NAVIS reservations call center achieves perfect performance scores, consistently rates better than U.S. luxury property average
BEND, Ore. (November 20, 2017) – Demonstrating its continued commitment to being the number one reservation sales and marketing platform for hotels, resorts and vacation rentals, NAVIS today announced that its RezForce® Lux call center services have received five perfect scores this year, according to Forbes Travel Guide.
“This is quite an accomplishment and a clear indication of NAVIS’ dedication to providing superior reservations services for luxury hotels,” said Tom Flournoy, Senior Vice President of Operations at Forbes Travel Guide.
NAVIS is one of a few industry providers that invites the Forbes Travel Guide Quality Assessment team to test and score their reservations agents’ performance on behalf of select luxury clients. As the originator of the Five-Star Rating System, Forbes Travel Guide has been the gold standard in the hospitality industry since 1958. Forbes Travel Guide’s expert, incognito inspectors, evaluate agents on rigorous and objective standards, the same criteria used in the official Forbes Travel Guide Star Rating System, considered the most stringent in travel and hospitality.
Based on the discerning requirements of Forbes Travel Guide, RezForce Lux has proved to be a high-performing call center service that exclusively supports the needs of luxury properties and their consumers. Its success includes:
- Focus on Five-Star service standards—NAVIS trains, measures, and coaches RezForce Lux agents to Forbes Travel Guide’s Five-Star certification standards
- 92.2% overall service level score in 2017, consistently better than Forbes Travel Guide’s measured U.S. luxury property team average of 89.2%
- Agents are scored monthly; five of which were perfect scores in 2017
Additionally, RezForce Lux has achieved a 99% service score based on criteria as an overflow and after-hours service. Jeremy Fain, the Director of Revenue at Ojai Valley Inn and Spa commented on his experience with RezForce Lux: “There’s no other overflow/after-hours reservation service out there that does what NAVIS does for Four- and Five-Star resorts. We are extremely pleased with the NAVIS team’s performance, professionalism and how they’ve represented our luxury resort.”
RezForce is part of the NAVIS Revenue Performance Platform™ designed to capture and convert more profitable direct bookings. Last year alone, RezForce booked $161 million for our clients, and captured reservation lead data our clients turned into an additional $34 million in direct bookings.
“This positive feedback is recognition of our team’s exceptional service record and reflects the exacting standards of our RezForce call center services,” said NAVIS CEO Kyle Buehner. “In today’s competitive hospitality environment, it is more important than ever to effectively engage reservation inquiries and commit to outbound calling campaigns to capture more direct bookings. Having a high-performing extension of your onsite reservations team to accommodate the peaks and valleys in call volume is a proven way to dramatically impact revenue, reduce staffing costs, drive profitability and exceed guest service expectations.”
To learn why leading lodging providers and management companies trust NAVIS technology and services to help them increase their direct business, please visit TheNavisWay.com or call 866-712-3439.
