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FOR IMMEDIATE RELEASE:
October 11, 2001
SIX CONTINENTS HOTELS& RESORTS HAS SELECTED HSA INTERNATIONAL AND STATABILITY TO PROVIDE WEB-BASED REPORTING OF TELEMONITORING AND TEST CALL DATA OF ITS RESERVATIONS AGENTS
Ft. Lauderdale, FL - In a tactical move to more competitively position its company-managed hotels in North America and the Caribbean, Six Continents Hotels & Resorts has selected HSA International and its strategic alliance partner Statability to provide web-based reporting of telemonitoring and test call data of its reservations agents.
The implementation of this system enables Six Continents Hotels & Resorts to instantly access a wide range of information on current performance measures considered crucial to establishing proactive sales and revenue management practices.
"Gaps between actual behaviors and the standards that have been set by the company for reservations agents can be easily identified and dealt with on a real time basis," stated Peter Babbini, Vice President, Sales and Revenue Management, Six Continents Hotels & Resorts.
Reports are continually updated and available via the Internet, which allows Six Continents Hotels & Resorts executives and on-site supervisors to take corrective action at the time the gaps occur rather than waiting for month-end reports that are typically received via mail or fax. As soon as each individual employee assessment (test call) is completed, the results are e-mailed to the hotel and posted to a proprietary Six Continents Hotels & Resorts web site where the information can be reviewed instantly.
The system also allows exceptional employee actions to be recognized and rewarded or reinforced with the same degree of expediency. This is an instrumental component in the company's efforts to reinforce positive behaviors that impact the probability of reservations inquiry conversion to actual bookings, as well as support enhanced customer service and encourage repeat business.
"The tools we've gained with the HSA/Statability alliance will enable us to be better focused to handle our customers' needs, and allow us to provide prompt, courteous and helpful service," added Babbini.
According to Dr. Michael Hampton, Chief Executive Officer of HSA, this on-line reporting system gives Six Continents Hotels & Resorts a significant competitive-set advantage for the properties utilizing the on-line reports. The major benefit it provides to corporate, regional and property-level managers and supervisors is 24/7 access to selected indicators on the activities of employees who influence revenue. The results are made available in a variety of formats and compared with historical benchmarks in real time, meaning there's heightened responsiveness to the kinds of things that can dramatically impact sales-either positively or negatively.
This is the first time that the HSA/Statability alliance has created a "By Agent Report" showing year-to-date information for an individual agent's performance. As an extension of this report, designed specially for Six Continents Hotels & Resorts, is a "Current Month By Criteria Report," which is a tool used for identifying areas where coaching and training is needed to help improve performance and productivity.
Another new reporting feature is also being utilized which integrates a process for gathering information on competitive positioning. For every call that is placed to a company-managed hotel within the Six Continents Hotels & Resorts portfolio, one call is placed to a designated competitive set member. This enables a performance index to be calculated, similar to the STAR© report, so that properties can tell how they are performing from a sales perspective versus their specific competitive set.
HSA International specializes in the design, development and delivery of training programs, products and services created especially for the hospitality industry; including workshops, seminars, mystery calls, workplace displays and job aids, operations manuals and other tools for human resources development. You can reach HSA at 954/432-7301 and www.hsa.com.
Statability provides customized reporting packages that are delivered via the World Wide Web. These reporting tools enable all levels of management to better understand what is happening inside their business. This instantaneous knowledge allows managers at all levels of the organization to be more effective and facilitate communication up and down the organization. You can reach Statability at 952/322-5865 and www.statability.com.
About Six Continents Hotels & Resorts®
Six Continents Hotels & Resorts® [LON:BAS, NYSE:6C] owns, operates or franchises more than 3,200 hotels and over 500,000 guest rooms in close to 100 countries and territories.
The following are some of the service marks owned by Six Continents Hotels & Resorts, Inc., its parent, subsidiaries or affiliates: Holiday Inn®, Crowne Plaza®, Holiday Inn Express® in the Americas, Express by Holiday InnSM in Europe, the Middle East and Africa, Holiday Inn Select®, Holiday Inn Garden CourtSM, Holiday Inn SunSpree® Resort, Staybridge Suites® by Holiday Inn®, Holiday Inn Family SuitesSM Resort, Holidex®, Priority Club®, Inter-Continental® and Forum®. Centra® in Canada and Mexico; CentraSM in the U.S.; ParkroyalSM in the U.S. and Canada; Parkroyal® in Mexico.
Six Continents Club® is a service mark of Six Continents Hotels and Resorts and used under license.
Six Continents Hotels & Resorts, Inc. offers information and reservations capability on the Internet - www.6C.com, www.interconti.com for Inter-Continental Hotels and Resorts, www.crowneplaza.com for Crowne Plaza Hotels and Resorts, www.holiday-inn.com for Holiday Inn hotels, www.hiexpress.com for Holiday Inn Express hotels, www.staybridge.com for Staybridge Suites by Holiday Inn, and www.priorityclub.com.
For the latest news from Bass Hotels & Resorts, visit our online Press Office at www.pressoffice.basshotels.com.