How Auberge Collection drove $15.7m in direct revenue through voice and email
Converted nearly 75% of email inquiries into bookings
Cut call abandonment rate by 50%
$15.7M in direct revenue through voice and email
If it’s sitting in an inbox, it’s easy to forget about. But if it’s in Revinate as a lead with a follow-up, it becomes real revenue.
Ryan McKee
Area Director of Reservation Sales, Northeast Region
Auberge Collection
About Auberge Collection
Auberge Collection is a portfolio of hotels, resorts, residences, and private clubs that take a crafted approach to luxury — bringing the soul of each destination to life through design, cuisine, wellbeing, and gracious yet unobtrusive service. Throughout the world, Auberge welcomes guests to a collection of one-of-a-kind properties spanning iconic destinations — from Napa Valley to the slopes of Aspen to the quaint towns of the Northeast; from the hills of Tuscany to the wilds of Tanzania; or from the beaches of Mexico to the rainforest of Costa Rica; each offering unforgettable, place-driven experiences.
Auberge Collection’s challenge
For a luxury collection, the question isn’t whether demand exists. It’s whether you’re converting it.
Using insights in Revinate Reservation Sales, Ryan McKee and his team in the Northeast region identified several opportunities to further optimize how they captured and converted guest demand, particularly through deeper engagement with the action center.
One of the biggest challenges was a lack of structure around email inquiries. With multiple properties generating a high volume of inbound emails—from travel agents, prospective guests, and partners — there was no consistent process for tracking, responding to, or following up on these leads. As a result, valuable opportunities were often missed or delayed, and email was not recognized as a measurable revenue channel.
Call performance had gaps, too. Abandonment rates were higher than the team wanted, and without clear visibility into when and why guests were dropping off, there was no way to fix it. Outbound efforts varied agent by agent: some were sharp, organized, and converting; others struggled with prioritization.
Together, these challenges highlighted a broader opportunity: to bring greater visibility, structure, and accountability to every stage of the reservation sales process — ensuring that no potential booking, whether from voice or email, went untracked or unconverted.
How Revinate Reservation Sales turned the inbox into a sales pipeline
The biggest unlock came from rethinking how they approach email inquiries. Revinate Reservation Sales enabled Ryan and his team to transform their processes, turning previously untracked demand into a significant source of direct revenue.
- Lead capture: The Auberge team used the Reservation Sales Action Center to log every email as a formal lead, tracking critical data like stay dates and guest intent.
- Dedicated resource: A specialized email agent was assigned to manage the channel, ensuring no opportunity was overlooked.
- Operational efficiency: The new workflow allowed the agent to prioritize high-value leads and deliver timely, personalized responses.
- 2025 results: The initiative generated approximately 800 leads with a nearly 75% conversion rate into bookings.
How Revinate Reservation Sales helped reduce call abandonment
That same visibility into data also improved call performance.
Working with his Revinate Customer Success Manager, Ryan analyzed where guests were dropping off in the call flow. The gap was between queue entry and agent transfer — the wait was too long. By adjusting workflows to shorten transfer times, the team cut call abandonment by 50%, landing at a 1.4% rate.
How Revinate Reservation Sales drove millions of dollars in direct revenue
Outbound was the third lever Ryan’s team used. Agents gained real-time visibility into their conversion rates and outbound performance, creating a culture of accountability and healthy competition. With structured follow-up processes in place, outbound became a consistent, scalable revenue driver, generating $3.4M while enhancing the overall guest experience.
How Revinate helped Auberge build a data-driven process
By unifying voice and email interactions within a single platform, Revinate Reservation Sales empowered the team to treat every inquiry, regardless of channel, as a valuable sales opportunity. What was once fragmented and difficult to track is now a streamlined, data-driven process that ensures no demand goes unnoticed or unconverted. Ryan’s leadership and success were recognized at NAVIGATE 2026, where he received the peer-nominated “Voice Vanguard” award for driving exceptional results and advancing reservation sales performance across the organization.
