The Essex Resort and Spa Partners with Travel Outlook To Offer Hotel Guests a Friendly, Helpful Voice

Submitted Success Story

The Essex Resort and Spa chose Travel Outlook to provide this exacting level of compassionate, courteous, and efficient guest voice services.

The Essex Resort and Spa in Essex, Vermont has joined the group of exceptional hotels enjoying the voice services provided by Travel Outlook, The Premier Hotel Call Center.

In an increasingly digital world, a personal touch goes a long way, and a friendly and helpful voice can provide the definition of true hospitality. Callers are looking for sincere, direct assistance, not a generic response off a call sheet, and a properly trained call center agent will approach every call in this supportive way, matching the particulars of the hotel with the needs of the caller.

As the voice channel of its clients, Travel Outlook becomes intimately familiar with the features, benefits, and operating goals of each of its clients, and by selling the unique nature of the hotel, its agents sell a better value, instead of a better price.

According to John Smallwood, President of Travel Outlook, “we all know that we never get a second chance to make a first impression, that is precisely the case when it comes to answering calls for our hotel clients.  Our team strives to provide a clear and positive first impression of the hotel for the guest, and this sets the tone for their stay and for all future bookings with the hotel.  We realize that a poor first impression can do more harm than a lost sale, it can result in a poor review that can spread like wildfire.”

The Essex Resort and Spa chose Travel Outlook to provide this exacting level of compassionate, courteous, and efficient guest voice services.

The Essex represents the essence of New England hospitality. Set in a verdant eighteen acres with traditional local architecture, The Essex offers the perfect retreat for families, weddings, or for business gatherings of up to three hundred.

Though The Essex feels private and secluded, downtown Burlington is only about twenty minutes away, and the Essex Experience are a ten-minute walk from the resort.  Five ski areas are within 50 minutes of the resort, including Stowe, Sugarbush, Mad River, Smugglers Notch, and Bolton Valley, and guests can enjoy championship golfing at one of several nearby courses.  The closest course to The Essex, The Links at Lang Farm, is rated a Top 25 Par 3 Course in New England by New England Golf Monthly.

At The Essex, food is a priority. At the AAA Four-Diamond and Wine Spectator Award-certified Junction Restaurant, guests can taste Vermont in every bite. Seasonal menu changes are based on the freshest ingredients available, including those from their vegetable and herb gardens. Guests can eat, learn, and savor through Cook Academy at The Essex to explore their “Inner Chef”. At The Tavern, chefs take a fresh approach to pub favorites, and guests are greeted with creative and casual entrees, appetizers, desserts, and beverages ready to enjoy anywhere.  And the pet-friendly Essex offers four-legged guests a welcome gift including dog bowl, toy, and locally made treats.

The Spa at The Essex features soft colors, natural stone, and wood laminate floors with a light-filled indoor lap pool, steam rooms, saunas, an in-ground outdoor hot tub open year-round and a seasonal outdoor pool. The spa offers a complete array of massage and beauty treatments for men and women, as well as beauty salon services.

Mike McNeill, General Manager of The Essex Resort and Spa, said, “we are pleased to be partnering with Travel Outlook to be and extension of our brand.  Travel Outlooks’ reputation for combining attention to detail with warm hospitality is what drew us to them.  Their responsiveness and flexibility in meeting our unique needs has been very impressive from the start.  We look forward to seeing the results as we go into this new year.”

The only call center certified by the Kennedy Training Network, for sixteen years the Travel Outlook team has been offering Forbes Five Star level service for hotels around the world. Travel Outlook can save the average property $10,000 a month answering voice calls, and many hotels are realizing that it’s not necessary to maintain the fixed expense of an in-house reservations department.

Travel Outlook also offers Annette, the Virtual Hotel Agent, which for pennies a month can answer up to 70% of front desk and dining calls.

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