“What I love about Revinate Reservation Sales is everything is right there — every call, every guest detail, every insight. It’s perfect for tracking progress and giving me the data I need to coach the team.”
Netta Avaraham-Katz, Reservation Manager, Mainsail Lodging & Development
About Mainsail Lodging & Development
Mainsail Lodging & Development is a Florida-based hospitality group that operates a collection of distinctive independent and Marriott-branded 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. Their agents aren’t just answering calls; they’re representing the brand’s voice and bringing firsthand property knowledge to every conversation. With a deep passion for the guest experience and a strong sense of ownership, the team is committed to delivering high-touch service that drives direct revenue and builds lasting guest relationships.
Mainsail Lodging & Development’s challenge
To grow direct revenue and create a more impactful guest experience, Mainsail Lodging & Development set out to transform its reservations team into confident, proactive sellers with the best technology to support their efforts. 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. Hitting an ambitious revenue milestone meant going beyond traditional order-taking and empowering agents to build real connections, uncover needs, and close more bookings through both inbound and outbound calls.
How Reservation Sales boosted revenue and guest loyalty
To meet their revenue goals and elevate the performance of their reservations team, Mainsail Lodging & Development implemented Reservation Sales to bring structure, reporting, and real-time coa