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Customer Stories

Auberge Mauna Lani – Sharpening The Pre-Arrival Experience

HOTEL TYPE: Auberge Resorts Collection

SOLUTIONS USED: Reservation Sales

REGION: North America

Goal

Negative guest experience resulting in high abandonment rates

Strategy

Leverage HUB for visibility into Reservation Teams availability

Results

100% improvement in the guest experience, drastically reduced complaints and lower abandonment rates

Meet the Customer

“Reservation’s abandonment increased because we were answering many pre-arrival calls, which then had to be transferred for a second time, creating a negative guest experience.”

Lana Venter
Director of Reservations

The brand

Nestled along the dramatic Kohala Coast and in the center of five great mountains, Mauna Lani is a sacred oasis where generations of families and friends have made memories together on soulful lands once cherished by the greatest of Hawaiian royalty.

The challenge

Lana Venter, Director of Reservations at Auberge Mauna Lani, faced several challenges when it came to her reservations team. But the biggest challenge was with PBX operations and Front Desk teams transferring calls to the Reservation Sales HUB blindly. Luxury guests either reached voicemail or an unqualified agent while the reservation sales team was tied up fielding pre-arrival calls. This led to a negative pre-arrival experience and an increase in reservation abandonment.

The solution

  • Visibility: PBX operators were given access to HUB so they could see if agents were busy, rather than blindly transferring calls.
  • Division: A unique campaign number was created for both reservations and pre-arrival. This allows Front Desk and PBX Operators the ability to qualify calls and transfer them to the correct department.

The results

Auberge Mauna Lani saw 100% improvement in the pre-arrival experience, drastically fewer complaints, and lower abandonment rates. Staffing analysis allowed for right-sizing the team, reviewing call volume, handle time, and productivity. It also reduced the miscommunication between the teams creating a more harmonious, efficient staff.

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2022-09-28T22:48:10-07:00
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