Reservation calls are some of the most valuable calls a hotel gets, and some of the easiest to miss. The desk is checking in a line of guests, the night clerk is on a break, or nobody is there at all. A caller who reaches voicemail usually books the next hotel on the list.
Hotel reservation outsourcing puts trained reservation agents behind your phone. They answer as your hotel, quote your rates and policies, and book the stay directly in your property management system (PMS), around the clock or only when your own team can’t pick up.
What it costs to miss reservation calls
Missed calls add up quickly. Four missed reservation calls a month, at a $150 rate and a two-night stay, is about $1,200 a month in lost revenue, before counting the guests who would have come back. Our free savings calculator runs the numbers for your property.
What our reservation agents handle
- New reservations booked directly in your PMS, so the stay is confirmed while the guest is still on the phone.
- Changes and cancellations made in your system, following your policies.
- Rate and availability questions answered from your PMS, not from a script.
- Questions before booking, like parking, pets, check-in times and amenities.
- Everything else that rings: guest questions, lockouts and emergencies escalated to your on-call manager under your rules.
In-house reservations vs. outsourcing
| In-house reservation staff | Outsourced to Hotel QA | |
|---|---|---|
| Coverage | Limited to scheduled shifts | 24/7, set hours, or backup after three rings |
| Cost | Paid for every hour, busy or not | Pay for the calls we handle |
| Turnover and call-outs | Hiring, training and covering shifts fall on you | We hire, train and schedule our own agents |
| Bookings | In your PMS | In your PMS |
| Your control | Your policies | Your rates, policies and escalation rules |
How outsourcing your reservations works
- Share your property details. Room types, rates, policies and the questions guests ask most.
- We get trained in your PMS. Our team works in the systems independent hotels use. See the PMS systems we’re trained in.
- Set your routing rules. Most phone systems let you send calls to us after a set number of rings, during certain hours, or all the time.
- Go live. Reservations show up in your system, and your team picks up where we left off.
Hotel reservation outsourcing: common questions
Can I outsource reservations only when my desk is busy?
Yes. Many hotels send calls to us only when staff can’t answer within three rings, or only overnight. You set the routing rules in your phone system and can change them anytime.
Will outsourced agents book directly in my PMS?
Yes. Our agents are trained in the property management systems independent hotels use, so reservations, changes and cancellations go straight into your system.
Do I still need my own front desk staff?
Yes, for guests in person. Outsourcing covers the phone during the hours and overflow your team can’t, so your staff can focus on the guests in front of them.
Talk to our team
Find out what outsourcing your reservations would look like for your hotel: book a free consultation, try the savings calculator, or call (813) 553-4412. For a broader look at how it works, read about our hotel call center for independent hotels.