Our central reservation center (CRES), located in Fresno, California, is a cornerstone to our success. The center has evolved into a full contact center, capable of not only handling incoming calls for reservations and information, but also handles:

• Email booking requests;
• Fax bookings;
• Group bookings, both individual call-ins and rooming lists;
• Outbound call campaigns; and 
• Live chat for online web support.

The CRES has recently developed the newest in call center technology with a voice-over IP phone switch that allows for centralized management of call distribution, tracking and reporting, yet allows for decentralized workforce should a property be better served by handling some or all of its calls at the property.

Additional services provided by the Fresno operation include:

• Rate administration;
• Revenue and yield management;
• Distribution and channel management;
• Confirmation emails and letters;
• Spa, tour and recreational activity bookings;
• Full productivity and conversation reporting by property; and 
• Tracking of all marketing initiatives using unique phone numbers.