Employee Excellence

The key to exquisite customer service is exceptional and educated employees. That is why Guest Direct℠ agents undergo a rigorous hiring and training process before they ever answer a call.

Recruiting Top Performers

Guest Direct℠ hires employees who demonstrate commitment. The majority of the technical support agents are either pursuing or recently graduated from a technical program. Recruiting from multiple technical schools, Guest Direct℠ gives aspiring IT professionals the opportunity to polish their skills while serving your guests.  Our reservation agents are recruited primarily through employee referrals and local community colleges.

A Meticulous Interviewing Process

Every potential employee goes through an extensive interviewing process. After an applicant’s resume is prescreened, the applicant completes a series of assessments analyzing basic job skills, call center suitability, telephone selling skills, customer service aptitude, ethics and personality qualities to make sure they possess the traits to be a successful agent. Over half of applicants do not meet these high standards and do not make it past the assessment process.

Once applicants make it through the prescreen and testing, they have a one-on-one interview with a Guest Direct℠ staffing specialist to determine if they are articulate, professional, knowledgeable and quick learners.  In the end, our process is uniquely developed to determine whether an applicant is the type of person who enjoys helping others in a kind and friendly way.

Thorough and Ongoing Training

After an agent is hired, they participate in orientation, followed by a week-long training session. Each agent learns about the various systems we support, quality expectations, the hospitality industry, and particulars about either high-speed Internet access support or our unique approach to reservation sales. Each new hire is also introduced to our “Gung-Ho” Corporate Culture, and how that culture helps drive success for our Clients, our Company and our Employees. In addition to the classroom training in Guest Direct’s dedicated training center, each new employee spends significant time observing Guest Direct’s top performers.

Agents are monitored at random at least twice a week by supervisors and a dedicated team of quality evaluators to determine their strengths and weaknesses. The agents are given weekly feedback and performance reviews to make sure quality is always a top priority during an employee’s tenure.

Incentives to Succeed

To keep employees motivated, Guest Direct℠ tracks each employee’s performance based on factors such as their monitored call performance scores, average problem resolution rates, average call times, reservation conversion rates, attendance and efficiency. On a monthly basis, top performers, whether they are technical support agents or reservation agents, are recognized and earn reward points that can be accumulated and used to purchase merchandise. In addition, our reservation agents earn additional compensation based upon their conversion rates and the number of opportunities booked. The constant drive to become a top performer keeps our agents motivated to give you the results you need.