How Nemacolin drove $4.5M in outbound revenue

About Nemacolin

Nestled in the scenic Laurel Highlands of southwestern Pennsylvania, Nemacolin is a luxury destination that blends five-star accommodations with world-class experiences. If it looks familiar, it’s likely because it was used as the backdrop for Season 25 of The Bachelor. Spanning over 2,200 acres, the resort offers everything from fine dining and spa services to championship golf, adventure activities, and an acclaimed art collection. With a reputation for personalized service and unforgettable stays, Nemacolin caters to guests seeking both relaxation and recreation in a truly one-of-a-kind setting.

Nemacolin’s challenge

For Melanie Lindemulder, Reservations Manager at Nemacolin, there wasn’t a major operational crisis or burning need that drove the property to adopt Reservation Sales. Instead, it’s been a story of quiet consistency — of leveraging the right tools to elevate performance year after year and unlocking opportunities that might have otherwise gone unnoticed.

How Reservation Sales drove $4.5M in outbound revenue

Since implementing Reservation Sales and RezForce LUX, the Nemacolin team has evolved into a powerhouse of proactive guest engagement, generating $4.5M in outbound revenue in 2024 alone.

Nemacolin’s outbound success is anything but accidental. The team has built a repeatable process powered by Reservation Sales and RezForce LUX. Leads that come in through RezForce include detailed notes and property information, which Nemacolin’s reservations agents act on immediately — delivering personalized follow-up that converts.

Agents are incentivized to follow up on high-value leads, including past guests and those previously turned away due to rate resistance or minimum night stays. And the team doesn’t stop at the first “no” — they continue outreach until a guest confirms or declines. Melanie notes, “Our team is hungry. They dig into the reports and follow up until they get an answer. They’re motivated, consistent, and focused on results.”

The Reservation Sales lead form is a key tool in this process. It ensures that no information is lost—even when a lead changes hands. From anniversaries to return visits, every detail is captured and used by both the reservations and experience teams to personalize guest service and drive ancillary revenue.

And that kind of performance doesn’t go unnoticed — Melanie was named Nemacolin’s “Leader of the Year,” a recognition that speaks volumes about her team’s success.

How Reservation Sales elevated team performance

At Nemacolin, leadership is more than a title — it’s a practice. Melanie credits Reservation Sales for providing the detailed visibility and reporting needed to drive team development and elevate performance. From call recordings to real-time reporting, her team uses the platform daily to identify opportunities, coach team members, and refine their strategy. She says, “With Reservation Sales, we can review every second of the day and capitalize on coaching moments. It gives us the tools to grow our associates and promote from within.”

As part of the resort’s Accelerated Leadership Development Program, team members from other departments rotate through reservations — and consistently walk away impressed by the structure, transparency, and data-driven decision making powered by Revinate.

How Reservation Sales delivers reporting that powers the whole resort

Beyond sales, the impact of Reservation Sales reporting extends to departments across the resort. The marketing team leverages custom email templates — approved and tracked — to follow up with unbooked leads. Meanwhile, revenue management taps into Reservation Sales data to identify trends in turnaways, whether due to closed restaurants or age restrictions, and uses that insight to adjust operations and optimize availability.

Melanie also tracks productivity and performance metrics closely, using them for annual reviews, coaching, and strategic planning. She says, “We look at everything — from call wrap-up time to abandonment rates. It’s how we make sure we’re improving every day.”

For Melanie and her team, Reservation Sales isn’t just software — it’s the engine behind a culture of excellence. It enables coaching, accountability, and proactive guest service, helping Nemacolin not only meet but exceed its revenue goals and guest expectations. She summarizes its impact, saying, “Reservation Sales helped us become who we are today. It’s made a huge difference in our ability to lead, perform, and succeed.”