After hours answering service for hospitality, restaurants & travel

AssistBPO's after hours answering service for hospitality, restaurant and travel businesses answers the calls that arrive after the host stand closes and before the front desk opens. The guest who landed at midnight and cannot find the entrance, the family asking for a table tomorrow at 11pm, the wedding party changing headcount on a Sunday, and the travel client whose flight was canceled in another time zone.

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This page Hospitality, restaurants & travel After hours answering service

How does after-hours answering work for hospitality?

Your after-hours receptionist answers in your name, takes reservations for the next day into your platform, gives directions and access instructions from your playbook, pages the manager on duty or the on-call agent for anything on your emergency list, and captures everything else for the morning. Hotel night lines get lost-key, noise and check-in questions handled to your rules. Travel agencies get the emergency script: locate the client's itinerary, contact the supplier or airline desk where you have arranged it, and reach the on-call agent. Every call is logged with the time and the action, and a morning handover note reaches you before service. The desk is staffed by employed receptionists with a lead, not a voicemail box.

What tasks does after-hours answering cover for hospitality, restaurant and travel businesses?

  • Answer in your name after the host stand closes and before the front desk opens
  • Take next-day reservations into OpenTable, Resy or your PMS
  • Give directions, parking and access instructions from your playbook
  • Page the manager on duty or on-call agent for anything on your emergency list
  • Handle late arrivals, lost keys and noise complaints for hotels to your rules
  • Run the travel emergency script: locate the itinerary, contact the supplier, reach the on-call agent
  • Capture group changes and event questions for the morning
  • Deliver a morning handover note with every call, page and booking

The KPI that matters here

After-hours calls answered by a person within a few rings and emergency pages acknowledged within your target. Both show in the morning handover and the weekly review.

What rules does after-hours answering follow for hospitality?

  1. Guest texts and emails under TCPA and CAN-SPAM. Reservation confirmations, reminders and in-stay messages are transactional and go to the number or email the guest gave when booking. Marketing texts and emails, such as a holiday menu or a returning-guest offer, go only to guests who opted in, inside 8am to 9pm local time for texts, with an unsubscribe on every email, under the TCPA enforced by the FCC and CAN-SPAM enforced by the FTC.
  2. Deposits and card holds under PCI DSS. Large-party deposits, room holds and event deposits are collected only through the payment link or card capture in your reservation platform, PMS or POS. The assistant never takes a card number by phone, writes one down or stores one in a note, in line with PCI DSS.
  3. Service animals and allergen questions. Under the ADA, enforced by the US Department of Justice, a service animal is admitted and the desk asks only the two permitted questions. Allergen and dietary questions are passed to the kitchen in the guest's exact words and never answered from memory, because state health codes based on the FDA Food Code hold the operator responsible.
  4. Review replies under the FTC rule. No review is bought, incentivized or written by us, following the FTC's Consumer Reviews and Testimonials Rule. Replies never confirm that a named person stayed or dined, never quote a reservation detail, and move disputes to a private channel.

Hospitality software we work in

Also in use

  • OpenTable
  • Resy
  • Toast
  • Cloudbeds
  • Booking.com
  • Expedia

See all 80 tools we work in

More for hospitality, restaurant and travel businesses

Other services for hospitality

After-hours answering in other industries

Frequently asked questions

What does the after-hours desk do for a hotel?

Whatever your night audit or front desk would do by phone: confirm a late arrival and give access instructions, take a reservation for the coming days, answer directions and parking questions, log a noise or maintenance complaint and page the manager on duty when your rules require it, and capture anything else for the morning. The desk does not change rates, issue refunds or move guests; those go to the manager on duty with the room number and history.

How does the travel emergency line work?

Your emergency script decides. When a client calls about a canceled flight, a missed connection or a problem at a hotel abroad, the receptionist pulls the itinerary, contacts the supplier or airline desk you have arranged, and pages the on-call agent by text and call with the client's location, booking reference and callback number. If the agent does not acknowledge within the minutes you set, the desk tries the next name on your tree. Everything is logged with times.

Can the desk take reservations at night?

Yes, for future dates, in OpenTable, Resy or your PMS under the same rules your day desk uses. The receptionist checks live availability, books the table or room, explains the cancellation policy and sends a confirmation text. Same-night requests after the kitchen closes are answered honestly with the first available time tomorrow. Large parties and events are captured with the details and handed to the events manager in the morning note.

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