November 16, 2020

A Wow Visit to the Historic Biltmore in Miami

A central cornerstone of Advantage Reserve’s business philosophy is that our reservations specialists act as an extension of the hotels and properties we support.

We’re deeply invested in becoming experts about our properties, growing their businesses, and learning how we can customize our products or services to deliver optimal guest experiences and revenue conversions.

One of the best ways we can fulfill all of these goals is making on-site visits to our partner hotels. The results include:

  • gaining insights into the unique world of our customer
  • developing closer, long-term relationships with the property’s reservations, sales, marketing, and revenue teams
  • having direct contact and interaction with the hotel’s structure and operations
  • fostering a shared vision of the hotel’s distinctive needs and expectations

Recently, a group of our high-performing reservations specialists made a customer visit to the Biltmore Hotel & Resort in Coral Gables, Florida — a one-of-a-kind, luxury property with a rich history of guest experiences that dates to 1926. 

Visitors to the Biltmore have included the duke and duchess of Windsor, celebrities like Judy Garland and Bing Crosby, Al Capone, members of the Vanderbilt family, and President Franklin Roosevelt.

Of course, we were completely dazzled — and Nicholas Moncada, the Reservations Manager at the Biltmore, and Barbara Van Hussen, the Director of Revenue Management, showed us the best of the best.

In addition to showing our agents its elegant public areas, restaurants, meeting spaces, and guest rooms, the Biltmore teams rolled out the red carpet for us with:

  • a review of the property’s incredible history and architecture
  • a tour of its lush amenities
  • gift bags and day passes to its landmark pool
  • a delicious, three-course luncheon
  • a raffle for a complimentary stay

Our team was so impressed with the outstanding service, and the Biltmore staff clearly conveyed tremendous pride in delivering premium service and wanted us to feel like a part of the family.

Having a direct, on-site experience also made our reservations specialists feel a tremendous sense of inclusion and excitement — that we truly are an essential part of the Biltmore family. We were energized by the level of service at the Biltmore, and we are super-excited about sharing our enthusiasm about the resort to guests.

The Biltmore’s teams were pleased too, impressed by our teams’ knowledge and skills, and they said can’t wait for us to return for more site visits early next year.

We have had great success with our customer visits — and the benefits are tangible:

  • an insider’s view into the context and direct knowledge of the property
  • increased motivation and confidence among our teams
  • stronger bond and loyalty with our partner hotels
  • better leverage for selling and upselling

Our reservations team definitely had a great time at the Biltmore. Spending time with our partner hotels transforms the business relationship into a deeper partnership — which ultimately leads to better customer service and revenue conversion.