Case Study: Old Edwards Inn & Spa achieves $23,000 in recovered revenue with Navis RezForce

The Cost of Front Desk Rollovers and Missed Opportunities at Old Edwards Inn & Spa

Old Edwards Inn and Spa, a Relais & Chateaux property in North Carolina, was losing bookings when reservation calls rolled over to the front desk because staff were multitasking, abandonment was high, and front-desk agents were not sales-focused. Navis was engaged to address these challenges using its RezForce call‑center solution to capture reservations calls and reduce rollovers.

Navis routed calls to dedicated, PCI‑compliant RezForce agents, driving higher answer and conversion rates: in a 300‑call sample 115 calls (38%) went unanswered at the front desk, front‑desk conversion was 27% versus a reservations team 62%, and the property booked $8,700 with the front desk versus an estimated $11,677 if handled by reservations. Navis estimates that answering the missed calls would have generated over $23,000, and that each front‑desk call cost the property $90 (totaling an estimated $154,260 in lost revenue).

Old Edwards Inn and Spa