Our Services
Reservations
Management
Our consultants do more than facilitate incoming enquiries, they are trained in reservation management in order to achieve the balance between securing a booking at the best rate for both the client and the guest and matching the perfect offering with each and every guest. Each establishment has a dedicated consultant and you are assured of a backup in the event that your assigned consultant is on leave.
Our reservation management services include:
- Efficient processing of telephonic, website & email enquiries. Replies are all personalised to suite each client type – travel agent, tour operator, direct guest or online booker.
- Reservations are entered into your own booking/ reservation system with complete booking notes and guest correspondence.
- Provisional reservations are monitored, followed up on and released according to establishment policy to ensure maximum availability at all times.
- We issue deposit invoices, follow up on payments as per your own terms and conditions.
- We offer consultation on rate structures, STO contracts and promotions.
- Weekly & Monthly reservation reports. All reporting is dependent on the system being used. We will do our utmost to produce reports that have value. Reporting is limited to 3 reports per month & additional reporting can be provided on request.
Online
Marketing
Or as we like to call it ‘digital hospitality’. Your online presence needs to be an extension of your establishments brand, ethos and personality. Your guests will engage with you online long before they meet with you in person, so we understand how important it is to put your best ‘digital footprint’ forward.
Online marketing encompasses many platforms, (we will focus on the role of Online Travel Agents in another section). We have reviewed many of the online platforms and selected the core assets we feel work best in promoting your establishment online. Each of these platforms form part of a greater objective to drive your guests to your website or a point of conversion, as well as to grow your email database in order to continue to build on the online relationship and further marketing.
It is imperative that a consistent strategy is implemented across all platforms and that these elements work together in enticing, driving bookings and creating an online community of quality followers.
Online
Marketing
OTA
Management
OTA’s are online travel agencies or 3rd party companies whose websites allow consumers to book travel related services such as accommodation, flights, packages or car hire. These online channels have become an important element in the revenue management and marketing mix of hotels, lodges and guesthouses and provide a valuable means of distributing rates and availability. OTA’s also assist to increase and enhance marketing efforts and sales revenues.
We set up, manage and monitor your profile on leading OTA’s, whether you already have established relationships with OTA’s or need assistance with the set up and integration. We can assist you and advise the best distribution channels for your property.
Our OTA management services include:
- Audit of existing listings
- Channel Manager set up
- Facilitate contracts with OTA’s
- Optimize your channel/distribution mix to increase your revenue and occupancy
- Continuous assessment of platforms and loading of specials to stimulate sales and improve channel rankings & performance
- Continuous research and assessment of industry promotions, trends and offerings to ensure our clients are inline and make proactive suggestions
- Quarterly content review (images, rates, content)
OTA
Management
OTA’s are online travel agencies or 3rd party companies whose websites allow consumers to book travel related services such as accommodation, flights, packages or car hire. These online channels have become an important element in the revenue management and marketing mix of hotels, lodges and guesthouses and provide a valuable means of distributing rates and availability. OTA’s also assist to increase and enhance marketing efforts and sales revenues.
We set up, manage and monitor your profile on leading OTA’s, whether you already have established relationships with OTA’s or need assistance with the set up and integration. We can assist you and advise the best distribution channels for your property.
Our OTA management services include:
- Audit of existing listings
- Channel Manager set up
- Facilitate contracts with OTA’s
- Optimize your channel/distribution mix to increase your revenue and occupancy
- Continuous assessment of platforms and loading of specials to stimulate sales and improve channel rankings & performance
- Continuous research and assessment of industry promotions, trends and offerings to ensure our clients are inline and make proactive suggestions
- Quarterly content review (images, rates, content)
Training &
Audits
Is your reservations department working as efficiently and effectively as possible? Your bottom line can be directly affected by the skill level of your reservationist and the efficiency of your internal systems within your reservation department or front desk.
For Boutique Properties where many times job roles are combined, frequent Reservation Management Audits can help to not only streamline processes, but asses potential bottlenecks or weak points where unachieved bookings could otherwise have been successfully converted.
The Audit
Each of our audits are done by spending time with your team on the ground. The assessment will consist of discussions with your reservationist/reservations team, management, together with detailed testing of a sample of processes and transactions. We will look at your current Pricing Strategy, Distribution Channels, OTA set ups, management of yield and revenue optimisation, Competitors Analysis and a review of your policies.
At the conclusion of our audit we will present you with a full report of our findings which will include recommendations. This strategic reservation audit is an ongoing tool necessary to asses the efficiency of your reservations team and processes.
Training
The way in which reservations are acquired, processed and followed up has changed over recent years, mostly due to the advance in technology, revenue management systems, OTA relationships and many other distribution channels growing on a monthly basis.
Our travellers also have more access to information than ever before and the fine skill of rate negotiation and yield management have become as tricky as ever.
