-selling opportunities and capabilities. A daily reporting format provides an encapsulated overview of call conversions, calls handled, average room rates booked, revenue generated and guest length of stay. Lastly, staffing levels at each property can be monitored to ensure that the available levels of staffing exist for the anticipated volume of calls at all times of the day.
About Benchmark Hospitality International
Benchmark Hospitality International is a leader in the management and marketing of resorts, conference centers, hotels, and Personal Luxury Resorts & HotelsSM. The independent company, launched in 1980, is a worldwide organization operating properties in major metropolitan and resort destinations. Benchmark's international headquarters is located in The Woodlands, Texas, near Houston. Benchmark Hospitality is also a founding member of the International Association of Conference Centers. The company's eastern regional office is in New Jersey, western regional office is in Washington, with international offices in Tokyo, Japan, and Santiago, Chile.
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