Our central reservations system (CRS) is considered to be one of the largest in the industry. It is designed to make it easy for any individual, business or group to find information, get assistance and make reservations at all our hotels. It provides efficient access to information with assistance and reservations through other available distribution channels such as travel agents and internet travel portals. Rates, availability and hotel specifics are automatically updated to all distribution systems on a real-time basis through our property management system, choiceADVANTAGE®.
ChoiceHotels.com generated more than $1 billion in revenue worldwide last year alone. With an extensive investment in both paid and organic (free) search engine marketing, as well as a robust affiliate program, ChoiceHotels.com is designed to be the lowest-cost, highest-revenue-producing platform for franchisees. In 2013, the site received more than 150 million visitors and is among the best in the industry at converting “lookers to bookers.”
Our contact centers are staffed with trained sales representatives who answer both a central system-wide Choice Hotels number, 800.4CHOICE, as well as brand-specific numbers. Located around the world, our contact centers are multilingual. The voice reservations network handled almost 6 million calls last year with an enviable track record of high conversion. Franchisees can also participate in Call Forwarding, an optional program that allows hotel staff to transfer local callers to our highly skilled sales reps who effectively deliver quality reservations services. Call Forwarding allows hotel staff to concentrate on delivering exceptional service to in-house guests while we manage their reservation inquiries.
Global Distribution Systems (GDS)
Few can match the size and scale of the Choice Hotels® distribution platform, encompassing all Choice Hotels reservations channels. Choice Hotels continues to drive more reservations through our central channels (ChoiceHotels.com and 800.4CHOICE), deliver premium ADRs, automate rates & inventory, drive qualified online traffic and provide your hotel a competitive selling advantage. By capitalizing on these platforms, Choice Hotels is continually working to provide consumers with the ability to book Choice Hotels brand properties through the channels that fit their lifestyle and booking preferences. We prove this to franchisees by continuing to grow CRS Contribution.
Internet Distribution Systems
We have an extensive online distribution network, reaching thousands of Internet travel websites. Our relationships with leading third-party Internet travel websites like Booking.com, Expedia, hotels.com, Orbitz and Travelocity are among the most competitive in the industry, providing you with a unique advantage and reduced costs. Our agreements also ensure our hotels receive priority positioning, and all reservations are automated through our Central Reservation System.
Mobile Applications & Technology
As customers increasingly engage with hospitality brands on mobile platforms, Choice Hotels continually innovates to capitalize on this growth and deliver revenue to franchisees. A leader in hospitality, Choice Hotels launched the hotel industry’s first global iPhone app, which has been downloaded more than one million times. Choice Hotels also offers a native app for Android and a mobile website with guest-friendly features like GPS-based search functionality, hotel photos and amenities, and a simple, intuitive booking process. In 2012, we further enhanced our mobile platforms by also launching our first iPad app and providing consumers with more robust mobile maps and enhanced mobile content. In 2013, our user-friendly mobile site received more than 55 million visitors while our mobile applications for Apple®, Android®, and Google® smartphones and tablet devices received award-winning customer satisfaction ratings.*
*Source: Foresee Mobile Satisfaction Index: Travel Edition – March 2013.