Call Center
Guest experience
A hotel call center is an outsourced customer service department that manages guest communications via phone, email, chat, or social media. It's designed to improve the customer experience , increase direct booking conversions, and offer professional support at every stage of the guest journey (before, during, and after their stay).
This service can be active 24/7 and in multiple languages, making it a key ally for hotels looking to offer continuous, professional, multi-channel service without having to expand their internal team.
Advantages
24/7 support without the need to hire in-house staff: Your hotel continues to offer support even outside of regular business hours.
Reduction in dropped calls: Every call is answered, improving conversion and customer satisfaction.
Increased direct bookings: Agents are trained to convert calls into bookings, reducing dependence on OTAs.
Professional multilingual support: Ideal for attracting and retaining international customers.
Improved guest experience: Quick and professional responses build trust before and during the stay.
Centralized management for hotel groups: All hotels in the group can centralize their attention in a single team.
Increased productivity of internal staff: Your team can focus on daily operations without constant interruptions.
Collecting feedback and conducting post-stay surveys: Improves service quality and online reputation.
Greater control and traceability: All conversations are recorded, allowing for audits and service improvements.
Reduced operating costs: Save on hiring, training, and technology infrastructure.
Features
Receiving incoming calls : Personalized attention to potential and current clients.
Reservation and cancellation management : Ability to confirm, modify or cancel reservations in real time.
Multi-channel support (phone, email, chat, WhatsApp) : Support across all channels where guests interact.
Multilingual support : Essential for hotels with international clientele.
Specific training in hospitality : Agents trained in the language, treatment and processes of the hotel sector.
Integration with PMS and booking engine : Allows you to check availability, rates, and modify data without errors.
Activity and analytics reports : Detailed reports on calls, response times, conversions, etc.
Customized service protocols : Adaptation of the script and procedures to each hotel or chain.
Complaint and claim management : Empathetic, professional attention with follow-up until resolution.
Outbound call campaigns : For booking confirmation, upselling, loyalty, or satisfaction surveys.
