Customer Direct is a trusted hospitality call center providing centralized reservations and guest services for hotel brands focused on conversion, consistency, and exceptional guest experiences. As a specialized hospitality outsourcing partner, we handle inbound calls, overflow support, and guest communications, so your front desk team can stay focused on on-property service. Our hosptiality agents have expertise in the leading Hospitalty platforms, including SynXis Voice Agent, Access SHR (Windsurfer) CRS and Cloudbeds.
Our human-first hospitality outsourcing model, enhanced by AI conversational analytics, is designed to increase conversion rates, improve ADR, and strengthen brand loyalty.
Our hospitality call center agents follow a proven, sales-driven reservation process designed to increase conversion rates by 5–10 percentage points.
Every missed front-desk call represents potential lost revenue. Our hospitality outsourcing team ensures every call is answered, while AI conversational analytics uncover why bookings don’t conver, such as rate concerns, room availability, or amenity question, providing actionable insights to drive smarter revenue and operational decisions.
Hotelier impact: Higher conversion, improved ADR over time, reduced booking leakage.
Through AI-powered call transcription, summaries, and intent categorization, our hospitality call center gives you a complete understanding of why guests are calling.
Trend analysis identifies recurring issues across properties, such as rate confusion, policy friction, or website usability challenges. Unfiltered guest conversations reveal insights beyond traditional surveys.
Hotelier impact: Better decisions driven by real guest conversations, not assumptions.
We understand that hospitality outsourcing requires trust. That’s why we operate as a seamless extension of your internal team, taking the time to fully learn your brand, properties, and service standards.
With more than 25 years of hospitality experience and bilingual agents averaging 5+ years of tenure, among the best in the industry, we ensure smooth onboarding, effortless transitions, and fully accessible daily operations.
Hotelier impact: A seamless, on-brand experience for every guest.
Our hospitality call center combines experienced agents with advanced AI conversational analytics to capture, analyze, and report on every guest interaction.
This powerful blend delivers deep insight into guest preferences, behaviors, and expectations, allowing you to make smarter, data-driven decisions.
Hotelier impact: Deeper insights and better data-driven decisions
Our hospitality call center provides cross-department insights that can be shared with operations, revenue management, digital, and marketing teams.
Identify emerging issues before they appear in reviews or social media, and measure how pricing, policy, or operational changes impact guest sentiment.
Hotelier impact: Faster issue resolution and more agile hotel operations.
We record, analyze, and evaluate 100% of guest interactions—not just a sample, using AI conversational analytics. Every call is reviewed for quality, brand alignment, and guest sentiment.
Data is analyzed by brand and property to ensure consistent guest experiences across all locations.
Hotelier impact: Reliable brand consistency across your entire portfolio.
Our hospitality outsourcing services include AI sentiment analysis to identify which guest interactions end satisfied, neutral, or frustrated. Root-cause analysis reveals where processes, policies, or handoffs break down.
Hotelier impact:Higher CSAT, fewer negative reviews, stronger guest loyalty.
Providing central reservations for hotels, resorts, and vacation rental properties.
The perception of your brand is impacted by your guests’ experiences. Let’s turn those guests into brand advocates today.
Start a new program, and we’ll support it with new member enrollment, membership rewards, and member support.
Our customer care specialists have the skills to tailor our sales process around your unique marketing program.
Gain customer insights with custom phone surveys.
From the first ring to confirmed reservations, Customer Direct delivers a complete call capture and guest engagement experience. Our hospitality specialists respond in real time, answering questions, overcoming objections, and guiding conversations toward booking.
No opportunity is missed. Along the way, we collect valuable guest profile data to support your marketing efforts and convert more inquiries into booked stays.
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