How Mohonk Mountain House uses Revinate to drive millions in outbound revenue
11% of total booked revenue from outbound calls
Increased call conversions and improved call scoring
Increased positive call experiences from highly trained agents
Revinate has transformed our business and enabled our reservations team to drive a huge percentage of our revenue.
Elizabeth Benson
Director of Revenue Management, Mohonk Mountain House
About Mohonk Mountain House
Nestled amidst the breathtaking beauty of New York’s Shawangunk Ridge, Mohonk Mountain House stands as a testament to resilience and evolution. This remarkable property evolved from humble beginnings to become an icon of luxury and tranquility. Today, Mohonk Mountain House is a world-class destination that captivates visitors with its breathtaking landscapes, exceptional service, and a legacy of creating unforgettable experiences.
Mohonk Mountain House’s challenge
You won’t find Mohonk Mountain House on online travel agencies (OTAs). In fact, about 65-70% of bookings are made over the phone, which means the team of reservation agents is not only busy but also critical to the hotel’s success. However, before implementing Revinate, the team didn’t have an effective way to handle overflow calls and lacked the necessary metrics and tools to support the reservations team.
Elizabeth explains, “We were using a call management system that only provided basic metrics but didn’t provide true conversion statistics or insights to help our agents improve. The calls weren’t even recorded for training purposes.” Elizabeth recognized that to run the business effectively, she needed a more robust solution.
How Revinate’s Reservation Sales and RezForce transformed the call center
Everything changed when Mohonk Mountain House selected Revinate to capture and convert leads over the phone and maximize phone bookings through Revinate’s contact center, RezForce. Unlike their previous solution, RezForce operates as an extension of Mohonk’s in-house reservations team, rather than as a separate entity. Agents are trained on the resort’s unique offerings, which is an impressive feat considering the property has 30 different room types and a wide array of activities and outlets.
The difference between their previous vendor and Revinate’s RezForce solution left Elizabeth astonished.
“It was night and day. The RezForce agents are incredibly professional, and the level of quality is outstanding. We have guests who arrive with gifts for their agent. And our in-house team appreciates the care and detail provided in the lead forms that are sent back for follow-up,” says Elizabeth.
RezForce agents capture lead data on every unbooked call, enabling the in-house team to follow up effectively and drive outbound sales.
How Reservation Sales data and coaching tools drove new levels of performance
Revinate’s Reservation Sales solution also made an immediate impact at Mohonk Mountain House. With access to strategic data and coaching tools, the reservation agents were able to operate at a higher level. For the first time, they could measure the effectiveness of their calls, analyzing aspects such as time spent on lead calls versus non-lead calls.
Call Center Manager, Christian Maletta, joined the team just as Revinate’s voice channel solutions were being rolled out. He noted, “Everything was seamless right from the start. RezForce leads are automatically assigned to agents for follow-up. They have all the information at their fingertips, so the agents are empowered and confident.”
Mohonk Mountain House created an outbound channel that drives significant revenue each year. If a RezForce agent is unable to book a lead, they will collect data on the guest, and the lead will be automatically assigned to a specific in-house agent for follow-up. With this system in place, outbound efforts account for 11% of total booked revenue across all channels over the past two years, and the email capture rate has steadily increased.
And with easy access to call metrics, agents now receive consistent training. Elizabeth has even restructured the call center to include a dedicated trainer and a call scorer. As a result, conversion rates have increased, outbound revenue is up, and agents are more engaged.
How Mohonk Mountain House built a culture of growth and recognition
Mohonk Mountain House continues to invest in its team through an incentives program and an annual Call Center Sales Summit.
The team has seen so much success with Revinate that they were awarded Revinate’s Elite Revenue Driver award for RezForce at NAVIGATE, the annual customer conference. Elizabeth says, “With Revinate, we have more than a vendor. We have a valuable partner.”
