Hospitality · How it works
From call volumesto a working desk.
Six stages. The seat count, the scripts and the way results are measured are all settled before the first call is made.
The 6 stages
What each stage produces.
The information we gather, the decisions we make with you, and what is ready at the end of each stage.
- 01
Understand the calls
The desk is sized from your call data. A seat count chosen before this stage is a guess.
What it produces
- Inbound calls per day, by property and by hour
- Average handling time
- Peak days and seasons
- Share of calls missed today
- Booking system in use
- Whether cards are taken by phone
- 02
Prepare the guest list
The age of the list and the way consent was collected decide who can be called and how many will answer.
What it produces
- List age and contact types reviewed
- Consent basis confirmed
- Do-not-call scrubbing
- Calling windows set by guest time zone
- 03
Design the offer
The survey, the reward and the return-stay offer are written with the owner, and the cost of each reward is the owner's decision.
What it produces
- Survey questions
- Points or reward schedule
- Return-stay offer and its terms
- Scripts approved by the owner
- 04
Set up attribution
Without a way to trace bookings to calls, a pilot cannot be judged. This is built before go-live.
What it produces
- Dedicated booking line
- Offer code in the booking system
- Baseline period of repeat bookings
- Weekly report template
- 05
Train the team
Agents learn the property, the system and both call flows, and pass a compliance check before live calls.
What it produces
- Hospitality basics: room types, rates, policies
- Your booking system, practised in a sandbox
- Reservations and survey call flows
- Compliance training with a pass mark
- Nesting on live calls with a supervisor
- 06
Go live and review
Inbound starts first. Outbound follows a week later, once the desk is steady.
What it produces
- Inbound live, outbound one week later
- Weekly report from the first week
- Call and booking rates measured in the first 30 days
- Seat split reviewed and adjusted
Order of work
We quote go-live as a number of weeks after we receive the guest list and system access, not as a calendar date.
Step 01
Agreement signed
Depends on: Volume review
Step 02
Guest list received
Depends on: Consent basis confirmed
Step 03
System access
Depends on: Your IT and ours
Step 04
Scripts and offer approved
Depends on: Reward schedule decided
Step 05
Baseline recorded
Depends on: Booking-system access
Step 06
Team trained
Depends on: Booking system known
Step 07
Inbound live
Depends on: All of the above
Step 08
Outbound live
Depends on: One week of inbound
Your side
What we need from your side.
Two things set the pace: the guest list with its consent details, and access to your booking system.
- 01Call volumes by property and hour, even approximate
- 02Access to your booking system
- 03Your past-guest list and how consent was collected
- 04A decision on rewards and the return-stay offer
- 05Someone to approve scripts and read the weekly report
Questions
What people ask first.
We have one small property. Is this for us?
A dedicated desk suits groups and multi-property owners, where call volume fills a seat. For a single small property, the after-hours AI line or shared overflow cover is usually the better fit.
Which booking systems do you work in?
Whichever one you run. Agents are trained on your property-management or booking system in a sandbox before they take live calls.
Are we allowed to call our past guests?
Outbound calls to consumers are regulated at federal, state and provincial level, and the rules depend on how each guest's details and consent were collected. We review the list with you, scrub it against do-not-call registries, and recommend that counsel confirms the approach before the first call. This is not legal advice.
Do your agents take card details?
We recommend starting without card capture on calls. Where payment by phone is required, the guest can enter card digits on their keypad so the number is never spoken to or seen by the agent.
How will we know the bookings came from the programme?
Outbound bookings go through a dedicated line and carry an offer code in your booking system. We record a baseline of repeat bookings before calling begins, and report weekly against it.
What hours do you cover?
Any. North American evenings, nights and weekends fall inside our working day, which is why after-hours and overflow cover is a natural fit.
Find out how many calls go unanswered.
Share your call volumes and what your front desk covers today. We will size the desk from your numbers and outline a pilot with attribution built in.