Hilton Reservations & Customer Care
ResMax Program
   
 
The Rationale for Joining HRCC's ResMax Program
   
 
Why ResMax?
 
Expand your hours of operation for your Reservations Desk.
Improved service level.
Consistently high conversion rate.
High degree of training and quality assurance.
Rich, enhanced cross-sell opportunities within Hilton Worldwide.
Complete reporting capabilities: Calls, Reservations, Conversion Rates, Lost Calls, Cross-Sell, Room Nights Booked and ADR information daily and monthly.
Complete reporting capabilities on:
 
-
 Calls Handled  
 
-
 Reservations  
 
-
 Room Nights  
 
-
 ADR  
-
 Plus much more  
In most cases all this can be done at equal or lower costs than you can do on property.  
Cost is the actual cost per call for the center your reservations are handled.  
       
   
To learn more about HRCC's ResMax Program
or to join, contact the HRCC representative nearest you.
     
 
  Testimonials
"In 2003, after consideration, we consolidated 100% of our Hilton Worldwide Hotels portfolio. The primary reason we made this decision was we felt it would provide better customer service. The results have been outstanding - higher conversion and lower abandon rates, superior performance tracking, cross-sell opportunities, as well as the improved customer service. It has positively impacted RevPAR, market share, and our bottom line. It has worked well for the John Q. Hammons Hotels and Resorts and we endorse it."
L. Scott Tarwater
Senior VP Sales and Marketing
John Q. Hammons Hotels & Resorts
 
"Moving our reservation operations at our Hilton products to Hilton's Regional Reservations Centers have proven to be excellent decisions for us at Interstate. Hilton provides the expertise and has the ability to deliver consistent service in a manner that would be difficult for us to emulate. This has especially proven helpful at our limited service products. No longer do we need to tie the Front Desk up with reservation issues. We can now have them totally focus on what we need them to do best...service our guest quickly and efficiently. We will continue to consolidate our reservation operations at the Hilton products we manage at every chance we get."
Hunter Webster
VP Revenue Management
Interstate Hotels & Resorts
 
   
   
 
Hilton Reservations & Customer Care Offices and
Territory Hotel Relationship Managers
 
     
Hazelton, PA     Dallas, TX  
Cheryl Sabol   Martin Adams
(570) 453-3523   (972) 770-6197
csabol@hiltonres.com   madams@hiltonres.com
     
Tampa, FL        Hemet, CA  
Julie Wood-Downey   Steve Hoff
(813) 290-4710   (951) 791-8550
jwdowney@hiltonres.com   shoff@hiltonres.com
     
Streator, IL        Mexico City
Chris Fultz   Laura Acevedo
(815) 673-3906   (800) 310-6756
cfultz@hiltonres.com   lacevedo@hiltonres.com
   
   
 
  What Is ResMax?
   
ResMax your Reservations
 
ResMax your Cross-sell Opportunities
 
ResMax your ADR
 
ResMax your Revenue
   
 
Information Web Site
To answer your questions and see sample reports, go to the HRCC ResMax Information Web Site.
Access is available through OnQ Insider.
Click "Resources" and choose "HRCC ResMax".
HRCC's Commitment to You
To provide your guests with the very best reservations possible.
   
 
   ResMax and the Enhanced Cross-Sell Opportunities It Provides
-
 In 2004, 50% of reservations were booked by individual hotels in Hilton Worldwide Hotels.
-
 When not available, hotels have limited (if any) ability to cross-sell to another Hilton Worldwide Hotel.
-
 As a result, the customer must hang up and call another hotel.
-
 As more hotels join ResMax, hotels will experience increased cross-sell revenue.
 
 
Concern
   Outstanding Tools
-
 Loss of Intimacy and Control  
-
 State-of-the-Art Telecom Equipment
Solution  
-
 CTI - Full Reporting Capabilities
- Part of a small desk within a large center.  
-
 Forecasting and Scheduling Software
- Dedicated agents and dedicated supervisors.  
-
 Automated Agent Monitoring
- Hotel specific training for your hotel.  
-
 HRCC "InfoWeb" (Intranet)
- Hotel specific information on "ResMax Explorer".
   
 
   
©2009 Hilton Hotels Corporation. 36 USC 220506. All Rights Reserved.