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Hotel voice channel – North America

The 2025 Hospitality Benchmark Report helps hoteliers assess performance, pinpoint improvements, and set goals. These benchmarks focus on North America’s voice channel for tracking inbound call metrics and lead activations.

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Reservation Sales

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Hotel voice channel: introduction

Nothing converts better than the human voice

The voice channel represents how hoteliers maximize the value of their call centers. Revinate captures call data via our voice channel product, Revinate Reservation Sales, in the form of call volume, conversion rates, incremental revenue, and more. Hoteliers can compare their own call center efforts to this data and decide if they need to invest more into the voice channel to make sure revenue isn’t left on the table.

Messaging Channel North America - Revinate

Reservation Sales

Every call is a potential booking

An inbound call can be as valuable as a guest walking into the lobby, if handled properly. Is the guest’s number captured during the call, so that historical data can be referenced by the agent? Did the agent collect the guest’s email in case they’re not ready to book during the call? Is the agent representing the hotel’s brand correctly? With the proper tools and processes in place, hoteliers can turn their voice channel into a powerful revenue driver.

Inbound call volume per room – North America

Average inbound call volume per room was steady throughout the year, except for the winter holiday season.

Inbound lead call volume per room – North America

Average lead call volume per room was highest during the summer months, dipping in November and December as expected.

Inbound lead call conversion rate – North America

There were no dramatic spikes in lead call conversions, with metrics hovering around 50% through the year.

Within one week of using Revinate I had the call data that I always wanted. I knew Revinate had the power to revolutionize our outbound sales, and it has.

Dan Smart
Director of Sales & Marketing
Dream Inn Santa Cruz

40% of Dream Inn’s bookings are completed over the phone and 35% come direct, online, leaving the smallest percentage to OTAs.

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Non-booked inbound lead volume per room – North America

The summer peaks and dips in winter indicate the need to align staffing levels to not lose potential revenue.

Average incremental revenue from outbound calls – North America

Outbound calls generate incremental revenue for hotels beyond seasonal peaks and lows of inbound calls.

Email capture rate for non-booked called – North America

The email capture rates stayed consistently high, boosting hoteliers’ marketing efforts to convert callers who didn’t book.

The Dream Inn team is seeing a 10x ROI thanks to the partnership with Revinate and has grown their outbound booking revenue from $46K in 2017 to over $350K in 2022 — an incredible +600% increase.