Guest Services

How do you engage your guests before they step on property? What is the guest experience like compared to your competition? Answering inbound phone calls in a timely manner and facilitating the guests requests helps create a 5-star guest experience. Guest Service programs customized to your brand and to fit your properties needs.

Guest Services Optimization & Training

Is Your Team Providing the Most Exceptional Guest Experience?

Discover Areas of Emphasis and Optimize Your Guest Services Programs with Our Discovery & Review Solutions

Casino properties often experience high and unpredictable call volumes, usually just after the marketing mailer drops with little advance warning. If you aren’t fully optimized and prepared for high call volumes, you may be losing business. Our Guest Services Optimization and Training program teaches your team how to provide the best guest experience possible, and ultimately, more revenue for your property.

Guest Services Optimization Solutions:

Does you Guest Service Phone Program need some work? Not sure where to start? Our Guest Service Discovery & Review Program evaluates your current program and helps you outline and prioritize the areas to focus on. We customize and personalize the process to maximize the guest experience.

When guests call your property to reserve a hotel room or ask about a casino promotion, can your team handle any question your guests may have? Does your team “pass the puck” by transferring the call to the rewards center or to a Host? Our Guest Services Phone Training Program teaches your team to handle objections, answer questions, conduct calls with proper phone etiquette, and provide an overall excellent customer experience.

Our Guest Services Programs can be customized to fit your needs and personalized to create a 5-Star Guest experience. No matter what your team needs to be trained for, we have the experience and flexibility to provide a meaningful optimization experience.

Guest Services Overflow Calling Programs

Does Your Team Experience High and Unpredictable Call Volumes?

Let Our Guest Services Overflow Team Help You Handle More Calls and Give Your Guests a 5-Star Experience

Are you losing business because your inbound guest services team has more than they can handle? When you’re occupied with staffing challenges, sick time, PTO, or an increased volume in calls, hold times increase and the guest experience suffers. Our Guest Service Overflow Programs provide an extension to your guest services team and allow you to handle high volume calls.

Outsourced Guest Services Programs:

Unsure if your guest services team is optimized? Not sure where to start? Our Guest Service Discovery & Review Program will help you evaluate your current program and help you outline and prioritize the areas to focus on.

When you send out your monthly mailers or have an irresistible promotion running, you’re likely to get a larger than normal response for several days. Having a flexible budget or staffing schedule might not be a feasible plan. We can help. Our Guest Service Overflow Solutions allow our team of expert callers to become a seamless extension of your team. Our team is trained to understand the function, culture, and principles of your property. We help handle inbound calls to make sure your secure the maximum number of reservations, RSVPs. or Casino offers possible.

Our Guest Services Programs can be customized to fit your needs and personalized to create a 5-Star Guest experience. No matter what the subject of a call, if you need help answering calls, our inbound team can be trained to provide excellent guest services.

Ready to improve your Guest Services Program?

Contact Us

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