The model
With a modern 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 possibly can 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 stay like a neighborhood in trendy model.
The problem
When Jordan Kinder joined Hyatt Inns in 2019, Thompson Seattle had simply carried out RezForce. As a brand new way of life model in Hyatt’s portfolio, administration on the Seattle property sought to make sure Forbes Journey Information certification requirements, which meant being attentive to all elements 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 linked to the Thompson Inns’ model and are available throughout as consultants on each the property and the native space. Lastly, the income workforce wanted a platform that may allow them to simply overview calls to make sure high quality requirements.
The answer
Revinate’s RezForce emerged as the excellent answer to Thompson Seattle’s challenges. By transitioning to RezForce Lux, the lodge gained entry to a devoted workforce of US-based reservation brokers, educated with Forbes Journey Information’s 5-star certification normals that seamlessly combine with the Thompson Inns model ethos. RezForce each addressed the necessity for improved customer support and diminished wait occasions and facilitated a deeper understanding of the property’s distinctive identification and the native space. The platform’s intuitive interface enabled Jordan to effortlessly overview calls, making certain 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, notably in instances the place rooms weren’t instantly booked. Leveraging these insights, Jordan might proactively attain out to potential visitors, drawing upon the personalised info to tailor gives and deal with particular wants. This proactive method drove a further $7K in income monthly.
The outcomes
With RezForce, Thompson Seattle discovered a trusted companion 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.