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Waterfront Hotels sets up own call center

Doris Dumlao
Philippine Daily Inquirer
Monday, October 5, 2009

WATERFRONT HOTELS and Casinos, a hotel chain owned and operated by publicly listed Waterfront Philippines Inc., has made a bigger bet on local tourism by investing in its own call center for an integrated reservation and booking.

Waterfront thus now claims to be the first local hotel chain to set up a full-service, round-the-clock call center that functions as a central reservations office which allows swift booking with any of its five hotel properties.

“With the rules of customer engagement changing now more than ever, Waterfront rises up to the challenge by introducing a cutting edge system that uses only the latest in call center technology and database management software. A true breakthrough in hotel booking services, clients now have the convenience of making on-the-spot reservations with one number,” Waterfront said in a statement.

The new technology will allow booking in any of Waterfront’s five hotels—Waterfront Cebu City Hotel & Casino, Waterfront Airport Hotel & Casino, Manila Pavilion Hotel, G Hotel by Waterfront, and Waterfront Insular Hotel Davao—in a seamless system that guarantees immediate booking confirmations with any of the call center agents.

The new system will allow clients to reach the Waterfront hotels through the 1-800 number and obtain instant confirmation of bookings through its global distribution system installed in partnership with Utell, its online travel partner, and the Waterfront website online reservations.

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