NH Hoteles increases revenue by 117% at its European Central Reservations office in three years

• Thanks to the Great job, big opportunities job motivation program, the productivity of staff at the central reservations office has jumped by 27%, featuring a 9% growth of its volume of sales

• This pioneering work model has been acknowledged by the Dintel Foundation which has awarded NH Hoteles the 2012 Dintel Contact Centre and CAU Prize

To raise productivity, boost customer satisfaction and save costs. These are the imperatives underpinning NH Hoteles’ decision to centralise its European call centres in Madrid a little more than three years ago. This restructuring has driven a 117% rise in its CRO-generated revenue growth, improved productivity by 27% and reduced the call centre abandon rate by almost 70%.

To achieve these goals, NH Hoteles made a strategic commitment to its employees by introducing the Great job, big opportunities HR program, especially designed to motivate its CRO staff.

As NH Hoteles’ CRO Director Alexandra Da Silva, has stated: “Our employees constitute a core strategic assets of the organisation. Over 160 people work at our contact centre, each one providing service to more than 100 calls a day”.

Talent management
Retaining talent is another key point in this project. All CRO employees at NH Hoteles speak at least two languages, - with a 10% speaking three or four - and 85% of them hold a university degree. Overall, the central reservations office handles 3 million enquiries per year of clients from 11 European countries, dealing with them fluently in seven different languages.

“In its hiring processes, NH Hoteles prioritises internal promotion and many of the Group’s professionals have launched their careers from the central reservations office. Since 2009, 15% of CRO employees has been promoted joining other departments of the chain. Every quarter, the top three performing employees are rewarded with trips and free overnight stays in NH hotels of their choice. These are some of the motivation tools we use”, added Ms. Da Silva.

Acknowledgments
The Dintel Foundation has awarded NH Hoteles’ centralised European booking model with the 2012 Dintel Contact Center and CAU Prize, a prize that adds up to the many obtained during these last three years and that has seen competitors of the stature of ING Direct, Bankinter, Telefónica and BBVA.

In 2010, the Spanish Association of Client Contact Centres Experts (AEECCC) had already selected the chain as the Spanish Company with the best customer experience, while the external consultant IZO Systems had given the Company’s customer care service a rating of 9.4, compared to an average of 8 in the sector.

About NH HOTELES
NH Hoteles (www.nh-hotels.com) ranks third among European business hotels. NH Hoteles operates about 400 hotels with almost 60,000 rooms in 26 countries in Europe, America and Africa. NH Hoteles has at present 21 projects for new hotels under construction that will add over 2,000 new rooms. NH Hoteles is listed on the Madrid Stock Exchange.

FOR FURTHER INFORMATION:
NH Hoteles Communications Department
Tel: +34914519762
Tel: +34 91451 97 18 (switchboard)
Email: comunicacion@nh-hotels.com

RESERVATIONS
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Website: http://www.nh-hotels.com