Global Hotel Group Increases ADR by 25% and Delivers 4.6/5 CSAT with IGT’s Smart Agents™ Solution

CASE STUDIES
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Learn how IGT Solutions implemented a comprehensive solution involving skilled reservation support agents, automated objection handling, tech-enabled training modules, and a range of guest and back-office services. It resulted in significant benefits such as a doubled likelihood of closing reservations compared to hotel representatives, a 30% increase in conversion rates year-over-year, and much more.

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About the Client

A globally renowned hospitality group that delivers world-class hospitality through ten distinct brands across 1K+ hotels in operation and under development in EMEA and APAC regions

Business Challenges

The client’s suboptimal processes and brand inconsistency hampered their brand reputation and profitability.

  • Struggled with a high-cost staff that couldn’t meet conversion rate targets
  • Lack of a standard reservation handling system caused delayed and error-prone guest services
  • Inconsistent guest support due to inadequately trained staff
  • Insufficient financial analysis to quantify revenue loss
  • Shortfall of quality assurance to offer a consistent experience to guests
0%
100% increase in sales conversions. Increase in conversions from 12% to 25%.

Business Solution

IGT Solutions developed a holistic approach and delivered excellence with Smart Agents and data-driven process improvements.

  • Deployment of skilled reservation support agents
  • Automated objection handling and implementation simplified issue resolution
  • FIORI tech-enabled training modules to accelerate sales
  • Comprehensive scope of guest and back-office services
  • Consistent achievement of KPIs and SLAs demands thorough training and performance management.

Business Results

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More likely to close reservation versus hotel rep
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0%
Increased conversion rate year-over-year
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0%
Increased group bookings year-over-year
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<0%
Call abandons dropped from 25% to 5%
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4.6/5

Improved C-SAT

Tools Partner

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