OBEROI CONTACT CENTRE (OCC) Location: Maidens Hotel, Delhi A one stop centralized operation equipped with state of the art technology offers guest and bookers easy access to Oberoi Hotels, the sales driven interaction works with the objective of providing enriching interactive experience. The information provided is rich in content for not only hotels but also destination, this has led to a consistent track record of high conversion of enquiry to room purchase. A call centre and revenue optimization driven operation set up with the objective of integrating reservation & information services and revenue management functions. A 24 x 7 operation, which deploys state of the art technology (Siemens Hi Path Pro Centre Suite) 100% call recording capability to continuously audit service standards Toll Free call answering services from 29 countries Good capacity facility with excellent conversion rate o India Toll free 1:3 (Every third calls converts to business) o International Toll free 1:6 (Every fourth calls converts to business) Reservation Assistants trained to become destination experts, hotel and destination familiarisation key in this process of learning. Indigenously developed business models optimise revenue and occupancy of itinerary travel between Oberoi leisure hotels. Revenue Management responsibility for budget realization and occupancy optimization of its 11 hotels and resorts, amongst others this portfolio of hotels include the luxurious and award winning quartet of The Oberoi Rajvilas in Jaipur, The Oberoi Amarvilas, in Agra, The Oberoi Udaivilas, in Udaipur and The Oberoi Vanyavilas in Ranthambore. Service all Marketing initiated special offers which require coordination with either hotels or other group companies I.e. Avis Car Rental, Mercury Travels, Oberoi Aviation etc. Operational base for ‘ Connections a bookers loyalty program (India centric operation) One point of contact for Conference Management, Delegations and Group Reservations Principal database centre for guest and corporate profile management. A dedicated team maintains discipline in the correction and data upkeep of all individual and guest profiles company wide. Process fulfillment centre – handles brochure requests, e-mails etc. Oberoi Contact Center is an active member of NASSCOM, India s apex body for software and IT enabled services.
