Red Roof Inn’s NA contact center continues to grow

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Red Roof Inn returns to Springfield – North America Contact Center

The location of a new 7,000 square foot facility at 1650 Upper Valley Pike for Red Roof Inn was made in December of 2008, with the intention to hire more than 30 full-time and 20 part-time employees.  When Red Roof Inn was previously owned by Accor, the company closed operated then closed a similar facility at the same location at the end of 2007.  It spent about $500,000 on renovations on the facility, including a telephone system for in-bound calls, wiring, back-up power and office furniture.

Operations – rapid growth in calls and employees

The Contact Center handles customer phone and email contact, including not only reservations (the largest part of the business) for the entire chain, but also group reservations, guest relations, and the loyalty program (RediCard).  It is currently handling between 700,000 and 800,000 calls per year.  It operates from 6 am to 3 am in the early morning and currently has about 100 people employed, representing a significant expansion in 2009 of the initial estimates.  The management team consists of 5 senior agents, 5 supervisors, 1 staffing manager, 1 training manager, and a Center Director.    

WorkPlus coordinates recruitment open house – 600 resumes for 50 positions

When Red Roof Inn came here, the Employer Services division of the WorkPlus one-stop center arranged for the company to have an open house and promoted it throughout the region.  The response was “overwhelming” according to Director of Contact Center Operations Don Weller—the company was able to get 600 resumes for 50 positions.  Weller feels today that they “couldn’t have picked a better location.”  He also notes that the company “didn’t spend a dollar on advertising.”  Also worthy of note was the fact that Barbara Carpenter from WorkPlus worked hand-in-hand with not only the local facility but also with HR corporate in Columbus, OH.  The company is also not only satisfied with the numbers but the quality.

Company receives a $50k+ tax credit from the State of Ohio

Red Roof Inn was awarded a 35 percent job creation tax credit for a five-year term for its expansion. The value of the tax credit is estimated at $54,000 over the term, and the company is required to maintain operations at the project site for 10 years.  We at the Chamber/CIC assisted the company obtain this credit.  For more information, see http://bit.ly/sejctc.

Red Roof Inn – 350 hotels

Red Roof® is a leader in the economy hotel market with both franchise and corporate-owned properties, serving millions of guests each year.  The company and its hotels are known for a warm and welcoming spirit, along with higher-end amenities at an economy price.  With coast-to-coast locations, Red Roof features Smart-by-Design®, value-added amenities that are simple and economical, yet meet the needs of Red Roof’s most frequent guests.  Red Roof recently unveiled its All-Inclusive King Room, offering guests an enhanced communication package with other top-flight room amenities.  The Columbus, Ohio-based company has more than 4,500 employees. 

Corporate investment over $250 million

Red Roof Inn recently invested $250 million in property renovations.  In addition, they are currently converting their PMS (property management system) in a move that could increase call volume at the Springfield center by another 500,000. 

>> Dayton Business Journal article on announcement (12/8/2008)

>> Dayton Business Journal article on opening (2/2/2009)

>> Springfield News-Sun article on open house (12/16/2008)

>> WorkPlus services

>> Ohio Job Creation Tax Credit

>> ODOD Press Release for JCTC