Case Study: Mohonk Mountain House drives millions in outbound revenue with Revinate

How Mohonk Mountain House uses Revinate to drive millions in outbound revenue

Mohonk Mountain House, a luxury resort in New York, needed a better way to manage the high volume of phone bookings that make up 65–70% of its reservations. Before working with Revinate, the team lacked overflow-call support, conversion insights, and call recordings for training, making it harder to improve performance and capture demand effectively.

Revinate implemented Reservation Sales and its RezForce contact center to act as an extension of the in-house reservations team, capturing lead data on unbooked calls and routing follow-up automatically. The result was stronger agent coaching, higher engagement, and an outbound program that now drives 11% of total booked revenue across channels over the past two years, with steadily increasing email capture and overall conversion rates.

Mohonk Mountain House

Elizabeth Benson

Director of Revenue Management