With direct reservations an essential part of any hospitality business, it is essential for operators to have a clear and concise plan for managing inquiries. Amid rising demand and the importance of delivering exceptional customer experience, many firms are increasingly recognizing the benefits of incorporating a hospitality contact center or outsource staff into their reservations strategy. These include:
Modern hospitality is a relentless beast that requires in-house staff to have the time and space to deliver top-notch service around the clock. It is hard enough dealing with the myriad of on-the-ground issues with a smile on their face without being forced to answer booking inquiries and reservations that arrive via phone, email or online systems. Unless they are experts at multitasking, the risk of missing reservations or failing to capitalize on upselling opportunities is just too great. By outsourcing reservations, businesses can rest easy knowing that incoming calls will not go unanswered no matter how busy the lobby is and dedicated offshore staff have a vested interest in putting their best customer service foot forward.
Hotels and restaurants can be frantic environments, with in-house employees familiar with the seemingly nonstop cacophony of ringing phones, guest complaints, urgent issues and demanding diners. Amid all that movement and color, it can be difficult to find time to develop innovative products or explore opportunities to upsell or cross-sell services. Hospitality outsourcing is a proven way to ease that pressure and ensure front desk staff can think proactively instead of being forced to forever respond to customer needs. Word of mouth remains one of the best marketing tools for hospitality operators and offering leading customer experience is a tried and tested way to ensure customers will become champions for your business.
While major chains may have the resources to handle reservations or inquiries no matter the time of day or night, that is not always the case for smaller operators. Offering 24/7 access to reservations can be a costly exercise, which is why so many businesses are grateful for the chance to partner with quality outsourcing providers. Between complementary time zones and reduced labor costs, offshore reservations teams put around-the-clock support within reach of every organization. The international flavor of hotel guests also means operators relish the chance to tap into the multilingual and multicultural support offered by many outsourcing providers.
Few sectors are impacted more by seasonal fluctuations than hospitality. Between school vacations, public holidays and peak seasons (e.g. ski slopes in winter, beaches in summer), there is a risk of severely impacting front-desk staff when reservations ramp up or down quickly. Then there is the potential of being ill-equipped to handle booking inquiries due to staff sickness or facing costly payouts if demand drops and less employees are needed. Outsourcing reservations offers businesses the flexibility to increase or decrease staff numbers not only at short notice but in a cost-effective manner. Business continuity is crucial to any organization’s success, particularly when failing to meet demand can result in bookings – and revenue – going elsewhere.
Outsourcing has many appealing features but cost-effectiveness is top of the list for many organizations. At a time when rising wages are putting increasing pressure on employers, the ability to partner with outsourcing providers based in destinations with a lower cost of living is extremely attractive. For example, the Philippines has earned a reputation for being home to a highly educated and professional workforce that can save onshore businesses up to 70% on labor and associated costs. The hospitality sector is renowned for operating on tight financial margins so little wonder many operators are drawn to outsourced reservations as a way to reduce costs without sacrificing quality service.
The world of reservations has changed significantly in the past decade or so but one thing that will never change is that a missed booking is a missed opportunity. Outsourcing reservations gives operators the confidence to know the right people and systems are in place to maximize bookings, upsell or cross-sell products, navigate customer queries and positively impact revenues. Crucially, it also means in-house staff can sidestep some of the mundane and time-consuming aspects of reservations and instead focus on ensuring guests and diners have a great experience. It really is a team effort and given the expected rise in demand in 2023, that is more important than ever.