Service
Reservations & Booking Support
A booking inquiry that sits unanswered for six hours is usually a booking that went somewhere else. We staff the reservations desk across phone, email and the channels your inventory sits on — taking direct bookings, handling changes and cancellations, and keeping rates and availability straight between your property system and the OTAs.
What the team handles
Reservations & Booking Support
- Inbound reservation inquiries and direct bookings by phone, email and chat
- Amendments, date changes, upgrades and cancellations against your policy
- OTA and channel-manager message handling
- Rate, availability and inventory updates in your property or booking system
- Group, extended-stay and corporate booking requests
- Pre-arrival confirmations, guest requests and post-stay follow-up
We confirm scope with you during the design stage and write it into the operating plan before the team goes live.
Measurement
Metrics usually agreed for this service
We set targets with you before launch. These are the measures the conversation usually starts from — the numbers attached to them are yours to define.
- 01
Speed of answer on reservation calls
Target set per client
- 02
Inquiry-to-booking conversion
Target set per client
- 03
Booking accuracy and amendment error rate
Target set per client
- 04
Response time on OTA messages
Target set per client
- 05
Abandoned call rate during peak hours
Target set per client
Reporting cadence, escalation thresholds and the review meeting rhythm are agreed alongside the targets themselves.
Before you commit
Practical questions about reservations & booking support
The questions buyers ask once the brochure stage is over.
- Can your team work in our property system and channel manager?
- Yes, with the access you grant. The team trains on your system rather than asking you to move. Tell us which properties and rate plans they're allowed to touch and that goes into the operating plan before launch.
- Will the team be taking payments?
- Only if you want them to, and only inside your payment flow — card details never get handled outside it. Plenty of properties keep the team on booking and hand payment to a link or the front desk. It's a decision we make with you rather than leave assumed.
- Our volume triples in summer. Does that work?
- That's normal for lodging, and it's a scheduling problem rather than a reason to overstaff the whole year. We size the standing team to your shoulder season and plan the peak uplift ahead of the calendar — the same way our seasonal teams run.
- Can the team upsell rooms and extras?
- Yes, inside rules you write — room upgrades, late checkout, packages, direct-booking incentives when a guest calls having seen an OTA rate. What we won't do is push extras at a guest calling to fix a problem with a stay. That fails the quality review regardless of what it did for the average booking value.
Where it fits
Sectors that most often run reservations & booking support as part of a dedicated team
Next step
Talk through reservations & booking support for your business.
Bring your current volume, your tools and your response targets. We'll tell you what a workable team looks like — including when that's a smaller one than you expected.