Hotel Customer Service Phone Support

I need experienced, English-speaking agents to answer all guest calls for my hotel. The task covers reservation requests, room upgrades, billing questions, and any general front-desk inquiry that would normally reach us by phone.

Your shift window must span 7 am – 11 pm EST, seven days a week, using our cloud VOIP line and PMS (Opera Cloud). I will supply call scripts, property policies, and escalation contacts; you supply a quiet workspace, reliable broadband, and a noise-canceling headset. After each conversation, the agent must log notes directly into the PMS so my on-site staff always see real-time updates.

Deliverables
• Smooth takeover from the current in-house team within one week
• Daily VOIP call log export with notes attached
• Weekly insight report highlighting frequent issues, upsell opportunities, and any guest complaints

Acceptance criteria: calls are picked up in under three rings and first-call resolution stays above 90 %. In your proposal, tell me how many agents you can dedicate, their hospitality background, and the technology stack you use so we can start onboarding within the next two weeks.