Islamorada Resort Assortment, managed by Davidson Hospitality Group, is the operator of 4 premier properties within the Florida Keys. Whether or not company select Amara Cay Resort’s informal redefined environment, the intimate appeal of La Siesta Resort & Villas, the tranquil and peaceable ambiance of Pelican Cove Resort & Marina, or the funky seashore stylish ambiance of the Postcard Inn Seaside Resort & Marina, they’ll expertise the type of character and authenticity that claims “We’re from right here. Allow us to present you round.”
Like many lodge corporations, Islamorada Resort Assortment struggled to search out certified reservation brokers following the pandemic. The Nice Resignation considerably affected the hospitality trade, with tens of 1000’s leaving the trade en masse. Whereas this drawback affected all lodge teams, it was significantly problematic for accommodations in additional distant places, just like the Florida Keys.
However staffing wasn’t the one problem that the income workforce at Islamorada Resort Assortment confronted. The Resort Assortment had an exterior reservations contract, and in consequence, struggled with low conversion charges and driving direct bookings. With out software program and restricted staffing sources to assist them handle their calls or observe their success, they had been up in opposition to some challenges.
It was clear to administration that Islamorada Resort Assortment wanted to rent and prepare distant brokers for the interior name middle, however with their property groups stretched skinny and no expertise establishing a brand new name middle, Islamorada wanted exterior assist for the mission.
So, the possession group, KSL Capital, really useful Dragonfly Strategists, a boutique advisory agency, each for its experience in name middle setup and its observe file of profitable mission administration.
Harry Carr, Senior Vice President of Income Administration says, “Dragonfly lived as much as their expectations. They supplied distinctive instruments and mission timelines that helped maintain the workforce centered, make choices, and keep on schedule. It was not a “one measurement suits all” resolution, however a real partnership to reach at a custom-made plan.”
Dragonfly has labored with a number of Revinate prospects up to now, and based mostly on the Islamorada Resort Assortment wants, really useful Reservation Gross sales, a Revinate voice-channel resolution.
Revinate additionally got here extremely really useful by different Davidson Hospitality Group properties similar to The Don Cesar, Paradise Level Resort & Spa, and Seaside Home Suites. In reference checks with KSL Capital, leaders raved about Revinate’s ease-of-use, implementation instances, ongoing buyer assist, and skill to drive direct income.
Collectively, Revinate and Dragonfly Strategists set out constructing a really custom-made plan that included hiring and coaching distant name brokers, growing SOPs, implementing Reservation Gross sales, and launching lead nurture campaigns to drive the perfect conversion doable. From on-site discovery to mission administration; Dragonfly Strategists advisors saved the mission transferring ahead and on time for the Islamorada workforce, whereas working carefully with Revinate.
Whereas the brokers had been employed, Revinate went to work implementing the answer by integrating with the properties’ present platforms. All the things went in line with plan, and in March 2023, Islamorada Resort Assortment went reside with Reservation Gross sales.
Harry Carr, Senior Vice President of Income Administration says, “Rolling out Revinate fully remodeled our enterprise nearly in a single day. We went from having no instruments and little course of round reservation gross sales to a best-in-class software program resolution with always-on income options and a workforce that’s firing on all cylinders.”
With the assistance of Dragonfly Strategists, Islamorada Resort Assortment was capable of efficiently launch its inside name middle on time with a certified workforce of brokers, foundational commonplace working procedures, and KPIs. Dragonfly Strategists’ detailed mission administration ensured that every one timelines exceeded or met set deadlines, and the workforce was totally geared up for a rewarding launch.
4 months after implementing Reservation Gross sales and hiring an inside reservations workforce of six individuals and one supervisor, Islamorada Resort Assortment has already met or exceeded all of its associated KPIs. Name conversion elevated by 64% with the brand new workforce, in comparison with their earlier supplier. And, in simply the primary six weeks, the workforce reached $1M in booked income.
Moreover, visitor service scores have improved, deal with time decreased by nearly a minute, income from voice calls is up, and reporting insights have allowed the workforce to repeatedly enhance. Better of all, prices are impartial in comparison with utilizing a third-party name middle, so the funding in an inside workforce has already paid off.
And, with the assistance of Revinate and Dragonfly Strategists, the hospitality group makes probably the most of its name information to extend complete income for the resorts. Brokers can observe wealthy visitor profiles, retarget, and observe up with potential prospects to drive bookings. In simply 4 months, conversion charges went from 55% to 86% — a 56% enhance — because of the Reservation Gross sales coaching, implementation groups, and Dragonfly Strategists.
At present’s company are on the lookout for customized experiences, and third-party brokers merely can’t present the extent of element required to make any property stand out. Due to the assist of Dragonfly Strategists and Revinate, Islamorada Resort Assortment has a high-performing and well-trained workforce of brokers, backed by trendy expertise, that is able to leverage visitor information and gross sales insights to drive direct bookings by a customized method.
Click on right here to find out how Dragonfly Strategists might help you rework technique to income and create extra significant and customised visitor experiences.