Hotel Moment

Revinarora, Melissa McMullin, Dominic Donatoni, and Jack Newkirk explore the untapped potential of hotel voice channel and its impact on direct bookings and guest experience.

Together, they discuss:

Listen in to discover how hotels can maximize voice channel potential, increase direct bookings, and empower their reservation teams for long-term success.

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[00:08:43] The voice channel isn't dead, it's neglected - The experts debunk the myth that hotel voice channels are obsolete, noting that this narrative benefits those profiting from online bookings. A healthy hotel should generate 30-38% of its business through voice, which often delivers higher ADR than digital channels. Voice stands out by offering personalized experiences and building trust through human connection. Hoteliers who invest in and optimize voice can unlock a major revenue opportunity that many competitors overlook—treating it as a sales channel, not just an operational tool.

[00:15:14] Data-driven guest engagement strategy - Capturing comprehensive guest data during calls unlocks powerful sales opportunities, with 64% of guests booking on their first call, making initial interactions crucial. By gathering travel purposes, preferences, and contact details, hotels can enable personalized follow-ups, marketing automation, and stronger guest relationships. Implementing systematic data capture goes beyond transactions, building a robust customer database that drives future revenue.

[00:20:47] Creating workplace fulfillment through Ikigai - The discussion highlights Ikigai (workplace fulfillment) as key to reducing the 200% turnover rate in reservation teams. It centers on four components: loving your job, excelling at it, fair pay, and meaningful impact. For hotel managers, training, recognition, and career development foster engagement, while employee fulfillment directly boosts guest satisfaction and revenue growth.

[00:34:22] Converting inquiries into revenue - The experts analyze how improving voice channel conversion rates can significantly impact revenue. A 3% increase in conversions, combined with proactive outbound calls and email nurturing, can recover over $1.2 million in annual revenue for a medium-sized property. This approach allows hoteliers to maximize existing resources without additional marketing costs. Key strategies include equipping agents with the right tools, implementing coaching programs, and establishing systematic follow-up processes to capture lost business.

00:00 - Intro

03:00 - Understanding the guest booking journey: Breaking down barriers

08:43 - Debunking the “voice channel is dead” myth

14:35 - Voice teams as revenue drivers: Changing perceptions

20:47 - Ikigai: Creating purpose in the workplace

25:08 - Data capture: Turning information into revenue

31:04 - Real world impact: Revenue optimization case study

43:56 - Key takeaways: Voice channel success strategies

44:39 - Outro

If you enjoyed this episode, don’t forget to subscribe, rate and review it on Spotify and Apple Podcasts. Instructions on how to do this are here.

Hotel Moment Podcast is handcrafted by our friends over at: fame.so

Previous guests include: Shannon Knapp, CEO of Leading Hotels of the World (LHW), Patrick Norton of Brittain Resorts & Hotels, Shawn Jereb of Montage International, Carlo Del Mistro, Chief Digital Officer of Ennismore, Jason Pirock of Springboard Hospitality, and many more.

Are you a hospitality industry leader with insights to share? We're always looking for innovative voices to join our conversation about the future of hospitality technology.

If you'd like to be a guest on an upcoming episode of Hotel Moment, we'd love to hear from you! Our podcast reaches thousands of hospitality professionals worldwide, and we're particularly interested in perspectives on:

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