“What I love about Revinate Reservation Sales is everything is right there — every call, every guest detail, every insight. It is perfect for tracking my team’s progress and providing me with the information I need to coach them.“
Netta Avaraham-Katz, Reservation Manager, Mainsail Lodging & Development
About Mainsail Lodging & Development
Mainsail Lodging & Development Florida-based hospitality company that manages a variety of Marriott-branded and independent properties. Unlike many hotel groups, Mainsail runs its own in-house reservations team and internal booking system — meaning the expectations for service and sales performance are especially high. They aren’t simply answering the phone; they represent the brand and bring firsthand knowledge of properties to every conversation. Team members are driven by a passion for the guest’s experience and have a strong sense ownership. They strive to deliver high-touch customer service that will drive direct revenue as well as build lasting relationships with guests.
Mainsail Lodging & Development’s challenge
To create a guest experience that is more memorable and impactful, Mainsail Lodging & Development The company set out to turn its reservations staff into confident, proactive salespeople with the latest technology to back them up. With many of their properties operating under the Marriott flag, where guests often default to booking online, the voice channel had to deliver something more — a personalized, high-touch experience that would make calling in the preferred option. In order to reach a revenue milestone, it was necessary to move beyond traditional order taking and empower agents to create real connections, uncover customer needs, and make more bookings via both inbound as well as outbound calls.
How Reservation Sales increased revenue and guest loyalty
To meet their revenue goals and elevate the performance of their reservations team, Mainsail Lodging & Development implemented Reservation Sales They can bring structure, real-time coaching, and reporting into their everyday operations. The platform gives them the tools they need for tracking performance, optimizing call handling and creating a consistent, scaleable training experience. “It gives me everything I need to coach in real time, recognize wins, and help the team grow — all in one place,” said Netta Avaraham-Katz, Reservation Manager at Mainsail.
Staffing is another of the greatest challenges managers face. Netta, with its detailed reports on call volumes and historical trends can confidently make data driven decisions about scheduling. This will ensure the right coverage is provided at the right time. The platform gives you the insight to staff efficiently, without sacrificing quality.
Revinate’s assistance didn’t cease after the solution was implemented. Revinate Education’s team visited the site for a training session in January 2025. That was more than 5 year after the brand first began using the product. They wanted to help the agents reset, refocus, reenergize, and reenergize before the busy season. The session was not only a way to reinforce best practices, but also introduce new tactics that keep the team motivated and engaged on every call. Netta says: “It was a fantastic boost before our peak seasons, so we decided to bring back the Revinate Team every January.”
Reservation Sales: How they helped the team achieve sales records
The following are some alternatives to the word “Advantage” Reservation Sales in place, Mainsail Lodging & Development saw measurable improvements across performance, revenue, and team engagement. Just weeks after receiving in-person refresher training, the reservations department had a record-breaking February. The team generated over $1 million in revenue while exceeding their sales target by $80,000. The bookings were increased, the agents’ confidence grew, and their conversations became more strategic. Real-time reports and QA tools provided leadership with clear visibility on performance. This enabled them to make smarter decisions about staffing and provide targeted coaching. The team was able to embrace their role as revenue generators, creating a superior experience that encouraged guests to call in and book directly.
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