The hospitality and gaming industry is rich with customer touchpoints and opportunities, and the call center often represents one of the most critical moments of truth for customers.
While our industry is known for its highly specialized customer care practices, and the operational idiosyncrasies that come with them, it is not exactly known for having the most efficient and sophisticated call centers. But that's beginning to change. Savvy managers in our industry are beginning to sense that there's a better way handle their customer care operations, and the movement gains traction every day.
In addition to providing guidance on how your call center can begin its evolution, Flemming Consulting also brings expertise in the following areas specific to our industry:
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- Hotel, Dining, Spa and Event Reservations
- Transportation Reservations
- Box Office / Ticketing Operations
- Revenue Management and Distribution
- Customer Correspondence / Guest Relations
- VIP Services, Complimentaries, etc.
- Facilities Management, Work-Order Processing
- Guest Satisfaction Metrics
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