For hotel, resort, and portfolio teams outsourcing central reservations and guest support. Our professional and friendly hospitality-trained agents handle booking inquiries, reservations, changes, and cancellations in approved CRS or PMS workflows, with full-time, after-hours, or reservations overflow coverage.
No long-term contract or implementation fees required to start a pilot program.
Trusted by hospitality brands including
Industry services
Extend your property or portfolio team with booking inquiries, central reservations, and guest-service programs. Agents follow your approved rates, policies, systems, and routing, with full-time, overflow, or after-hours coverage.
Add trained capacity for booking inquiries and new reservations when your hotel team is busy or off duty. Coverage can include evenings, weekends, holidays, or 24/7 service.
Handle bookings, modifications, and cancellations across a portfolio while preserving property-specific rates and policies.
Support your guests with approved pre-arrival and in-stay information, amenity questions, and guest requests, with routing to property staff when needed.
Recommend approved room upgrades, packages, and add-ons that support ADR, RevPAR, and total booking value.
Enroll eligible callers and help members with approved rewards, redemption, account, and tier questions.
Client success story
The portfolio reported 2× monthly year-over-year reservations and a 4% occupancy increase.
2x
Reported monthly year-over-year reservations
4%
Reported occupancy increase
50%
Reported front-desk calls metric
Revenue impact
28%
benchmark unanswered-call rate during peak demand
Source: Invoca Hospitality Conversation Intelligence Benchmark
Build a transparent planning range using your own reservation-call volume, unanswered rate, booking intent, conversion, and average booking value.
Estimate Missed Booking RevenueAction through technology
Every Customer Direct program includes Happitu, our proprietary AI platform for conversation intelligence and Auto-QA. Configured around your reservation operation, it surfaces guest needs, booking friction, portfolio trends, and coaching opportunities. These insights go beyond what even the best-trained agents can report on their own.
Classify call reasons, sentiment, and booking outcomes to show why guests contact you and where reservations break down.
Top Contact Reasons
Rate confusion
Most common on mobile-package inquiries
Surface recurring rate, policy, booking, and website friction across properties using evidence from guest conversations.
Friction signals
Cross-property trends
Signals detected
186
Properties flagged
4/12
Downtown
Rate questions · 38 mentions
Airport
Booking engine · 24 mentions
Waterfront
Cancellation policy · 17 mentions
Auto-QA evaluates every eligible call against your approved reservation and service standards. Customer Direct uses the results to identify gaps, coach agents, and track improvement.
Team performance
Reservation quality overview
Quality score
↑ 3.8 points
Compared with prior period
Coaching focus
Upsell discovery
Customer Direct
Books, modifies, and cancels reservations during the call.
Message-Taking Answering Service
Captures details for follow-up by property staff.
Customer Direct
Works directly in the CRS or PMS using live rates and availability.
Message-Taking Answering Service
Takes a message without completing the transaction.
Customer Direct
Explains room options, handles objections, and recommends approved upgrades.
Message-Taking Answering Service
Follows an intake script and routes the request.
Customer Direct
Applies property-specific policies within shared brand standards.
Message-Taking Answering Service
Depends on each property to resolve the request later.
Customer Direct
Includes Happitu insight and Auto-QA configured around booking performance.
Message-Taking Answering Service
Reports primarily on calls and messages.
Engagement models
Choose focused coverage or a fully managed operation, then expand after workflows and performance meet agreed expectations.
Outsource booking, modification, and cancellation calls across participating properties to one hospitality-trained team.
Add reservation capacity when call volume exceeds what property or portfolio teams can answer.
Extend reservation coverage across evenings, weekends, holidays, and overnight hours.
Start with selected properties, call types, or coverage periods, then expand after agreed targets are met.
See how Customer Direct designs workflows, systems, staffing, training, quality monitoring, and continuous improvement around your operation.
Explore Our ProcessWith approved access and program-specific training, agents can use Access/Windsurf, Cloudbeds, and SynXis by Sabre to check availability, quote approved rates, and manage reservations. Confirm your system and workflow requirements during consultation.
Customer Direct uses program-specific access and data-handling controls for guest and payment information.
Discuss your properties, call volumes, booking and guest-support workflows, approved systems, and coverage needs. Pricing depends on volume, system complexity, and coverage model; scope a property-specific program or reservations pilot with our team.
Customer Direct can operate as your Central Reservations Office (CRO), handling inbound booking calls, modifications, cancellations, and guest inquiries according to your brand and operating guidelines.
Customer Direct supports independent properties, boutique collections, and large multi-property management groups. Calls follow the appropriate property-specific workflows, rates, and policies.
Agents can work directly in your approved CRS, PMS, or CRM to check availability, complete bookings, and update guest records in real time.
Customer Direct can support your existing operation with overflow, after-hours, or dedicated coverage based on your call volume and operating model.
Agents can enroll eligible callers during the booking conversation and help members with rewards questions, points redemptions, and tier servicing.
Customer Direct provides 24/7/365 coverage. Route calls full-time or use agreed rules for after-hours, weekend, and holiday traffic.
Agents can view live availability, quote dynamic rates, explain room options, recommend approved add-ons, and complete bookings during the call.
Customer Direct maintains English- and Spanish-speaking agent teams to serve diverse markets.
Overflow routing can transfer calls when your lines are busy or unanswered after a set number of rings, adding reservation capacity during events, holidays, and peak periods.
Reservation data is updated directly in your CRS or PMS. Guest requests, message logs, and program reports can be delivered through agreed channels, including email, a portal, or available API integrations.
Pricing is based on estimated call volume, system complexity, and the coverage model, including dedicated CRO staffing or shared and overflow coverage. Contact our team for a property-specific proposal.
Talk to Our Team