An Australian hotel group has converted its Reservations Centre at its head office in Surfers Paradise to a 24-hour operation to keep up with increased demand.
After seeing a significant increase in booking enquiries from customers, corporates and trade clients, general manager Group Reservations Centre, Anton Derham, said the company needed to cater for the additional demand at the Reservations Centre and extend the trading hours.
“We now have approximately 90 team members who work here on the Gold Coast, to ensure our Reservations Centre is staffed 24 hours a day, seven days a week, so it doesn’t matter if you can’t book your next holiday during the normal 9-5 hours, now you can book with us whenever suits you best,” said Mr Derham.
“We are very proud of the fact that we base these roles in Queensland and are not outsourcing these jobs to external companies overseas.
“During 2017 we saw a 10 percent increase in call volumes so we now service more than 650,000 consumer calls each year and we only see that number increasing in 2018 with the extended trading hours.“Many of our guests prefer to speak with an expert who cares about their holiday arrangements and we are perfectly placed to assist in this process.”
“The feedback from customers who have booked through our Reservations Centre has been really positive because they receive excellent customer service and the hold times are typically short so they are able to talk to one of our Reservations Consultants quickly.
“Part of our quest towards being our customers’ favourite accommodation provider is offering great value deals as well as an excellent experience at all of the properties across our brand portfolio and we see our 24-hour Reservations Centre really adding to that experience.”