How Mainsail Lodging & Development drove ~$1M in revenue in one month

About Mainsail Lodging & Development

Mainsail Lodging & Development is a Florida-based hospitality group that operates a collection of distinctive independent and Marriott-branded properties. Unlike many hotel groups, Mainsail runs its own in-house reservations team and internal booking system — meaning the expectations for service and sales performance are especially high. Their agents aren’t just answering calls; they’re representing the brand’s voice and bringing firsthand property knowledge to every conversation. With a deep passion for the guest experience and a strong sense of ownership, the team is committed to delivering high-touch service that drives direct revenue and builds lasting guest relationships.

Mainsail Lodging & Development’s challenge

To grow direct revenue and create a more impactful guest experience, Mainsail Lodging & Development set out to transform its reservations team into confident, proactive sellers with the best technology to support their efforts. With many of their properties operating under the Marriott flag, where guests often default to booking online, the voice channel had to deliver something more — a personalized, high-touch experience that would make calling in the preferred option. Hitting an ambitious revenue milestone meant going beyond traditional order-taking and empowering agents to build real connections, uncover needs, and close more bookings through both inbound and outbound calls.

How Reservation Sales boosted revenue and guest loyalty

To meet their revenue goals and elevate the performance of their reservations team, Mainsail Lodging & Development implemented Reservation Sales to bring structure, reporting, and real-time coaching into their day-to-day operations. The platform gives the team the tools they need to track performance, optimize call handling, and create a consistent, scalable training experience. “It gives me everything I need to coach in real time, recognize wins, and help the team grow — all in one place,” said Netta Avaraham-Katz, Reservation Manager at Mainsail.

Revinate Reservation Sales also solves one of the biggest challenges for managers: staffing. With access to detailed call volume reports and historical trends, Netta can confidently make data-driven decisions about scheduling, ensuring the right coverage at the right times. Whether it’s scaling back on slower days or ramping up ahead of holidays, the platform provides the insights needed to staff efficiently without sacrificing service.

Revinate’s support didn’t stop with the implementation of the solution. In fact, in January 2025, more than 5 years after the brand began using the solution, Revinate’s Education team came on-site for an in-person training session to help agents reset, refocus, and reenergize ahead of the busy season. This session not only reinforced best practices but also introduced new tactics in a fun, motivational way that keeps the team engaged and confident on every call. Netta says, “It was such a great boost before our peak season, we’ve decided to bring the Revinate team back every January.”

How Reservation Sales helped the team break sales records

With Reservation Sales in place, Mainsail Lodging & Development saw measurable improvements across performance, revenue, and team engagement. This February, just weeks after the in-person training refresh, the reservations team delivered a record-breaking month, generating nearly $1 million in revenue and exceeding their outbound sales goal by $80,000. Agents became more confident, conversations more strategic, and bookings more frequent. Real-time reporting and QA tools gave leadership clear visibility into performance, enabling smarter staffing decisions and targeted coaching. Most importantly, the team embraced their role as revenue drivers, creating an elevated experience that kept guests calling in and booking directly.