Hospitality-trained agents manage reservations and guest support directly in your CRS or PMS. Coverage is available full-time, after hours, or when call volume spikes.
No long-term contract required to start a pilot program.
Trusted by hospitality brands including
From the first reservation inquiry to loyalty and guest-service support, Customer Direct's hospitality-trained agents work inside your approved systems to deliver accurate, brand-aligned service at every stage.
Capture reservation demand after hours and during volume spikes instead of sending ready-to-book guests to voicemail.
We handle bookings, modifications, and cancellations across your portfolio, helping maintain accurate information and consistent service across properties.
Agents recommend room upgrades that support ADR and RevPAR goals, along with relevant packages and add-ons that increase total booking value.
Give guests immediate answers to pre-arrival and in-stay questions without adding more work for the front desk.
Enroll eligible callers and help members with rewards, redemptions, and tier questions.
Revenue at risk
When reservation demand exceeds available coverage, ready-to-book callers may reach voicemail or abandon the call. That puts direct revenue at risk and sends demand to OTAs or competing properties.
client success story
Centralizing voice reservations increased reservations, improved occupancy, and reduced front desk call volume across a 130-property portfolio.
2x
Monthly year-over-year reservations
4%
Occupancy increase within 30 days at newly supported properties
50%
Reduction in front-desk call volume
Missed booking revenue
28%
benchmark unanswered-call rate during peak demand
Source: Invoca Hospitality Conversation Intelligence Benchmark
Industry benchmarks cannot answer that for your operation. Use your own call volume, unanswered-call rate, booking intent, conversion rate, and average booking value to build a transparent estimate of direct booking revenue at risk.
Calculate Missed Booking RevenueChoose the coverage your operation needs, from a full central reservations office to overflow, after-hours, or a phased launch.
Outsource booking, modification, and cancellation calls across participating properties to one team working directly in your CRS or PMS.
Add reservation capacity when call volume exceeds what your team can answer, without adding permanent headcount.
Extend reservation coverage across evenings, weekends, holidays, and overnight hours without changing your daytime operation.
Start with select properties, call types, or coverage periods, then expand after the program meets agreed performance targets.
See how Customer Direct builds and manages your reservation program. Our process covers workflow design, systems, staffing, training, and quality monitoring.
When you choose Customer Direct, you get more than hospitality-trained agents. Every program includes Happitu conversation intelligence and Auto-QA, our bespoke technology configured around your reservation operation to reveal guest needs, booking friction, portfolio trends, and coaching opportunities.
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
Books, modifies, and cancels reservations during the call
Works directly in your CRS or PMS using live rates and availability
Explains room options, handles objections, and recommends approved upgrades
Applies property-specific policies within shared brand standards
Reviews calls against program-specific scorecards and coaching standards
Reservation workflows
Books, modifies, and cancels reservations during the call
Captures details for follow-up by your team
Live rates and inventory
Works directly in your CRS or PMS using live rates and availability
Takes a message without completing the transaction
Reservation sales
Explains room options, handles objections, and recommends approved upgrades
Follows an intake script and routes the request
Portfolio consistency
Applies property-specific policies within shared brand standards
Captures information for property staff to resolve
Quality assurance
Reviews calls against program-specific scorecards and coaching standards
Reports on messages and call volume rather than booking performance
Define the coverage, approved systems, call flows, and reporting that matter to your property or portfolio, then measure the results with a hospitality-focused team.
Agents use Access/Windsurf, Cloudbeds, and SynXis by Sabre to check availability, quote approved rates, and manage reservations.
Customer Direct uses program-specific access and data-handling controls for guest and payment information.
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.
