DeVere

"We have always invested a lot of time and resources to ensure our customers receive a first class service. Being a hotel group, it is fundamental that our guests feel that their stay with us will be impeccable in all respects, the experience starts when they first call us. We measure our performances internally in order to learn, improve and keep in touch with our guests. It now feels right to have our performances measured and benchmarked against the best performers in the Country in order to progress to the next stage and really know what our guests think of us.
Furthermore we want the Top 50 programme to provide a real morale boost for the team and help raise the contact centre profile within the group and with our internal clients. "

Erica Livermore, Relationship Manager, The Alternative Hotel Group

Our contact centre manages inbound central reservations for the AHG hotel brands: Village Hotels & De Vere Hotels, Resorts and Venues.

The contact centre is responsible for managing telephone reservations for callers within both the UK and abroad wishing to book any of the 22 Village Hotels, 12 De Vere Hotels & Resorts and 25 Residential Venues, including golf and spa packages.

The aim is to offer our guest’s s a one-stop-shop with advisors being able to reserve anything from a business stay to a romantic five star dining experience, a relaxing spa treatment, a challenging day on the golf course or taking part in an array of thrilling outdoor experiences.

The advisors experience the product first hand (both during and after training) gaining a close understanding of each property and its individuality which enables them to effectively advise our guests each time on the most suitable option

To supplement our training we run a hotel familiarization programme which offers the advisors the chance to visits all the hotels, free of charge, at their own leisure.

An administration team processes all inbound email and fax operations, along with reservations from corporate customers, third party agencies and on-line web booking engines, such as lastminute.com and Bookings.com.

In addition to being responsible for taking inbound consumer bookings, the contact centre has a highly specialized team responsible for the De Vere Seasonal Ownership work. The team manages all transient bookings for De Vere Lodges along with offering their services to the Lodge owners with the occupation and exchange programme.

The inbound reservation centre is a complex operation running a vast array of services requiring a flexible and highly skilled team.