Download ResMax Brochure - Hilton Worldwide

AWARD-WINNING SERVICE. OPTIMIZED REVENUE.
PROVEN RESULTS. GLOBALLY TRUSTED.
WHAT IS THE RESMAX PROGRAM
Since 1996, Hilton Reservations and Customer Care has provided an
innovative solution to the Hilton Worldwide portfolio of brands by
offering ResMax, a premium reservations service that creates an
unrivaled competitive advantage for owners and operators.
Simply put, your hotel’s direct reservation calls are seamlessly
transferred to our exclusively trained ResMax team to handle as
though they were on-site at the hotel. Our team is organized around
geographic regions to ensure our agents are familiar with your area,
thus providing exceptional service. Let us support and deliver business
to your property with our proven expertise.
HRCC’S AWARDS AND ACCOLADES
The HRCC team is consistently recognized as a top-selling and
customer service-focused organization.
• HRCC was awarded the 2009 Stevies Award for Best Customer
Service Complaints Team
• In 2010, HRCC won the People’s Choice Stevies Award for Favorite
Customer Service
• The 2012 American Customer Satisfaction Index gave Hilton
Worldwide the highest average satisfaction score among hotel
chains—our fifth consecutive year with the top score in the survey
HRCC’S PROVEN TRACK RECORD
• Abandoned call percentage around 3% each year since 1989
• Average speed of answer below 25 seconds since 1989
• HRCC service is consistently #1 in benchmarking surveys
FEATURES AND BENEFITS
Accredited Development Coaches
Trained in customer engagement techniques, our accredited Development
Coaches support your team of exclusively trained agents by concentrating on
Sales Behaviors and Revenue Optimization, driving consistently higher ADRs,
Conversion and Cross-Sell.
ResMax Explorer
Our system delivers enriched property and area information and content
right at the agents’ fingertips, facilitating their ability to handle your calls
as if they were on-site.
Robust Reporting Tool
To consistently drive revenue and efficiencies, our integrated reports provide
you with measurable, relevant and proprietary results, daily and monthly.
Dedicated Hotel Relationship Managers and Administrators
Our dedicated global team of Managers and Administrators support
you through analysis and consultation, providing best practices and
implementing performance improvement plans. They are the direct link to
your Reservations Team, ensuring you don’t lose that on-site intimacy.
Superior Workforce Management Department
Providing scheduling and forecasting, this highly skilled team ensures precise
operational metrics, including efficient call handling, expanded hours of
operation and fewer abandoned calls.
“ Early on, during my 10 years as General Manager for HGI, I had to be convinced to
give ResMax a try. The increase in ADR and revenue was immediate, and having our
guests taken care of without being put on hold, no matter the time of day, was a
huge win for us. Now, as a BPS director, one of the first questions I ask my hotels is,
‘Are you using ResMax’ The ResMax team provides fantastic service to our hotels.
Having the ability to transfer calls to ResMax and allowing our GSAs to pay their full
attention to the guest standing in front of them are key to improving service scores.”
Marc Rothstein
Director, Brand Performance Support
Hilton Garden Inn

No need to be concerned about
loss of intimacy and control—
we have solutions.
The following ensures we are providing
your guests with the very best reservations
service possible:
• Highly trained agents
• Part of a regional desk within a large center
• Hotel-specific training
• Hotels and training center share updates
via video webinars
• Enriched hotel-specific content via ResMax
• Agent visits to hotels
• Dedicated Hotel Relationship Manager
and ResMax Administrator
• Hotel spotlight and incentives
• Focus on revenue optimization
For more information, visit our website:
HRCCResMax.com
The ResMax Difference *
Prior to joining ResMax
After joining ResMax
$140.00
$136.81
$135.94
$130.49
$130.00
$127.46
$127.12
$120.78
$120.35
$120.00
$119.65
$117.29
$114.93
$114.32
$113.78
$112.72
$113.21
$110.92
$110.71
$110.76
$110.00
$110.24
$109.06
$109.27
$108.21
$106.75
$100.00
ADR
Month -5 -4
-3
-2
-1
0 1
2 3 4 5
ADR Hotel Direct ADR HRCC ResMax Data Only ADR Combined Hotel Direct and HRCC All Sources
*Sample of 100 hotels globally that joined the program between December 2010 and June 2011.
Hilton Reservations and Customer Care Offices and Regional Hotel Relationship Managers
GLASGOW, UK
SOFIA, BULGARIA
DALLAS, TX, US
TAMPA, FL, US
CAIRO, EGYPT
SHANGHAI, CHINA
TOKYO, JAPAN
MEXICO CITY, MEXICO
MANILA, PHILIPPINES
HRCC Office Location
Amanda Wu
Director, Hotel and
Vendor Management
+1 972 770 6064
Amanda.Wu@hilton.com
Steve Hoff
Manager
+1 714 389 7049
Steve.Hoff@hilton.com
Alexis Nunley
Administrator
+1 972 770 6184
Alexis.Nunley@hilton.com
Nicholas Retuerto
Manager
+1 972 770 6034
Nicholas.Retuerto@hilton.com
Kelli Jones
Administrator
+1 972 770 6079
Kelli.Jones@hilton.com
Cheryl Sabol
Manager
+1 570 459 0278
Cheryl.Sabol@hilton.com
Lisa Browne
Administrator
+1 813 243 7596
Lisa.Browne3@hilton.com
Randall Leonard
Manager
+1 813 243 7515
Randall.Leonard@hilton.com
Margarete Tober
Administrator
+1 813 243 7504
Margarete.Tober@hilton.com
Nicola Steel
Director, International
+44 (0) 7974 229 002
Nicola.Steel@hilton.com
Laura Acevedo
Manager
+52 55 5254 0345
Laura.Acevedo@hilton.com
Julie Wood-Downey
Manager, Luxury Desk*
+1 813 290 4710
Julie.Wood-Downey@hilton.com
Ivett Valentin
Administrator, Luxury Desk*
+1 813 290 4711
Ivett.Valentin@hilton.com
*Luxury Desk serves Conrad Hotels & Resorts and Waldorf Astoria Hotels & Resorts
© 2012 Hilton Worldwide