Your issues
Mission:
Esprit de France a hotel grouping of 43 4 and 5 star hotels with a cultural dimension inspired by the place.
The group told us that they want to personalise the experience of travellers, especially before and during their stay.
The aim was to take the time to call each traveller before their arrival to make their stay memorable.
They were looking for a specialist high-end tourism provider to co-design and execute a telephone concierge & upselling service.
Our solutions
Implementation of an outbound call campaign 4 days before travellers' arrival to collect consumer preferences & promote additional services.
Information collection & customisation of stay :
- Arrival time
- Name & age of children
- Food preferences at breakfast
- Viewing preferences, bathroom and bedding
- Reservation for external business lunch/dinner
Upselling :
- Room category
- F&B products
- Museum and cultural events ticketing
Dedicated bilingual team 5 days a week with shared trainer & quality coach
Billing per processed reservation
Daily reporting.
Results :
- 1,500,000€ incremental turnover
- 20% processing
- 90% of passenger satisfaction
- Drop-out rate 97%
Technologies used :
- Resalys
- D-Edge
- Office 365