InnLink's Call Center Drives Hotels' Bottom Line
FEBRUARY 21, 2008. InnLink Central Reservation Services partnered with Signature Worldwide during 2007, the leading provider of training and business solutions for the hospitality industry and we are already seeing improvements in customer service skills, and reservation call conversion rate.
InnLink, serving more than 1,000 independent and chain hotels, began Signature's Call Center Edge program in September. Customized for InnLink, the program includes class room training, coaching and mystery shopping.
With the call center employees embracing a focus on superior service for hotel guests, InnLink has already seen an increase in conversion rate, resulting in improved customer satisfaction and improved revenue for its customers.
"Voice reservations continue to be very important to our customers and we have decided to invest in a world-class call center operation. We've been pleased with our agents' ability to implement the Signature philosophy and are particularly proud we have seen perfect mystery shop calls achieved by so many of our agents," stated Per Wendin, CEO. "Our conversion rates were already high by industry standards and yet we have still seen significant improvements. Conversion rate increases prove that this training is not only valuable for InnLink, but for our customers as well."
"The perfect shops were achieved by agents on different customer brands, giving us a good look across the organization," said Melinda Bailey, Call Center Manager. "The recorded calls are also valuable training tools to share with our agents as part of our ongoing measurement and improvement of our call center operations."
Marriott International, Inc. (NASDAQ: MAR) is a global leading lodging company based in Bethesda,Maryland, USA, with more than 4,200 properties in 80 countries and territories. Marriott International reported revenues of nearly $14 billion in fiscal year 2014. The company operates and franchises hotels and licenses vacation ownership resorts under 19 brands, including: The Ritz-Carlton®, BVlgari®, EDITION®, JW Marriott®, Autograph Collection® Hotels, Renaissance® Hotels, Marriott Hotels®, Delta Hotels and Resorts®, Marriott Executive Apartments®, Marriott Vacation Club®, Gaylord Hotels®, AC Hotels by Marriott®, Courtyard®, Residence Inn®, SpringHill Suites®, Fairfield Inn & Suites®, TownePlace Suites®, Protea Hotels® and MoxyHotels®. Marriott has been consistently recognized as a top employer and for its superior business ethics. The company also manages the award-winning guest loyalty program, Marriott Rewards® and The Ritz-Carlton Rewards® program, which together surpass 50 million members. For more information or reservations, please visit our website at 
