QHotels has topped the Meetings Benchmark
Tracker - operated by BDRC Continental - which looks at how well venues respond
to mystery meetings and events enquiries submitted via three booking channels.
QHotels – which has 21 hotels in the UK - achieved an overall
performance score of 95.2 per cent across the whole
of 2011, beating De Vere Venues to the post by just 0.3 per cent. Independently
owned Sundial Group finished third.
Meetings Benchmark Tracker tracks 30 hotel brands in their handling of
telephone and electronic enquiries using the ‘mystery shopping’ method.
QHotels’ managing director, Michael Purtill, said: “BDRC Continental’s rigorous
enquiry handling scores are fundamental to developing our meetings and events
team and ensuring that we give a consistently good first impression and quick
turnaround when handling all enquiries. These latest results demonstrate the
talent and experience of our team in building positive relationships and
adapting to the requirements of a wide range of customers however they enquire
James Bland, senior client services manager at BDRC Continental, added:
“Results are presented via an online reporting portal, allowing them to assess
individual enquiries and trends over time. The overall objective is to
enhance conversion rates, and to ensure that a venue gives itself the best
possible chance of securing business by making a winning initial impression.”