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Travel Outlook® Premium Reservations Call Center Contracts with
Santa Catalina Island Resort Services, Santa Catalina Island, California
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“Over the past few years we have made significant enhancements to our hotels, tours, and events to improve the guest experience at Santa Catalina Island,” said Todd Wade, Vice-President of Information Technology. “We are tightly focusing on customer service, and on providing the best possible guest experience for visitors to Catalina Island. We have completely renovated the Pavilion Hotel and Hotel Atwater, and added several new tours, and we’re also working to spread the word about unique island activities such as our Catalina Zip Line Eco Tour, which has five separate zip lines taking our guests from 500 feet down to 60 feet above sea level at speeds of up to 45 mph. All of these changes will appeal to those who come to enjoy the beauty of Catalina Island and our slower pace of life, and we felt that we could enhance our guest service by adding a professional central reservations company to answer our guest calls. After reviewing proposals from several vendors and contacting some of their existing clients, we determined that Travel Outlook was the right choice for Santa Catalina Island Resort Services.”

Travel Outlook is unique in that its team connects directly to a hotel’s property management system, providing real time access to the hotel’s guest itinerary. “In the case of Catalina Island Resort Services”, says John Smallwood, Travel Outlook CEO, “this means that our team is able to tell guests about the many tours and events on the island during their stay, and to create the right package for the guest which would include accommodations and one or more tours for them to enjoy during their stay on the island. Effectively conveying the right information about all there is to do on the island is important to Mr. Wade and his team, and we are up to the challenge.”

Travel Outlook’s team members closely follow sales techniques designed by the Kennedy Training Network, employing a more conversational tone as they interact with guests on the phone. “Our reservation specialists realize that before calling, many potential guests have done significant research online about our clients,” says Smallwood, “and using the Kennedy system, our agents can tailor their approach to meeting the callers needs quickly in the call while maintaining a friendly approach throughout the call.”

For additional information:
John Smallwood, Chief Executive Officer
Travel Outlook Premium Reservations Call Center
www.TravelOutlook.com
Toll free: 855-RES-EXPERTS (855-737-3973)
International: 505-407-4075
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About Travel Outlook
Travel Outlook partners with independent hotels, resorts and management companies to provide commissioned private label voice reservations. Its mission is to enhance the service levels, revenues and profitability of client hotels by providing timely, gracious and informed assistance to potential guests—resulting in the industry’s best conversion of reservation inquiries. Travel Outlook’s reservations team is certified by the Kennedy Training Network.

About Santa Catalina Island Resort Services
Santa Catalina Island (www.VisitCatalinaIsland.com), about 22 miles southwest of Los Angeles, was recently selected as one of the top ten most romantic islands in the world by Travel + Leisure Magazine. With almost 90% of the island dedicated to conservation, Santa Catalina retains its close connection to nature and the natural beauty of its rugged coastline and indigenous plants and animals. Santa Catalina Island Resort Services manages several hotels, restaurants, and tours on the island. Phone: 877-778-8322
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