Need a quick, comprehensive response to an enquiry? QHotels comes out on top.
QHotels, the award-winning collection of hotels across the UK, has come out top in BDRC Continental’s Meetings Benchmark Tracker, scoring 95.2% for meeting enquiries taken across three channels; telephone, email and web.
Every month BDRC Continental mystery shops at hotels across the UK to determine the best in class in call connection, enquiry handling, understanding meeting objectives and follow-up to the enquiry. To get high marks in a single assessment, hotels must display incredible attention to detail throughout the call and most consistently do so, to achieve high marks.
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.”
Michael Purtill continued: “The results reflect our commitment to continually evolve the ways in which organisers can enquire with us. We’ve invested and developed our Central Events Team who now handle the enquiries for 9 individual hotels and all multi-property enquiries. We also continue to develop our online meetings platform to help organisers to make comprehensive online enquiries should they not wish to pick up the phone in the first instance. Our online enquiry form was designed in line with BDRC Continental’s Meetings Benchmark Tracker criteria and has been responsible for driving over £5million in enquiries to us in 2011. In 2012, we are already investing significantly to further improve our online conference website.”
2012 is proving to be a good year for the group already. In January QHotels was awarded the No.1 hotel brand in the Large Groups category of BDRC Continental’s VenueVerdict Awards, as well as scooping two VenueVerdict Gold Accreditations for exceptional customer service at The Westerwood Hotel & Golf Resort, near Glasgow and The Midland in Manchester.
