Resort Quest Call Center ake a solid paragraph comment for each of the following 2 disscusion, please make sure you start with I agree with you or somethin
Resort Quest Call Center ake a solid paragraph comment for each of the following 2 disscusion, please make sure you start with I agree with you or something like that thank you Resort Quest Call Center is a Wyndham Vacation Rentals Company situated in
Ft. Walton Beach, North West of Florida. The company is primarily focused on
developing good customer-relations so as to increase their sales and generate
more revenues that will enable it to enjoy more profits from the variety of vacation
home condor rentals it offers. Lino Maldonado, Vice President of the Growth and
Development utters that the above articulated objective can only be achieved by
having employees of the right standard working on their rightful positions where
they are well specialized at. Good and sure placement of an employee in a
certain department builds good customer experiences now that services and
products will be timely available and have high quality.
Like any other company, Resort Quest has its administration categorized into a
number of departments each carrying out specific departmental role but all aimed
at achieving a common business objective. Some of these include Revenue
Management, Accounting and Property Data Management, Wholesale,
Reservation, Marketing, Property Data and Support, Group Sales and Mail
Center Operations departments. The Reservation department, for instance,
carried out various reservation processes ensuring everyone was engaged to
find something that incentivizes them not to stop making sales by making those
reservations. Each section in the Reservation department had a team leader who
reported to their specific agents by giving collected reports.
Open to the call center field where the call center operations were being carried
out directed by Marcel Aigret, calls countrywide, internationally and across
different avenues were being exchanged. These calls included those from
groups, the owners and even guests. Marcel, operating from The Bridge, a raised
platform was able to view widely the working space and the entire team, giving
assistance where one is needed. The tour guide who was an HSTM former
student worked under the Group Sales department with Joyce Serina, the
director in that same department. In the Marketing Department managers
supported all local events in their respective communities and handled social
media advertisements and promotions. Julie Burrell and Terrika Dickson
managing accounts and data property ensured sales were well managed and
budgets were well estimated stabilizing the companys financial state. The Mail
Center Operations directed by Andy Hurst had the role of shipping and receiving
company mail. It also distributed some of the folio cards and business catalogs
generated by the marketing and group sales departments distributed to various
facilities. Individual mailings shipped out could add up to 20-38 on a weekly
basis.
As per Marcel Aigret, agents treatment is also closely looked at. Providing
money incentives, games (like March Madness) and acknowledging wellperformed agents has been the approach apparently used to see to it that agents
are focusing at the core mission of the organization as required. Resort Quest
company works for 24 hours, for all seven days of the week. So incentivizing the
agents really motivates them on keeping up the hard work in progress. Also to
appreciate the efforts made by the company to achieve quality service from their
employees, it awards its employees at the annual Employee Recognition Party. It
can be learned that to achieve a good customer relationship a company has to
first ensure that its employees are working under a conducive and motivating
business environment.
2. This video was very entertaining and enlightening. I’ve always known that there
were many people behind the scenes making companies like this work, but being
able to see them and hear what they do was very informative. The company is out to
try and make profits and generate revenue. However, it seems that they are also
looking out for the people employed. The different departments all work together in
making the company run smoothly. I was very impressed by the sales center and
how they are laid out. Having direct access to a supervisor to assist with a situation
can increase the effectivity of the call center. Having the ability to direct someone
quickly to the supervisor to get something accomplished helps keep the customer
engaged and helps complete the sale. Customers do not like having to be on hold
while the salesperson finds the answer, being able to be transferred directly to
someone who can solve the issue should help with customer satisfaction which in
turn can result in a repeat customer. The mail center was another aspect of this
company that you know exist but may not think much about. The mail center is very
important to a company like this as there is a significant amount of correspondence
that happens. There are flyers and catalogs and many other paraphernalia that has
to be distributed to the customers and different organizations. There is also the
incoming mail that has to be distributed. The mail center at this company has found
different ways to help the company save money. Having the ability to process their
own mail has saved them money as it is cheaper than having the Post Office do it for
you, I imagine that it also saves time as well. Being able to run the mail center with
only two people shows that they have found efficient methods to process the mail
coming in and out. Overall I was very impressed with the tour of the facility and was
impressed by the attitudes that the employees had toward the job. Many of the
people interviewed had been with the company for many years, and this shows that
the company does a good job taking care of its employees. Having the employees
best interest is key for a company like this as it results in less turnover, which results
in less new hires. This is important as it takes time to train someone and have them
become proficient at the job they have been hired to do.
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