2026 Hospitality Benchmark Report: The voice channel playbook | a Revinate webinar

Episode notes

In this webinar episode of Hotel Moment, Bailey Yeats, Marketing Manager at Revinate, sits down with Amanda Wasco Brown, Director of Revenue at Old Edwards Hospitality Group, for the third and final session of the 2026 Benchmark Report Leadership Series. The focus: the voice channel, and specifically what the data from 4.3 million phone calls analyzed globally in 2025 reveals about where reservations teams are winning, where they are losing revenue they do not know they are losing, and how to close the gap. Amanda brings 14 years at Old Edwards — eight of them in reservations — and a holistic operation that most properties would not attempt: seven agents handling rooms, dining, spa, and golf across four hotels, three golf courses, and multiple event and dining venues. Her experience makes every benchmark number land with operational weight. What you'll learn: ● Inbound call volume is a staffing and revenue planning tool: In peak months — June, July, August, and October through December — the benchmark sits at three inbound lead calls per room per month. For a 100-room hotel, that is 300 high-intent calls during the busiest period of the year.