Provenance Hotels, a leading developer and operator of mid-sized, upscale properties nationwide was in need of a hotel reservation contact center that would supply consistent high-quality custom-tailored service to their callers. Two of the corporate officers at Provenance had worked previously with San Francisco Reservations, a division of Topaz Services and were impressed with the level of service provided.
As a result of this prior experience, Topaz was invited to Provenance headquarters in Portland Oregon to present its solution to the need Provenance had for a central voice reservations department as well as reservation support for its individual properties.
During that presentation and the discussions that followed, it became clear that the goals and expectations of the two companies were complimentary. As a result, Topaz was chosen as the exclusive provider of voice reservation to Provenance for its hotels.
Provenance was particularly interested finding a company that could deliver a great customer experience. Topaz was a fit, as it excels in providing genuine hospitality in its communication with the caller. “We get high marks with our Ideal Call program. Our Voice Center Staff is energized to create a real connection with the guest, present the hotel’s value proposition and convert the call into a reservation,” said Eric Gustavson, President of Topaz Services.
“We sought a voice reservation service that complimented our company’s dedication to a great customer experience and Topaz has proven to be ideal for Provenance. Topaz converts more reservations at a higher ADR, meaning more revenue to the bottom line. This is a winning combination for us,” said Howard Jacobs, Chief Operating Officer at Provenance Hotels..