Contact Center Solutions Featured Article

Wyoming's Historic Plains Hotel Partners with Travel Outlook to Provide Superior Customer Service

February 12, 2013

The Historic Plains Hotel of Wyoming is known for its proximity to the who’s who of business, entertainment and politics. The hotel recently selected Travel Outlook, a provider of Premium Reservations service, as its customer service partner.

Thanks to the partnership, booking a guest room in this historic property is lot easier for its loyal customers.

As part of the collaboration, Travel Outlook will be providing private label voice reservations services for the Historic Plains Hotel, which has existed for over a hundred years in the region’ hospitality sector.

The hotel reportedly revealed that Travel Outlook has been serving one of its sister concerns in Colorado. This gave the Wyoming property an opportunity to closely evaluate the call center’s performance. In order to ensure the agents’ abilities, hotel management made several test calls, only to be convinced that Travel Outlook will be the ideal customer service partner for the property that seems to have a loyal clientele, that keeps coming back to it year after year.

The partnership with Travel Outlook will provide the hotel with a unique reservation system that is ideal for serving the facility’s influential clients.

“For over one hundred years, The Historic Plains Hotel has represented hospitality in the authentic Old West, and the friendliness and openness of our staff has continued that tradition,” said Gunter Orband, General Manager of The Historic Plains Hotel. “As one of the most distinguished landmarks of the American West, the Plains Hotel has always been an important portal for those around the world who visit us to experience western and Native American culture, and we take this responsibility seriously. Our hotel has always been a gathering place in downtown Cheyenne for tourists, locals and important politicians and celebrities, and it was vital for us to find a central reservations team that would continue this theme of hospitality with our guests, many of whom visit us year after year.”

Most of the call centers charge its clients GDS and other pass-through fees as a price for providing reservations services. Connecting directly to a hotel’s property management system, Travel Outlook’s team helps save their clients’ extra expenses relating to GDS.

The direct connection also allows the Travel Outlook team to view the same information that the hotel’s operations team can when they book through the hotel’s PMS. This allows for booking more reservations at a lower cost.

The property owners find Travel Outlook’s commission-only business model exceptionally advantageous.

 “Our reservation specialists are paid on actual conversion. So we are only compensated when the call is converted and the guestroom is consumed. We do not charge for cancellations, changes, or other services, and our hotel partners benefit from experienced hotel industry professionals while avoiding the additional expenses associated with salaried or hourly employees. In addition, our premium service is priced competitively,” Travel Outlook CEO John Smallwood explained in a statement.




Edited by Braden Becker

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