Hospitality Chain
The Challenge
A hotel chain with five properties across Wales and England struggled with reservation calls during peak booking periods. Each property had its own separate phone system, and during busy periods, reception staff would become overwhelmed, leading to dropped calls, long hold times, and frustrated potential guests. Guests calling one property couldn't be easily transferred to another if rooms were available elsewhere. The chain was losing an estimated 20-30 bookings per week during peak seasons due to call handling issues. Additionally, calls to specific departments (restaurant, spa, events) often went unanswered, requiring multiple transfers and creating a poor guest experience. The lack of integration with their booking software meant staff had to manually check availability, slowing down the booking process.
The Solution
We implemented a centralized cloud-based call system connecting all five properties with intelligent routing. Each property maintains its own local number and identity, but calls automatically overflow to other properties when reception is busy, ensuring no call goes unanswered. We integrated the system directly with their property management and booking software, so caller information and availability appear instantly on screen. Dedicated lines were set up for different departments (restaurant reservations, spa bookings, event inquiries) with professional auto-attendants routing calls appropriately. We configured time-based routing so calls during off-peak hours can be handled by a central reservations team, and during peak periods, all properties share the call load. Mobile apps were provided to managers so they can handle calls remotely, and we set up call recording for quality assurance and training purposes.
The Results
Call handling capacity increased by 60% during peak periods, allowing the chain to handle significantly more reservation calls without adding staff. The chain now handles 3x more reservation calls during busy seasons, and the overflow system has recovered the previously lost bookings. Guest satisfaction with phone service improved dramatically from 71% to 93%, with average hold times reduced from 4 minutes to 45 seconds. Booking conversion rates increased by 25%, as staff can now quickly check availability across all properties and complete bookings faster. The integration with booking software has reduced average booking time from 8 minutes to 3 minutes. Department-specific calls are now answered 95% of the time, compared to the previous 60%.
Key Metrics
- ✓5 properties connected on centralized system
- ✓60% increase in call handling capacity
- ✓3x more reservation calls handled
- ✓93% guest satisfaction (up from 71%)
- ✓25% increase in booking conversion rates
- ✓45-second average hold time (down from 4 minutes)