Your reservations team needs to be able to negotiate a booking at the best available rate for both your property and the guest- as well as be able to communicate additional offerings, policies, restrictions with a thorough understanding of how they affect your bottom line.
Our onsite, practical training is conducted only after we have concluded an audit of your processes. We cover the following:
- Communication Skills
- Drafting of professional email responses to encourage sales
- Upselling
- Managing of OTA and distribution channels
- Streamlining processes
- Negotiating of rates
Training &
Audits
Reservations Management
Our consultants do more than facilitate incoming enquiries, they are trained in reservation management in order to achieve the balance between securing a booking at the best rate for both the client and the guest and matching the perfect offering with each and every guest. Each establishment has a dedicated consultant and you are assured of a backup in the event that your assigned consultant is on leave.
Our reservation management services include:
- Efficient processing of telephonic, website & email enquiries. Replies are all personalised to suite each client type – travel agent, tour operator, direct guest or online booker.
- Reservations are entered into your own booking/ reservation system with complete booking notes and guest correspondence.
- Provisional reservations are monitored, followed up on and released according to establishment policy to ensure maximum availability at all times.
- We issue deposit invoices, follow up on payments as per your own terms and conditions.
- We offer consultation on rate structures, STO contracts and promotions.
- Weekly & Monthly reservation reports. All reporting is dependent on the system being used. We will do our utmost to produce reports that have value. Reporting is limited to 3 reports per month & additional reporting can be provided on request.
Online Marketing
Online
Marketing
Or as we like to call it ‘digital hospitality’. Your online presence needs to be an extension of your establishments brand, ethos and personality. Your guests will engage with you online long before they meet with you in person, so we understand how important it is to put your best ‘digital footprint’ forward.
Online marketing encompasses many platforms, (we will focus on the role of Online Travel Agents in another section). We have reviewed many of the online platforms and selected the core assets we feel work best in promoting your establishment online. Each of these platforms form part of a greater objective to drive your guests to your website or a point of conversion, as well as to grow your email database in order to continue to build on the online relationship and further marketing.
It is imperative that a consistent strategy is implemented across all platforms and that these elements work together in enticing, driving bookings and creating an online community of quality followers.
OTA Management
OTA’s are online travel agencies or 3rd party companies whose websites allow consumers to book travel related services such as accommodation, flights, packages or car hire. These online channels have become an important element in the revenue management and marketing mix of hotels, lodges and guesthouses and provide a valuable means of distributing rates and availability. OTA’s also assist to increase and enhance marketing efforts and sales revenues.
We set up, manage and monitor your profile on leading OTA’s, whether you already have established relationships with OTA’s or need assistance with the set up and integration. We can assist you and advise the best distribution channels for your property.
Our OTA management services include:
- Audit of existing listings
- Channel Manager set up
- Facilitate contracts with OTA’s
- Optimize your channel/distribution mix to increase your revenue and occupancy
- Continuous assessment of platforms and loading of specials to stimulate sales and improve channel rankings & performance
- Continuous research and assessment of industry promotions, trends and offerings to ensure our clients are inline and make proactive suggestions
- Quarterly content review (images, rates, content)
Training &
Audits
Training & Audits
Is your reservations department working as efficiently and effectively as possible? Your bottom line can be directly affected by the skill level of your reservationist and the efficiency of your internal systems within your reservation department or front desk.
For Boutique Properties where many times job roles are combined, frequent Reservation Management Audits can help to not only streamline processes, but asses potential bottlenecks or weak points where unachieved bookings could otherwise have been successfully converted.
The Audit
Each of our audits are done by spending time with your team on the ground. The assessment will consist of discussions with your reservationist/reservations team, management, together with detailed testing of a sample of processes and transactions. We will look at your current Pricing Strategy, Distribution Channels, OTA set ups, management of yield and revenue optimisation, Competitors Analysis and a review of your policies.
At the conclusion of our audit we will present you with a full report of our findings which will include recommendations. This strategic reservation audit is an ongoing tool necessary to asses the efficiency of your reservations team and processes.
Training
The way in which reservations are acquired, processed and followed up has changed over recent years, mostly due to the advance in technology, revenue management systems, OTA relationships and many other distribution channels growing on a monthly basis.
Our travellers also have more access to information than ever before and the fine skill of rate negotiation and yield management have become as tricky as ever.
Your reservations team needs to be able to negotiate a booking at the best available rate for both your property and the guest- as well as be able to communicate additional offerings, policies, restrictions with a thorough understanding of how they affect your bottom line.
Our onsite, practical training is conducted only after we have concluded an audit of your processes. We cover the following:
- Communication Skills
- Drafting of professional email responses to encourage sales
- Upselling
- Managing of OTA and distribution channels
- Streamlining processes
- Negotiating of rates
Book a Discovery Call
Want to know more about our services and the ReserveSURE process? Book a no-obligation discovery call with one of our team.