What you live and breathe every single day,

An Evolve Back Holiday expert must be Passionate, cheerful, Efficient, & intelligent. 

• An early start is the first step towards success:  We will strive to be in the office well-groomed and latest by 09:15 AM. 

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• Wired Hour: This is your moment of truth. During this time, nothing matters more than picking up Incoming calls of our guests. We will not move from our workstations and ensure that every guest who calls us during this hour is serviced with the highest levels of professionalism.​​

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• Parts of a Call: We feel privileged to have more than 200 guests call/mail us every day for a holiday. We will never take this for granted & believe that every guest that calls in deserves nothing less than a world-class ‘Purchase Experience’ – To this end, we will always remember the parts of a call - KYC – Product – Pricing – Summarizing & Closure.

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• Database: Data is the currency for the future. It is the new oil if you are in the oil & gas industry. The new superfood if you are in the food & beverage industry. The new gold, whatever you want to call it, data is what is driving everything. It is no different in the Hotel industry either. For every guest who calls in, we need to non- collect their First Name, Last Name, Mobile Number, Email Id, City; State; Country. These fields are compulsory to be added for any query other than lunch/HR related. If the guest refuses to share any mandatory detail, the same must be added under notes with the call date and time.

❌I forgot to ask for the second name OR The guest did not give the second name and it was a cell phone call so I don’t have proof

❌It was a general inquiry, if I ask the email Id the guest might get angry so I did not ask for it

❌No rooms were available and hence I did not take the guest details

• Follow-ups: Nurturing a lead is like watering a flower - you have to give it time and attention for it to bloom into a sale. If you simply rely on the first contact with your potential customers and won’t do any follow-ups you will not get any sales. A query received in the morning should be followed up in the evening; a query received in the evening should be followed up the next day morning. Every lead that you get is precious. If after conducting the established follow-up procedures the guest decides not to travel with us please ensure to create the IQNF activity. This gives us one last chance to save the guest and get him to come back to us.

❌I did not call on Tuesday as promised as I was on leave

❌I thought I can call him in 2-3 days as I felt he needs more time / thought he will not confirm the booking

❌I didn't think he is potential and hence did not keep a single follow up 

❌I did not move to IQNF as it was a general inquiry

❌A guest told me someone else already booked it hence I did not move it to IQNF.

• Missed calls / Info mails/ Whats app Enq etc: We have more than 200 guests call/mail us every day for a holiday, we even happen to miss a few calls -  every missed call/info mails/ Whats App inquiry, etc is to be called back / mailed back within the next 2 hours of receiving it. 

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• When you receive a call from a guest who specifically wants to speak to someone other than you: “Customer is King” and we cannot keep the King waiting. If you receive a call and the guest asks for another executive – please refer to ASSISTING ANOTHER EXECUTIVE GUEST Page and follow the process.

  
  

• Out of Office rules: Whether you are celebrating the New Year on the beach or lounging around in some comfy pajamas at home, don't forget to share your tasks, Gmail password to your HOD, and divert your cell phone calls to the landline. Our company is process dependent and not people dependent

❌“Sir I am on leave on Wednesday and Thursday, so I will call you on Friday”

✔️“Sir I am on leave for the next one week, but do not worry I will have a colleague of mine call you in two days’ time for an update”