In the hotel business, the rules are clear and cruel: you are either always in touch, or you lose the guest and, of course, the money. The guest is unpredictable, capricious, whimsical – and has every right to be. A sudden desire to book a room in the middle of the night or to clarify a small detail on which his comfort depends is the norm of life in the hotel office 365 database business. Therefore, a hotel cannot do without a 24-hour call center.
Why does a hotel need a 24/7 call center? The answer to this mike whalen mike question sounds clear, but for the sake of order, let’s say it out loud.
The guest wants his request to be responded to immediately.
The hotel business is not built on luxurious halls and marble staircases, but on instant reactions. It is important to be there not only when checking in, but also when you first contact them. A person calls a hotel to resolve their issue without unnecessary worries – and not to hear beeps in the receiver. Let’s say a guest is looking for a room at night and calls hotels. One does not answer, the other instantly resolves the issue with the reservation and even organizes a transfer. And the choice is obvious: a cozy room will be booked exactly where it is expected around the clock.
In a hotel that values its reputation, round-the-clock support is not a luxury, but a necessity.
The call center maintains service standards
A hotel without service standards is chaos, not business. Reception staff can be busy, confused, immersed in problems on the spot – unlike call center operators, who act as a single organism. They are always on the alert to:
- confirm your booking or make changes, fax list
- book a transfer, SPA or excursion,
- smooth out conflict and find a solution (even in delicate situations with returns and complaints).
A clear standard means that any guest receives the same quality service at any time of day or night – and that is worth a lot.
A call center is more than just phone calls
Today, a phone call is almost an extreme case. Clients write in chats, send emails, click on buttons on the website and expect an immediate response. And those who book a room through an aggregator like Othello or Ostrovok often do not even know the hotel’s phone number and immediately write in the chat. And here a competent call center works quickly and smoothly, which sees everything through the CRM system and deftly responds to any messages and requests from clients.
Call center frees up employees and service becomes better
The receptionist is the face and soul of the hotel. His smile should please the guests, and not hide behind the telephone receiver, because otherwise the guests will feel superfluous. The call center frees the staff from the telephone routine and allows them to solve really important tasks:
- check in guests quickly and easily,
- resolve difficult situations personally and sensitively,
- pay special attention to regular and VIP clients.
Why a 24/7 Call Center 24/7 support takes on all the heavy communication load, making the service better and saving everyone’s nerves – both guests and employees.
A call center is not an expense, but a smart investment in the development of a hotel
He knows how to make money for you:
- the call center operator will gently and unobtrusively offer the client an upgraded room, late check-out or breakfast in the room, increasing the bill and profit,
- it is easy to offer a pleasant bonus or discount to a hesitant client, turning a refusal into a successful booking,
- It will collect data on each request to show where the hotel is losing money and what guests need most often.
By analyzing requests, the hotel gets the opportunity to develop, become closer and more understandable to the client – and ultimately grow.
Without a call center, a hotel simply cannot survive today
In a world where competition does not allow you to relax for a second, the winner is the one who understands a simple truth: a hotel is not just a house with beds, but a service that is always available and understandable to the client.
So what will a 24/7 call center ultimately give to your hotel?
- More satisfied guests and repeat visits,
- consistently high ratings on Ostrovok and other platforms,
- no overload of staff and high-quality personal service,
- increasing income through unobtrusive and pleasant offers for the client.
And finally, the main question: does your hotel already enjoy the benefits of a 24-hour call center or are you still thinking about it? Time is precious – it’s better not to think about it, but to leave a request on our website. We’ll take care of the rest – promptly and with pleasure.