Frasers Hospitality Launches New 24/7 Call Centre Service
Frasers Hospitality has partnered Sabre Hospitality Solutions to launch its 24/7 global call centre service to provide travellers with round-the-clock assistance on reservations and information on its properties across Europe, Middle East, Africa, North Asia, Southeast Asia and Australia, as part of its 360-degree customer engagement strategy.
Complementing other recent enhancement initiatives including the launch of a new website, a Chinese-focused website and the rollout of its e-Concierge service, the 24/7 call centre service will provide consistent, professional and prompt response to queries on accommodation, location, facilities, amenities within the vicinity, attractions and other essential facts about the city in multiple languages including English, Mandarin, Arabic, Japanese, Korean, German, French and Italian.
Demonstrating its commitment to meeting the evolving needs of its worldwide customers – travellers, travel agents and travel management companies – this latest initiative is in line with Frasers Hospitality’s global growth plans to achieve 30,000 units by 2019. “With the growth of our global footprint comes the need to be efficient, timely and accessible in engaging our customers wherever they are,” said Ms Joanne Ang, Group Director of Global Sales & Marketing, Frasers Hospitality Pte Ltd.
She added, “With this 24-hour call centre service, we are able to continue providing our customers, most of who prefer live phone call assistance, prompt response anywhere regardless of time zone. It also improves the consistency of our service, provides instant confirmation on reservations and allows us to capture full call centre data for better analysis and planning, which aids in our continuous evaluation of our offerings to better serve our customers.”
Frasers Hospitality caters to the different lifestyle needs of a wide spectrum of travellers in various markets with its branded lifestyle offerings: Frasers Gold-Standard serviced residences (Fraser Suites, Fraser Place and Fraser Residence); Modena by Fraser serviced residences for ‘road warriors’; Capri by Fraser hotel residences for e-generation travellers; and Malmaison and Hotel du Vin lifestyle boutique hotels.
Frasers Hospitality’s global portfolio, including those in the pipeline, stands at 129 properties in 77 cities and more than 21,000 keys worldwide.