Hotel Moment

DEEP DIVE WEBINARS

The lost art of a reservation call: How to build trust, capture data, and close bookings

Imagine a traveler sees your ad, reads your reviews, and calls ready to book. They ask about rates, hear a quick price quote, say “thanks, I’ll think about it,” and hang up, taking their name, email, and your marketing ROI with them.

We mystery-shopped 308 live reservation calls to uncover why this happens. The reality? 92% of unbooked calls end with zero contact data collected, and 55% feature zero discovery questions.

Join Brent Sanders (Revinate) and special guest Colton Bean (Suncadia Resort) as they unpack the research and share proven coaching frameworks to fix these conversational blind spots.

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Meet your hosts

Brent Sanders, Sr. Customer Education Specialist, Revinate

Colton Bean, Director of Reservations, Suncadia

What you’ll learn

Fixing the data breakdown: Why 92% of unbooked calls end anonymously, and how to train agents to capture guest contact details seamlessly early in the conversation.

From rate-quoting to value-selling: How to eliminate transactional “feature dumping” and coach front-line teams to ask thoughtful discovery questions that close bookings.

Plug infrastructure leaks: How after-hours voicemail loops and front-desk routing bottlenecks quietly drain high-intent revenue, and what to do about it.

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Upcoming webinar

October 28th, 10:00 a.m. PDT

Own BFCM: The ultimate holiday preparation guide

Winning BFCM isn’t about racing to the bottom with steep discounts—it’s about getting ahead with smart timing, personalized offers, and total operational coverage.

In this 30-minute masterclass, Marketing Managers and General Managers will get actionable strategies to protect ADR, beat inbox noise, and turn phone surges into direct revenue. Join us live to get the exact playbook and campaign insights you need to make this holiday season your most profitable yet!

What you’ll learn:

Campaign execution & deliverability: Outsmart peak November inbox congestion using send ramping, list hygiene, and proven campaign strategies from BFCM 2025.
ADR protection & offer strategy: Protect your bottom line by replacing generic rate cuts with high-margin experiential packages and personalized CDP segmentation.
Voice & lead recovery: Capture every high-intent lead by turning abandoned booking sessions and phone call surges into direct revenue with automated email pathways and live-agent overflow.