Being a travel advisor is a lot more enjoyable than being a reservation agent. We helped sales reps at hotels.com make the switch with a customized sales program that enabled them to focus on the customer and help them find the right property to fit their travel needs. Interactions between supervisors and the agents became a highlight of the day – positive, motivating and focused on skill development.
The program became the foundation for a revised new hire training program and we created a Train the Trainer program for their training team, to ensure that everyone would have the same experience. In addition to increasing their net conversion rate by 39.7%, hotels.com saw a significant increase in employee satisfaction, and decreases in attrition and absenteeism.