News
QHotels' Park Royal Hotel, Warrington
QHotels tops Meetings Benchmark Tracker
QHotels has topped the BDRC Meetings Benchmark Tracker, which examines how efficiently venues respond to mystery meetings and events enquiries.
BDRC Continental, who conducted the Tracker, is one of the UK’s largest independent market research consultancies and the mystery enquiries were submitted via three booking channels.
The Tracker follows 30 hotel brands in their handling of telephone and electronic enquiries using the ‘mystery shopping’ method to determine best in class at call connection, enquiry handling, understanding meeting objectives and follow-up to the enquiry.
Pole positions were dominated by Expotel clients. QHotels – which has 21 hotels in
the UK - achieved an overall performance score of 95.2 per cent across the whole of 2011, beating De Vere Venues to the post
by just 0.3 per cent. Independently owned Sundial Group finished third.
QHotels’ managing director, Michael Purtill, said:
“BDRC Continental’s rigorous enquiry
handling scores are fundamental to developing our meetings and events team and
ensuring that we give a consistently good first impression and quick turnaround
when handling all enquiries. These latest results demonstrate the talent and
experience of our team in building positive relationships and adapting to the
requirements of a wide range of customers however they enquire with us.”
James Bland, senior client services manager at BDRC Continental, added:
“Results are presented via an online reporting portal, allowing them to assess individual enquiries and trends over time. The overall objective is to enhance conversion rates, and to ensure that a venue gives itself the best possible chance of securing business by making a winning initial impression.”
This news story was written by DialExpotel for Expotel, the UK’s leading hotel, travel and venue booking agency. To make a hotel booking, book online or call Expotel on 0844 793 7300
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Published: 06-02-2012 15:04:00
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