Hotel call center.

Hotel, Motel, Inn, or Resort; Look to SAS for unparalleled support!

As anyone in the hospitality industry knows, the entire profession is built around guest satisfaction. So from the minute a hotel guest walks in the door, everyone and everything they encounter should be designed to make them feel at home and well cared for. A busy front desk is a great thing. It means your establishment is hopping. But if you are shorthanded or your reception staff is waiting on patrons and unable to get to the phone in a timely manner, you could be losing potential business without realizing it. When your work is dependent upon around-the-clock customer care, you need an answering service that can manage your call overflow, or even take up your phones entirely. Putting your front desk in the capable hands of Specialty’s hotel call center, you are giving your customers the best of both worlds: superior in-person attention for current guests, and excellence in telecommunications support for prospective visitors.

Front desk staff wage: about $40k. Employee turnover: from 60 to 300%. When they’re out the door before you can say room service, save yourself time and money. Call us.

SASDelivering Outstanding Customer Support

SAS is your all-in-one sales, service, and logistics solutions provider. We know that hospitality is based on prompt, courteous assistance, and that is why we work hard to present a polished image for your brand. Did you know that 67% of callers who can’t reach a real person hang up the phone out of frustration? And 34% of those hang-ups will not call back? That is why our reception services are so invaluable. When you are overwhelmed with other tasks and ringing phones go unanswered, chances are that prospective guests will be steered towards your competitors. Pairing up with the SAS team ensures that won’t happen.

What We Can Do.

With over 300 live-voice customer support representatives working in our call center, we are ready to help. We never outsource our service to other countries, so your callers will always be greeted by an operator whose primary language is English. Additionally, we have the capacity to handle upwards of 30,000 calls daily. Hold time is a thing of the past with our expert staff. Here are a few of the offerings that may interest you:

• Reservations & Information: Answering services aren’t just for message taking anymore. Integrating with the online booking software you already have in place, we can change or cancel existing reservations, complete reservations for future guests, and even process payments over the phone. We can discuss specifics regarding your location, directions, amenities, and area attractions, and working with a list of FAQs that you provide, we can accommodate virtually any request.
• Room Service & Maintenance Requests: From breakfast to midnight snacks, guests can place room service orders with our staff, and this information will be instantly available to your employees via your online portal. We can also address room and property maintenance issues and dispatch your technicians accordingly. Messages can be conveyed to your team via phone, text, pager, or email. Follow-up calls can also be made to ensure guest satisfaction with services rendered.
• 24-Hour Support: Hotels, motels, inns, bed and breakfasts, and hostels are 24-hour businesses. You never know when someone will need a room, and that means you need to be prepared to service guests around-the-clock, 365 days a year. Our professional live-voice agents are available during and after hours to assist your callers. We staff for 55% efficiency, so our operators are sitting idle 45% of the time. In other words, there is no call volume too high for us to manage. We are there at the drop of a hat.

The Benefits.

We understand the importance of expedience for today’s consumer, and that is why we aim to answer every call within 3 rings or less. In fact, most of the time, we pick up the phone before the first ring! We also employ a number of bilingual agents, ensuring that your business is able to accommodate our growing Hispanic community. Fast, efficient, dedicated: those are three words that we use to characterize our staff. When you are backed by an affordable, continuous service, it may be possible to trim after-hours personnel and reduce your overall expenses. Other benefits include:

• Highly Trained Representatives: Our rigorous training program educates our professionals twice as long as the industry standard, guaranteeing that your property will have the best support services available industry-wide. Because our operators’ pay is directly tied to performance evaluations, you can rest assured that they are always putting their best voice forward. A well-mannered, cheerful approach to customer care is what makes us so successful. You know that old saying, “you can hear a smile through the phone?” Yep. That’s us.
• Quality Control: Our call center operates using an extensive system of internal and external quality control measures. We take pride in what we do, and that is why we are committed to quality assurance in every phone call. When you work with our staff, a service manager will regularly review our operators’ performance, seeing to it that the protocol you set forth is being followed exactly. We screen over 2,000 calls a month to check for potential issues so that we can readily amend them, keeping service in tip-top shape. Every call is recorded and accessible to you.
• Increased Productivity: When you outsource your front desk to the right answering service, you are giving your employees the gift of time. Without the nuisance of a frantic phone ringing in the background, they can place their focus on the necessary tasks that your hotel can’t run without. With us on your phones, your in-house team will be less stressed; and less stress leads to increased productivity!

If you aren’t 100% certain that we offer the right solutions to support your front-end needs, then we invite you to take advantage of our 2-week free trial. There are no strings attached so you have nothing to lose! For professional, polished representation of your brand, look no further than SAS. Specialty is the leading call center service provider for hotels, where substandard care checks out, and spectacular service checks in.