Hi my name is Karisma, I am a student at Universitas Jember majoring in english language. I work as an Online Sales and Reservation at Bukit Vista and is responsible to ensure our 50,000 guests coming from all over the world have an incredible experience. During my time here I have learned and increased my skills of persuasion, hospitality, and negotiation and get to know Bukit Vista reservation team to guide our guests to have a delightful travel accommodations and experiences.
Identifying the problem
I documented the pain points along with some inquiry samples with low response rate and discussed it with the Product Development team. I also suggested creating a tool that could connect Agoda with the Slack channel that the operations team opens every day to communicate. That way, we can track all inquiries that come into Agoda by simply opening the slack channel. With the help of a powerful integration platform called Integromat, finally, the Agoda-Inquiries channel can be released and put into use.
With this tool, the operations team that handles Agoda’s travel marketplace doesn’t need to always open Agoda’s website just to make sure that there are incoming inquiries or not. All they have to do is wait for the notification that comes to the Agoda-Inquiries channel. However, they need to turn on the “Get Notifications for All Messages” feature, that’s all!
Agoda-Inquiries might not be a big project, but a simple tool like this will be very useful for the operations team. And also, the bonus is, this tool can make it easier for supervisors to do inspections because inquiries that have been replied to, can be marked with a check-list ✅. With this attempt to improve the response rate, we hope to increase the number of inquiry conversions into bookings. Increasing booking revenues to our partners and ensuring our guests have a delightful experience.
Inspiring project right? We always appreciate our Vistans and Visterns, who have Inspired Delight and created an impact for our employee, guests, and partners. We value their talents and see them as a precious asset to our company.
Interested in joining us transform the tourism and hospitality industry?