Your issues
Mission:
The group consists of a 5 star hotel with 458 rooms, a 4 star hotel with 260 rooms and a 3 star hotel with 85 rooms
In an uncertain context initiated by the COVID, create an external scalable reservation team allowing the variability of its fixed costs without compromising quality.
Together we redesigned the business processes from telephone & email sales to back office management.
HDB was to suggest and implement innovative tools for greater productivity and comprehensive performance reporting.
HDB solutions already in use: Chat service (converting visitors into buyers) & call overflow service.
Our solutions
- 8 bilingual booking agents
- Management from 8am to 7pm 7 days a week
- Industrialisation of the email handling process (technology used at the front)
- Collaborative knowledge sharing (technology used Notion)
- Booking and after-sales service management (Aircall technology used)
- Collection (techno used paytweak)
- Preparation of arrivals and VIP requests (PMS used Opera Cloud)
Results :
- 40 % of staff cost savings
- 20,280 hours saved per year
- Conversion rate by telephone
Technologies used :
- Opera Cloud
- Front
- Notion
- Aircall
- Paytweak