Long Weekends - An Easter Experience
We hope you all had a rewarding and prosperous Easter weekend. During the weeks leading up to Easter we noted a number of issues emerging that impacted upon final bookings, confirmation and turnover for operators in our region. These issues include: TOP
Availablity and Communication
Thank-you to operators that consistently communicate with Triplehill ABS with their availability. An emailed response from operators assists in keeping phone lines free to capture as many client incoming queries as possible.
We are aiming to reduce the time required to place clients when availability information is not available. Any one enquiry may result in up to 10 calls to operators fielding availability. This keeps phone lines and staff busy and reduces conversion opportunities. As a service we are aware this is what we are commissioned to do but we need to work on efficiency to ensure that we fill vacancies.
Availabilities certainly ensured rapid booking processes and an increase in conversions for some operators.
There were still a large number of operators who didn’t respond to requests for availability which made it difficult to convert sales on their behalf. A new reminder email will be sent weekly to you to ensure that you send us your availabilities. TOP
Communication & Confirmation
Over the weekend there were situations where operators faced booking issues with clients as a result of not utilising the final confirmation email and checking off this information with clients prior to their arrival. What is distributed from the service is a ‘final’ confirmation document outlining dates, guest numbers, total tariff and client contact details. ANY additional information the client wants after that document is forwarded through to the operator and will be communicated via phone and email directly. TOP
Scam Alerts
There were several incidents where clients tried to negotiate changes to their original confirmation directly with operators prior to or upon arrival. Some clients claimed that they had arranged to pay on arrival, that there dates had been changed prior to arrival, or that they thought that full payment wasn’t required from her until they had viewed the property – which as we all know is incorrect. The service ALWAYS collects full payment from each client prior to their stay with any of our operators, unless directly organised with the operator to secure a last minute booking (this rarely happens). There are three key reasons we insist on this policy:
1) credit card fraud
2) reducing last minute cancellations and
3) ensuring operator payments.
If you are ever in any doubt please contact us but be assured that your final confirmation email booking is always accurate.
Please contact us if you have any information on other scams you are aware of or have experienced so we can warn operators in the area TOP
Client Communication
We strongly urge operators to contact clients within the 48 hour time frame from a confirmed booking to double check the details for good customer relations. From this point any changes are at the discretion of the operator and we have no control of those matters discussed unless you communicate in writing with Triplehill ABS allowing us to reissue a modified booking confirmation. TOP
Price-Point
We would like to take this opportunity to remind operators to provide us with up to date pricing structures, including last minute pricing. For the overall consistency of the service and industry professionalism we need to be using the same pricing structure.
If you do have last minute or reduced rate specials can you please advise Triplehill ABS so we can accurately represent your business this includes the time frame that the special is available for. TOP
Maximise Holiday Period
We were surprised by the number of operators that had accepted one night stays for the Easter Saturday long in advance of this holiday period. We would urge operators to consider setting premium holiday booking terms including minimum stay requirements. We experienced difficulty placing clients in some venues for long periods as they had accepted single night stays (often a single couple) bookings which didn’t allow for longer stays and group bookings. We had extremely large volume of enquires for group getaways on a three night stay. However the staff worked very hard to accommodate those clients and clients looking for last minute accommodation. Please keep these issues in mind with Queens birthday approaching in the coming weeks. TOP
Incentives For Operators
The success of Triplehill ABS to date has been fantastic for the region, gaining exposure for our operators and increasing awareness of the tourism attractions available in the area.
Due to growth, the demand for accommodation means we need to expand our property selection.
Triplehill ABS would like to offer existing operators - one month free advertising on the Triplehill ABS website if they can sign up another accommodation provider that isn’t already using our service.
The advertising will showcase your property on the home page for a four week period which will increase awareness of your product and service to visitors to the Triplehill ABS website. We will include a link back to your website for the duration of this advertisement to assist with increasing traffic flow and exposure to your property.
This advertising package is valued at $300 - all you have to do is talk to your fellow accommodation providers and let them know how the service is working for your business and the benefits you have experienced by using Triplehill ABS.
Offer starts 19 April 2006 through till COB 3 May 2006 – so hurry! TOP
Site Expansion
As we mentioned in our offer above Triplehill ABS needs to expand the property selection due to the growth and demand of accommodation in the region. Our aim is to have as many accommodation providers from the Macedon Ranges area as possible. However, without the full support of the Macedon Ranges operators, we may need to broaden the regions boundaries and include Macedon Ranges & Spa Country to meet client demand.
Our goal for Triplehill ABS is to ensure visitors to the region stay in the region and return to the region hence our tag line “start an experience you’ll never want to finish!”
Fortnightly Payments
Due to an increase in accommodation enquiry and booking conversions Triplehill Accommodation Booking Service's payments to operators is going to change. We can no longer pay weekly due to the level of administration work required to complete payments. We will now be paying all operators fortnightly! On average it takes our staff over 1 hour to finalise and pay an operators account (which with our current properties totals 30 hours). To ensure efficient use of this time a decision has been made to pay fortnightly. If you have any questions or queries about this policy please contact Shaun on 0353364532.
How many times have you said to yourself “We must go to the Woodend Visitor Information Centre to find out what is going on” or drive to Romsey to see what’s been happening, but never get around to it?
You Tell Us
How well do you know what is happening in your region? Yes you have a business in the area but do you keep up to date with upcoming events, new business and developments in and throughout the region?
As we are heading into a busy season with winter approaching and our customers looking for weekend escapes by the fire place, now is a great time for you to familiarise yourself with other businesses and developments in the area to ensure you can point your customers in the right direction when they stay at your facility.
Take a little time to drive to another town in the Macedon Ranges to see what is on offer or check the local council website or drop into your local visitor information centre to stay updated with current event information and general happenings in the area.
Send us any information on new developments or updates with your business and keep us informed if you know of other new businesses, attractions or upcoming events in the region.
We all need to work together to get the message out there that Macedon Ranges is a great destination to visit and stay in.
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