The model
With a glossy glass façade providing dramatic views of Puget Sound, Thompson Seattle embodies the great thing about the Emerald Metropolis within the coronary heart of downtown. A brief stroll will get you to Pike Place Market, or you possibly can go for an off-the-beaten-path gem just like the prohibition-style bar Zig Zag Café. The boutique resort’s 152 luxurious rooms and suites make sure you stay like a neighborhood in fashionable model.
The problem
When Jordan Kinder joined Hyatt Inns in 2019, Thompson Seattle had simply carried out RezForce. As a brand new life-style model in Hyatt’s portfolio, administration on the Seattle property sought to make sure Forbes Journey Information certification requirements, which meant being attentive to all features of the visitor expertise, together with cellphone bookings. Along with lowering wait occasions, the resort sought enhancements in customer support. They wished brokers to really feel linked to the Thompson Inns’ model and are available throughout as consultants on each the property and the native space. Lastly, the income group wanted a platform that may allow them to simply evaluation calls to make sure high quality requirements.
The answer
Revinate’s RezForce emerged as the excellent answer to Thompson Seattle’s challenges. By transitioning to RezForce Lux, the resort gained entry to a devoted group of US-based reservation brokers, educated with Forbes Journey Information’s 5-star certification customarys that seamlessly combine with the Thompson Inns model ethos. RezForce each addressed the necessity for improved customer support and lowered wait occasions and facilitated a deeper understanding of the property’s distinctive identification and the native space. The platform’s intuitive interface enabled Jordan to effortlessly evaluation calls, making certain adherence to high quality requirements and facilitating steady enchancment within the visitor expertise.
Furthermore, RezForce launched a brand new income alternative by empowering reservation brokers so as to add detailed name notes. These notes proved invaluable, notably in circumstances the place rooms weren’t instantly booked. Leveraging these insights, Jordan might proactively attain out to potential visitors, drawing upon the personalised data to tailor presents and deal with particular wants. This proactive method drove a further $7K in income per thirty days.
The outcomes
With RezForce, Thompson Seattle discovered a trusted companion aligned with their dedication to delivering distinctive service and upholding Forbes Journey Information’s 5-Star certification requirements. The platform’s seamless integration into the resort’s operations optimized income technology and enhanced visitor satisfaction, translating to a close to 50% improve in name conversion.
