Hotel business

Centralization of concierge services to handle guest inquiries

This client realized higher response rates and improved employee efficiency by centralizing its concierge services to handle and direct guest inquiries with us.

*Altius Link was formed through the merger of Relia, Inc. and KDDI Evolva.
*This case study describes the activities of Relia, Inc. and a major US e-commerce firm before the merger.

POINT 01

Assigning operators highly conscious of hospitality

POINT 02

Assigning bilingual operators able to handle inquiries from overseas guests too

POINT 03

Building a structure to enable employees to concentrate on front-desk operations

Issues faced by the client

Increasing numbers of inquiries made it difficult for hotel employees to balance front-desk and telephone exchange operations.
Faced with complaints from guests unable to reach staff on the phone, the client needed to improve its response rate.

Measures taken by Altius Link

Centralization of inquiries and concierge services
We implemented concierge services on behalf of hotel staff. These services include handling general inquiries from guests, connecting calls to the persons responsible, and restaurant reservations. We assigned operators highly conscious of hospitality. We also assigned operators proficient at English to handle inquiries from overseas guests too.
Summarizing guest requests and comments
We summarized guest requests and comments, reported on them regularly to the hotel business, and took steps to ensure operators could answer them when first receiving calls.
We also conducted training on the hotel business to identify new issues and topics.

Results

Customer satisfaction and the client's brand image both improved with higher response rates and call quality for calls from guests.
This also helped to improve hotel operational efficiency overall as staff were able to concentrate on front-desk duties.

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