Hotel Moment

This week, on the Hotel Moment podcast, we are running an experiment. Today’s podcast was generated using an AI-powered tool. We fed the tool our content, played with the prompts, and landed on this episode. 

The world of podcasting is currently in the midst of a debate: “Are conversations crafted by AI-powered tools engaging? Are they on point? Convincing? And what extent will we go to in our search for efficiency?” 

We had a suspicion we wouldn’t be fans of AI-generated podcasts. After producing this episode, we are more convinced than before. 

AI has a crucial role to play. It powers crucial components of our own tech stack. There is a limit, though, and we discovered that limit with this episode. We value conversations with real people. The reactions, insights, and warmth simply cannot be mimicked. The value of what we bring listeners week after week with the Hotel Moment podcast cannot be duplicated through an AI-powered tool. Take a listen and let us know if you share our opinion. 

This episode is a complete overview of our voice guide, “The voice channel conversion playbook for hotels." It provides a high-level overview of topics within this guide, including stories from Revinate customers to inspire you.

The episode features:

So tune in for a deeper look at how to maximize the power of the voice channel and appreciate the value of real conversations with real people on this podcast or in the conversations guests have with your reservation agents every day.

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

[06:18] Multi-channel revenue optimization - The AI voices discuss how voice channel success extends beyond isolated phone interactions. They explore the interplay between voice and digital channels, noting how hotels seeing the highest conversion rates effectively track guest touchpoints across all channels. For example, they highlight how properties that implement callback strategies for abandoned online bookings see an average 25% increase in conversion rates, demonstrating the power of integrated channel strategies.

[11:43] Training for high-value conversations - The discussion delves into specific training techniques that transform reservation agents from order-takers into revenue generators. The AI voices share concrete examples, such as how teaching agents to ask "What brings you to our area?" instead of "When would you like to stay?" opens up opportunities for package recommendations and upsells. They note that hotels implementing these conversation strategies see an average increase of 30% in booking value.

[16:27] Leveraging technology for personalization - The AI voices explore how modern technology enhances rather than replaces human interaction in the reservation process. They discuss how having guest history and preference data readily available during calls enables agents to provide more personalized recommendations. For instance, knowing a guest's previous stay patterns allows agents to suggest relevant room upgrades or amenities, leading to both higher guest satisfaction and increased revenue per booking.

[22:55] Measuring and optimizing performance - The conversation turns to the importance of performance metrics beyond basic call statistics. The AI voices detail how successful hotels track metrics like conversion rate by call type, average booking value, and upsell success rates. They share how one property increased their conversion rate from 45% to 72% by implementing detailed call analysis and targeted coaching based on these metrics, demonstrating the power of data-driven optimization in voice channel operations.

00:00 - Intro

03:04 - Empowering reservation agents

07:05 - Crafting effective call scripts

08:46 - Using data analytics effectively

10:23 - Success stories in outbound calling

12:41 - Nurturing guest relationships

18:04 - The human element in voice channel strategy

19:02 - Creating a culture of continuous improvement

23:20 - Outro

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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