As a hotel industry trainer, one of my most popular topic areas is reservations agent sales training, as there are still plenty of hoteliers who recognize voice is an important distribution channel. When I solicit input during my pre-training management consultations, one frequent request is to train agents to do all they can to convince those shopping on online travel agencies to book directly. It is not surprising that my clients ask me to train their staff on this subject. Rarely a week goes by that I don’t read at least one new hotel industry article about the rising costs of customer acquisition or how important it is to secure direct bookings and wean guests off OTA channels. So for my article this month, I decided to do a little survey to see how the major brand call centers are handling calls from those who indicate they are comparing rates they see at OTAs. Get the full story at Hotel News Now