24X7 Hotel Reservations Call Center, Telephone operator & Retention Expert

Who is better positioned to make a sale?

A multi-tasking receptionist or a dedicated reservations call centre rep!

"Did you know that 67% of callers who can't reach a real person hang up the phone out of frustration? And 34% of those who hang-up do not call back?
  • The entire hospitality industry revolves around one thing- guest satisfaction! From the time guest steps in the door, everyone and everything they come across is planned with the intention of making the guest feel welcomed and pampered. It is great to have a busy front desk because that implies your business is doing well. However, if you are not adequately staffed at the reception, while your staff is occupied attending to the current guests in the hotel and are unable to answer the phones in a timely manner, chances are that you are losing potential business from your prospective guests who will be steered towards your competition. When your business hinges on round the clock customer service, unanswered phones from guests- current or prospective, can be detrimental to your success.

With us, inferior customer care checks out, superior customer experience checks in!

Partnering with us makes sure that you are able to give dedicated in-person attention to your current guess and unparalleled support to your prospective customers. We have a team of highly skilled reservation experts and professionally trained voice customer service representatives who are available 24x7x365 to answer all your incoming calls promptly and courteously and provide assistance to your guests. Our objective is to convert more calls to confirmed bookings and maximize revenues through up sell and cross sell while improving overall guest satisfaction, something your multi-tasking staff can't always concentrate on and can find overwhelming among other duties they handle.

Our advantage is that we can easily tailor our services to meet the unique needs of your property that larger call centers don't always accommodate.

Our value proposition is simple- we will be a revenue source and not an expense for you! We will generate more than enough revenue that not only pays for our services but will also add incremental revenue to your top line. We have various flexible payment plans that include pay per conversion so you pay us only when we perform.

What we do for you

24x7 Reservations & Information

  • Integrating with your online booking system, our reservation experts can change or cancel existing reservations, make new reservation
s for future guests and can even process payments over the phone.
  • Respond to any inquiries about your hotel's location, directions, features, amenities, area attractions, rooms etc.
  • Responsible for maximizing room occupancy and average room rate through up-selling
  • Inform the guests about the availability, rates and benefits of different package plans

  • Determine room rates based on the selling tactics of the hotel
  • Educate the guests about the hotel's cancellation policy, guaranteed reservations and no-shows
  • Process reservations, prepare letters of confirmation and communicate it to the relevant departments

24X7 Hotel Telephone Operator

  • Answers incoming calls
 & directs call to guest rooms, staff, or departments through the switchboard or PBX system
.
  • Take room service & maintenance requests & convey the message to your team via phone, text, pager, or email.
  • Follow-up calls can also be made to make sure that the guest was satisfied with the services rendered.
  • Receive messages for the guests and deliver the same to them.
  • Log all wake-up call requests and performs wake-up call services.
  • Provides directory services for guests.

Retentions- Prevent Cancellations

  • Team of retention specialists who are adept at preventing booking cancellations
  • Communicate effectively with guests who call to cancel a reservation and identify the reason behind their cancellation 
request.
  • Try to resolve customer complaints/concerns, if any, through active listening, empathy and professionalism 

  • Try to positively position the benefits and value of sticking with the current reservation with your hotel against any competitive offerings your guests may be considering
  • Align your hotel’s features, amenities and pricing to the needs and interests of the customers to overcome their objections and make sure that they do not cancel the reservation. 

  • Exercise sound judgment on how to retain customers in a way that is both in the customers’ and in your hotel’s interest. If need be, offer them the right incentives to retain.

Our Advantage

  • Every call answered in a structured way with the aim of maximizing rate and converting more calls to bookings.
  • Flexible payment plans to suit your specific business needs including performance based pay per booking.
  • Experienced professionals from hospitality background to answer your calls.
  • Strict quality audits to review operators' performance regularly and to ensure that protocol set forth by you is being adhered to and SLAs are being met.
  • Comprehensive reporting. All calls are recorded and are easily accessible by you.
  • Multilingual support available in most of the major European and Asian languages.
  • Training that is designed to make sure that our agents have extensive knowledge about your hotel and are able to offer the same experience to your guests as they'd get talking to you. Learn more about how we train.

Benefits To You

  • Convert more calls to confirmed bookings.
  • Close bookings at a higher average daily rate.
  • Maximize room revenue through upsell and cross sell.
  • Project a polished and professional image of your hotel, setting the stage for better ratings on review sites like TripAdvisor.
  • Reduce overall expenses by doing away with the need of recruiting, training and maintaining additional in-house staff and by trimming after-hours personnel.
  • Get more direct bookings and save on hefty OTA commissions.
  • Earn higher net operating income.
  • Give your current guests the undivided in-person attention they deserve and excellent support to prospective customers.
  • Let your in-house team focus productively on core tasks that are essential to your hotel’s success without being distracted by constantly ringing phone.