Contact Center Solutions Featured Article

Guest Direct Forms Alliance with Historic Hotels of America

October 10, 2012

Guest Direct, a division of Customer Direct (News - Alert), recently announced that it has signed a contract to provide central phone reservation services to Historic Hotels of America, a program of the National Trust for Historic Preservation. The services will be provided to more than 240 hotels under Historic Hotels of America.

According to the terms of the agreement, each and every call made on Historic Hotels of America toll-free reservation line will be routed directly into the Guest Direct contact center where Guest Direct agents will solve the queries and handle the reservations. The officials from Historic Hotels of America said the move will help the group to deliver better guest experience, and, subsequently achieve improved reservation conversion rates.

 “We were looking for a partner that could seamlessly integrate into our existing operations, a partner who could expertly represent each individual hotel as if they were right there on-site. With the number of hotels we have in our collection, we realized that this would be no small task,” said Michelle Woodley, Preferred Hotel Group’s SVP of Distribution and Revenue. “As we spoke to Guest Direct we soon realized that, with the importance they place on the experience that a potential guest has on each and every call, including being intimately versed in the intricacies of what each hotel offers, combined with their remarkable ability to digest a vast amount of information is a short period of time, the decision to select Guest Direct to handle our central reservations was an easy one. And, needless to say, we were pleased to learn Guest Directsm will significantly improve our conversion rates through their proven practices.”

Thierry Roch, Executive Director of Historic Hotels of America, said, “We are pleased to work with a company who values the traveler and will seamlessly integrate into our current call center operations.” Roch went on to say, “Guest Direct’s highly personalized approach to working with their clients and callers is something that we feel is well suited to the mission of Historic Hotels of America.”




Edited by Rich Steeves

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