7 Reasons Hotels Outsource Call Answering Services During the Holidays
1. The Holiday Rush: Understanding the Seasonal Spike in Hotel Calls
The holiday season is a bustling time for hospitality businesses. With families traveling, businesses hosting year-end events, and festive celebrations in full swing, hotels experience a significant spike in phone calls from prospective guests.
A survey by the American Hotel & Lodging Association (AHLA) found that 37% of all Americans plan to travel with an overnight stay during the last 3 months of the year. For business travelers, the percentage who plan to travel overnight during the fourth quarter rises to 68%.
This seasonal surge includes everything from booking inquiries and reservation modifications to requests for special accommodations and last-minute arrangements. Although it can be the most demanding time of the year, the holiday travel season also represents the best opportunity for hospitality businesses to build their reputation for efficient and courteous service.
2. Benefits of Outsourcing Call Answering for Hotels
Outsourcing call answering offers several advantages to hotels, particularly during the high-pressure holiday season:
Scalability
By partnering with an experienced outsourced call answering service, hotels can quickly boost their contact center capacity to meet increased demand .
Expertise
A professional call center specializes in handling high volumes. The well-trained associates who answer calls and provide call center services are trained to manage various guest inquiries effectively, all while delivering consistently great customer service.
24/7 Coverage
Outsourcing partners offer national presence and around-the-clock support, which means guests can receive assistance at any time, even outside regular business hours, when there may not be an in-house receptionist.
3. How Outsourced Call Services Improve Hotel Operational Efficiency
Effective management of call volumes during the holiday season can greatly enhance the operational efficiency of any hospitality business:
Streamlined Workflow
Outsourcing call services can integrate seamlessly with a hotel's existing operations, providing a streamlined workflow, capturing new customer details, and reducing the risk of miscommunications. When in-house staff is limited by time zones, public holidays, or peak demand, call center services can provide a national presence, virtual inbound numbers, and many other services.
Reduced Strain on In-House Staff
By delegating call handling to an external provider, in-house staff can focus on delivering exceptional on-site guest services, thereby improving overall operational efficiency. A professional call service can provide sick leave cover, manage reservations, arrange bookings, and schedule appointments for management.
Technology Integration
Along with well-trained human assistants, many outsourcing firms use advanced technology to provide professional virtual receptionists, real-time call management, appointment booking, and call data analytics, supporting more efficient handling of reservations and inquiries.
4. Meeting High Guest Expectations: The Role of Call Answering Services
During the holidays, guest expectations are at an all-time high. Call answering services play a crucial role in meeting these expectations by:
Providing Consistent Service
Ensuring that every call is answered promptly and professionally helps maintain high service standards and enhances guest satisfaction.
Offering Personalization
Trained agents can provide personalized responses based on the hotel's signature standards and guest preferences, ensuring excellent customer service through an experience tailored for each caller.
Handling Special Requests
Outsourced services can manage special requests and unique holiday arrangements such as reservations for a tour operator or a car rental company, ensuring no detail is overlooked.
5. Cost-Effectiveness: Maximizing Resources with Outsourced Solutions
Outsourcing call answering can be a cost-effective solution for hotels, especially during peak seasons:
Avoiding Overhead Costs
Hiring temporary staff or expanding in-house teams for the holiday season involves significant costs, including recruitment, training, and fixed salaries. According to data gathered by the American Hotel & Lodging Association, hotel wages have risen since the pandemic 30% faster than wages in the general economy. Outsourcing can be a more economical alternative to adding an in-house receptionist.
Flexible Pricing Models
Many outsourcing providers offer flexible pricing models based on call volume, allowing hotels to lock in contracts and pay only for the call-answering services they need.
Reducing Long-Term Expenses
By outsourcing telephone answering, hotels can handle customer inquiries and avoid the long-term costs associated with maintaining a larger in-house team during off-peak times.
6. Choosing the Right Call Answering Service for Your Hotel
Selecting the right call answering service is critical for achieving the desired results. Here are some factors to consider:
Experience and Expertise
Look for answering service providers with a proven track record in hospitality and experience handling high call volumes during peak seasons.
Customization Options
Ensure the service can be tailored to reflect your hotel's brand and meet your specific needs, such as handling special requests, referrals to a virtual business address, or providing detailed information about amenities.
Technology and Integration
Choose a provider with advanced technology and seamless integration capabilities to ensure smooth communication between their systems and your hotel's operations.
7. Future Trends: The Evolution of Call Answering Services in Hospitality
As the hospitality industry continues to evolve, so do call answering services. Future trends to watch include:
AI and Automation
The use of artificial intelligence and automated systems to handle routine inquiries and reservations, freeing up human agents for more complex tasks.
Omni-Channel Support
Increasing integration of call services with other communication channels, such as chat and social media, supports the hotel brand and provides a more cohesive guest experience.
Enhanced Data Analytics
Leveraging data analytics to gain insights into guest preferences and call patterns, leading to more informed decision-making and improved service delivery.
The Right Partner: A Strategic Choice
Outsourcing call answering services during the holidays is a strategic move that allows hotels to manage high call volumes, enhance operational efficiency, and meet elevated guest expectations. By choosing the right service provider and staying informed about industry trends, hotels can ensure a seamless and enjoyable experience for both guests and staff. As the hospitality landscape continues to evolve, embracing innovative solutions like outsourced call services will be key to staying competitive and delivering exceptional guest experiences.
At PrimeSync we specialize in delivering customized business process outsourcing solutions tailored to optimize efficiency and drive growth for modern businesses. With a team of seasoned professionals dedicated to excellence, we offer a comprehensive range of services to streamline your operations and propel your business forward.
