Tafer Hotels & Resorts
Booking Center
December 17, 2024
About Tafer Hotels & Resorts
Tafer Hotels & Resorts is a Mexican hotel chain with 5-star hotels in major Mexican destinations such as Cancun, Los Cabos, Puerto Vallarta, Mascota Jalisco, and Sian Ka'an (https://www.taferresorts.com).
· Garza Blanca Puerto Vallarta
· Garza Blanca Los Cabos
· Garza Blanca Cancun
· Hotel Mousai Puerto Vallarta
· Hotel Mousai Cancún
· Villa del Palmar Cancún
· Sierra Lago
· Sian Ka’an Village
The challenge
Tafer Hotels & Resorts is a chain that deeply understands the importance of the direct channel, with a clear strategy focused on it as its main distribution channel. They needed a strategic partner to help them continue growing, especially in their Voice Channel, further integrating it into their direct sales and their 360 online commercial strategy.
In addition, the chain needed an agile and operational tool that would offer a solution for managing quotes for their reservations team, that was very user-friendly for the end customer, and that would help increase conversion.
The solution
Based on their confidence in Roiback's management, Tafer Hotels & Resorts activated the Booking Center & RB Quotes solution to improve reservation management and the conversion of quotes sent from their Call Center department. The tool has enabled agents to quickly manage quotes, gain greater control over demand and sales flow, and increase conversion into reservations. It integrates the display of loyalty rates and the entire engine logic into the sales process with just one click, thus facilitating the sending of personalized quotes, while retaining all the power of the engine when quoting a reservation: markets, rates, offers, loyalty programs, add-ons, or extras.
Knowledge and the number of 'live' promotions was another problem to solve. The agile display of any current promotion applicable to a reservation allows the agent to have all the information on the screen, and its application with one click greatly facilitated the team's efficiency in increasing Contact Center conversion.
The environment of this functionality maintains the same logic as the booking engine; the agent sees what the customer sees and can guide them according to their needs, ensuring the commercial strategy is consistent. The agent has many utilities available to finalize the sale, including the available payment methods such as the "instant payment link" that allows the customer to finalize the payment of their reservation comfortably and completely securely after completing the process.
The activation of other solutions has also been of great importance in the success of the sales evolution of Tafer Hotels & Resorts. These solutions support growth and strengthen their direct sales capacity, such as the implementation of a loyalty plan integrated with the chain's CRM or the use of Metabase as a technological solution for managing metasearch campaigns to capture qualified traffic.
The results
2024 RESULTS (JANUARY-AUGUST)
So far this year, the Contact Center channel is growing
+13.97% in Total Transaction Value (TTV)
With an ADR growth of:
+8.47% ADR
And a growth in reservations of:
+5.34% Number of Reservations
ADR growth compared to Booking Center reservations - 2019 to 2023: +155%
TTV growth for Booking Center reservations. 2019 to 2023: +249%
Testimonial
“At Tafer, we have been working with Roiback for several years as one of our key partners in the strategy we have to develop our sales in direct channels. One of the points we appreciate most about our relationship with Roiback is their openness to listening to our needs and seeing how they continue to develop new functionalities year after year that help us stay at the forefront and continue to meet the goals we set year after year and be competitive. But much more important than this, what we appreciate most is their human capital. Without a doubt, the team that serves us at Roiback is spectacular. From the effort they dedicate to solving each of the situations that arise to all the insights they share with us from the industry, they have allowed us to continue growing and developing our commercial relationship. We are very grateful to the Roiback team for their passion and commitment to Tafer Resorts.
Thank you very much Roiback!”
