Revinate Reservation Sales Professionals are given three base options for determining call results.
The call results and corresponding criteria are as follows:
- Booking – A reservation has been secured.
- Lead – The call was regarding a potential stay to occur in the future.
- Message – The call is not about a potential stay that would occur in the future. These calls would be transferred back to the client.
There are sub-categories for call result options:
Booked
Booked online or at the very least, through the Lead form. This call result will be used if the agent can confirm availability and secure a credit card, even if the booking was not completely processed through the online booking engine. If the RSP received a website error, they will mark the confirmation # in the lead form as a web error. This will trigger an additional “urgent follow-up” email to the designated email address for your account. Following up to secure this reservation in the booking engine is critical.
Lead
Call is about a potential stay to occur in the future that is bookable by a Revinate Reservation Sales Professional.
- Hot Lead – You have a high probability of booking this lead. Potential Guest called with stay specifics, provided contact information and is very close to making a decision.
- Not Booked – You may still be able to book this lead. In this case, the potential guest may have called with some specific questions but was “just shopping” and/or was concerned about rates. Notes that refer to a caller wanting to “think about it” or “will call back” fall into this category. It is highly recommended that your agents respond to these leads with a call and/or email follow-up.
- Availability Issue - No availability whatsoever during requested stay dates - property completely sold out. This may be used if a specific property type is sold out and the Reservation Sales Professional actively tried to offer alternative solutions that were rejected by the guest.
- Policy Issue – Your policy prohibits Revinate from booking a property but this may still be considered a lead if you choose to override it.
- Pet
- Minimum Stay Requirements
- Guest Age Restrictions
- Blackout Dates - Revinate does not normally allow black dates and most likely you will never receive this type of lead – used only if dates are blacked out on the website and units must be booked by your onsite reservation staff.
Message or Transfer
Not related to a new booking opportunity for RezForce. When these calls occur, despite our mutual best efforts to filter these away from RezForce, the Reservation Sales Professional will politely identify themselves as an off-site agent and explain that they are only able to assist the caller with making new reservations. The agent will explain that these types of inquiries are typically handled at the “main office” and then transfer the caller back to the designated 10 digit phone number.
- Existing Rez Inquiry
- Guests with a reservation that have a specific question or issue that the Reservation Sales Professional either did or did not resolve.
- Revinate Reservation Sales Professionals do not cancel reservations for you. Any requests for cancellation will be forwarded to you for resolution.
- Current Guest Inquiry - Guests currently on-property calling with question or issue.
- Owner Inquiry
- Owner wants to make reservation for him/herself or other party.
- Owner wants to relay information to you.
- Message for VRM - Party other than Owner or Guests wants to relay information to you.
- Group Rez Inquiry – Used to communicate requests for parties either wanting to secure a group rate for a stay in the future, or for parties needing accommodations as part of an existing group with blocked units.
- Travel Agent Inquiry – Travel agent inquiring about accommodations for a client.
- After Hours – Non Emergency
- After Hours – Emergency