Superior Service, Optimized Revenue

ResMax, an innovative solution offered by Hilton Reservations and Customer Care (HRCC) is a premium reservations service that creates an unrivaled competitive advantage for owners and operators. A hotel's direct reservation calls are seamlessly transferred to our exclusively trained ResMax sales specialists who handle as though they are an extension of the hotel's team.

 

 

Powerful Results

ADR by months from joining the ResMax program
1 Source: Hilton's StayMart Database
2 Based on gross bookings made between Jan 1 2014 and Aug 31 2014 regardless of arrival date.
Values do not consider any differences in booking window.
3 Premium is based on Rack & Leisure market segment which includes BAR, Consortia, Other Discounts, and Corporate Marketing; but excludes HHonors rewards, TMTP, and Day Use rooms for improved comparison.

Our Approach

  • Support: Dedicated Regional Directors and Managers of Business Development collaborating with each hotel through analysis and consultation
  • Knowledge: Operationally organized to support geographic regions, our sales specialists utilize the ResMax Knowledge Base to ensure familiarity with your hotel
  • Training: Accredited and comprehensive training concentrating on Sales Behaviors and Revenue Optimization to drive higher ADR, Conversion and Cross-sell
  • Connectivity: Video Webinar Training and Online Test Call surveys ensure hotels connect with agents and are kept up to date
  • Global: Covers every major language throughout the world

Our Operational Results

  • Sophisticated call routing and real-time agent performance management
  • Enriched and customizable hotel content
  • Detailed reporting providing daily, monthly and yearly performance
  • Superior workforce management ensuring efficient call handling

Our Results

  • Over 2,700 hotels enrolled in the ResMax service globally
  • ADR - Highest net contribution channel
  • Low operating costs
  • Over 47% average call conversion rate
  • 94.3% Customer Satisfaction
  • Supporting 15+ languages globally

See Revenue Results of ResMax with Auto Attendant.

Are you a Hampton by Hilton or Hilton Garden Inn hotel that needs help at the Front Desk while driving results? A new ResMax program blends the auto attendant feature (which handles inbound calls at your Front Desk) with ResMax's world class reservation services for maximum results. Get all the details here

How Can ResMax with Auto Attendant Work for You? Hear from GM Jim Conway at Hampton Inn & Suites Chicago-Downtown, IL, whose hotel has seen great results from using ResMax with auto attendant:

  • "The auto attendant function has reduced the number of calls having to be answered by our Front Office team, allowing them more time to focus on our in-house guests."
  • "From a revenue standpoint, comparing year to date through June 30, 2015, to the same period last year, we've increased ResMax Room Nights by +8.4%, grown our ADR 11.8% and increased ResMax revenue by 21.2%."

If you're not enrolled in ResMax with auto attendant, check out this 15-minute webinar to learn more. Ready to opt-in to this program? Simply fill out this short survey to secure an onboarding date.

Click here to read the NOW communication!

For More Information

Amanda Wu, Sr. Director, Global Business Development, ResMax

Amanda Wu

Sr. Director, Global Business Development, ResMax

Office +1-972-770-6064
amanda.wu@hilton.com

Hilton Reservations and Customer Care Offices and Regional Business Development Managers
Download Regional Map
 
Joshua Ramsey, Director, Business Development

Joshua Ramsey

Director, Business Development

ResMax Americas

Mobile +1 972 730 2543
Joshua.Ramsey@hilton.com

Gillian Nevin, Director, Business Development International, Europe, Middle East, Africa & Asia Pacific

Gillian Nevin

Director, Business Development

Europe, Middle East & Africa

Office +353 87 798 7286
gillian.nevin@hilton.com

Richard Pan, Director, Business Development

Richard Pan

Director, Business Development

Asia Pacific

Mobile +86 21-2321-6888
richard.pan@hilton.com

 

Randall Leonard, Manager, Business Development Americas

Randall Leonard

Business Development Manager, ResMax Americas

Full Service Brands

Office +1-813-243-7515
Mobile +1-813-205-4049
randall.leonard@hilton.com

 

Lizbeth Quiñones,Business Development Manager, ResMax Americas

Lizbeth Quiñones

Business Development Manager, ResMax Americas

All Suites Brands and Latin America

Office +1 757 761 9305
lizbeth.quinones@hilton.com

Deborah Hall, Business Development Manager, ResMax Americas

Deborah Hall

Business Development Manager, ResMax Americas

Focus Service Brands

Mobile +1 630 392 4570
Deborah.hall@hilton.com