Customer support outsourcing for hospitality, restaurants & travel

AssistBPO's customer support outsourcing for hospitality, restaurant and travel businesses gives your guests one desk for every message that arrives while your team is on the floor. The pre-arrival text asking about parking, the in-stay message about a noisy neighbor, the OTA question about breakfast, the post-stay email about a charge, the travel client asking whether the transfer is confirmed.

Get a staffing plan Book a 20-minute call

Get a staffing plan

A named person replies within 1 business day

A short call sizes the desk faster than email. We call only if you leave a number.

  • A named assistant proposed within 72 hours
  • A person replies, not a bot
  • Details stored only to reply. Privacy
This page Hospitality, restaurants & travel Customer support outsourcing

How does customer support work for hospitality?

One named guest messaging agent who knows your property and policies, a backup, and a team lead who scores a sample of conversations each month on the QA scorecard. Messages arrive through your PMS messaging, text line, email, website chat and the Booking.com and Expedia extranets, are logged as tickets against the reservation, and are answered from your knowledge base and the booking record. Requests that need a decision on the floor, such as a room move or a comp, are escalated to the manager on duty with the context already gathered. Post-stay billing questions are answered from the folio. Travel clients get supplier confirmations checked and changes processed. The desk works your hours and hands over an end-of-day report with open tickets and response times.

What tasks does customer support cover for hospitality, restaurant and travel businesses?

  • Answer pre-arrival, in-stay and post-stay messages from the reservation record and your knowledge base
  • Clear the Booking.com and Expedia extranet inboxes within the hour
  • Escalate room moves, comps and complaints to the manager on duty with context attached
  • Answer post-stay folio and charge questions and route disputes to accounting
  • Confirm travel supplier bookings and process client change requests
  • Handle website chat about availability, menus, policies and directions
  • Log every message as a ticket with owner, status and resolution
  • Report weekly on volume by channel, time to first response and escalations

The KPI that matters here

Time to first response by channel and the share of guest messages resolved without the manager on duty stepping in. The weekly review shows both by stay stage.

What rules does customer support 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

Customer support in other industries

Frequently asked questions

What can the desk resolve without asking the manager?

Everything in your knowledge base and the reservation record: check-in times, parking, amenities, menus, directions, reservation confirmations, policy questions, modification and cancellation requests within your rules, and supplier confirmations for travel clients. What goes to the manager on duty is anything that changes money or a guest's room: comps, refunds, room moves, overbooking and complaints about staff. Those arrive with the history gathered so the decision takes a minute.

Do you answer inside the OTA extranets or by email?

Inside the extranets. Booking.com and Expedia track response time and rate per property and show guests the result, and a reply through the extranet keeps the message in the booking record. The desk answers within the hour during your coverage, processes modification requests to your policy, and flags rate or availability questions to your revenue manager rather than changing anything without written approval.

How do you handle a guest complaint that could become a bad review?

By moving fast and in private. The agent acknowledges the issue in the guest's channel, escalates to the manager on duty with the room or table, the history and the guest's words, and follows up once the manager has acted. The conversation is logged so that if a review appears, the reply can reference what was done. Nobody offers a discount for a changed review, which keeps you inside the FTC rule.

Ask an AI assistant to summarize this page

Opens the assistant with a prefilled prompt so you can check our claims against the page yourself.

Next step

Your desk, staffed. Wherever you are.

Tell us what is overloaded. A named person replies within 1 business day with a staffing plan, and we propose your assistant within 72 hours.

Get a staffing plan Book a 20-minute call

Or call +1-657-777-0006 during US, UK or Australian business hours, or hear our demo receptionist.

  • A named assistant proposed within 72 hours
  • Employed, screened and managed staff, never freelancers
  • Your hours, your tools, your data
Call WhatsApp Staffing plan