Hotels & Resorts
Hotel BPO Services | Outsourced Reservations & Guest Support
A hotel's contact volume is not spread across the day and it is not the same conversation twice. It arrives in a booking spike when a rate drops, in a wall of rebooking calls when weather closes an airport, and at two in the morning from a guest whose room key has stopped working — and the person answering has to know which of those they are in within a few seconds.
Global Empire Corporation runs outsourced reservations, guest services and after-hours support for hotels, resorts and management groups — staffed to your property standards, working in your PMS and booking engine, and measured on conversion and guest satisfaction rather than on call handling time.
- 1.1B+
- Transactions Processed
- 11+
- Contact Centers Worldwide
- 27
- Service in 27+ Languages
- 35.5k+
- Over 35000 Happy Employees
- 10M+
- New Customers Acquired
The Reservation Line Is a Revenue Channel, Not a Cost Center
Every hotel measures its front desk. Very few measure what happens to the calls that never reach it. A voice reservation carries a materially better margin than the same booking through an online travel agency, and the calls most likely to convert — long stays, groups, suites, guests who want to ask a question first — are exactly the ones that abandon when nobody picks up.
We staff reservations as a selling function. Agents are trained on your rate structure, your property's actual rooms, and the difference between a caller comparing prices and a caller ready to book, and reporting shows conversion by call type rather than a single answered-calls figure.
- Voice reservations handled as direct bookings, protecting margin against OTA commission
- Overnight and weekend coverage without a night audit staffing a switchboard
- Overflow that catches the calls the front desk cannot reach at check-in
- Conversion reported by call type, not averaged into one answered-calls number
For independent hotels, resorts, and management groups
Hotel Support Services We Deliver
Reservations & Direct Booking
Inbound reservation calls handled as a sales conversation, with your rates, room types and availability live in your booking engine.
Guest Services & In-Stay Support
Requests, complaints and room issues taken and routed to the right department, so the front desk is not the only path to a resolution.
After-Hours & Overnight Desk
Live overnight cover for arrivals, lockouts and urgent issues, escalating to duty management against rules you set.
Disruption & Rebooking
Surge handling when weather, flight cancellations or an event drive rebooking volume well past what the property can absorb.
Groups, Events & RFP Intake
Qualifying group and event inquiries and routing them to your sales team with the detail they need to quote.
OTA & Channel Support
Handling reservation discrepancies, rate mismatches and third-party booking disputes without tying up the front desk.
Loyalty & Member Services
Points, tier questions, and member booking support for properties running a loyalty program.
Post-Stay & Reputation Recovery
Following up on complaints and survey detractors while the stay is still recent enough to fix.
How a Hotel Program Gets Built
Property standards are specific and guests notice when they are missed, so the build front-loads the training rather than the ramp.
Property discovery
Room types, rate structure, policies, seasonality, the escalation path for a duty manager, and what your property considers a service failure.
Systems access
PMS, booking engine, channel manager and any loyalty platform, with access scoped to what agents actually need.
Standards training
Brand voice, greeting, and the judgment calls — when to comp, when to escalate, when to hold a rate — trained against your rules, not a generic script.
Pilot on one shift
Start with overnight or overflow, where the risk is lowest and the gap is widest, and measure before extending coverage.
Extend and tune
Widen hours or scope once conversion and guest satisfaction hold, with reporting reviewed against your own front-desk baseline.
Related services
Build a complete support program
Frequently asked questions
Why outsource hotel reservations instead of taking them at the front desk?
Because the front desk is doing something else at exactly the wrong moment. Reservation calls peak during check-in and check-out, when your agents are with guests standing in front of them, and a caller who reaches a hold queue often books through an online travel agency instead — the same booking at a worse margin. Outsourced reservations catch those calls without adding headcount that sits idle in low season.
Will guests be able to tell they are not speaking to the property?
They should not. Agents answer with your property name and greeting, work from your policies, and have your live availability and rates in front of them. The difference between this and a generic call center is the depth of property training — whether the agent knows that the corner suites face the courtyard and that the pool closes at ten. Ask any provider to demonstrate that level of detail before signing.
Can you work inside our PMS and booking engine?
Yes, and that is the arrangement to insist on. When the provider works in your systems, availability is live, reservations land where your team expects them, and the reporting is yours. Providers who require their own booking layer create a reconciliation problem and take your data with them if the contract ends.
How do you handle a disruption event?
With a plan agreed before it happens. A cancelled flight bank or a storm can multiply rebooking volume within an hour, so the playbook defines what triggers surge staffing, which contact types take priority, what authority agents have to move or waive without a manager, and how quickly cross-trained capacity comes onto the queue. Sizing a hotel program on average volume is what leaves guests on hold on the one night it mattered.
Do you support groups and event inquiries?
Yes, as qualification rather than as quoting. Agents capture the dates, room block, meeting space, catering needs and decision timeline, then route the inquiry to your sales team with enough detail to respond properly. The value is response speed — group inquiries are usually sent to several properties at once, and the first substantive reply is heavily favored.
What does hotel BPO cost?
It follows the shape of the program rather than a per-room rate: call volume and how seasonal it is, the hours covered, whether reservations are included or only guest services, language requirements, and how much system access and training the work needs. Reservations staffed as a selling function costs more per hour than message-taking and is usually the part that pays for itself. We quote per property after understanding those variables.
Can you cover multiple properties in a group?
Yes, and it is usually more efficient than covering one. A shared team across a group absorbs each property's peaks with the others' quiet periods, which is exactly the elasticity a single property cannot build on its own. Each property keeps its own greeting, standards and reporting, so the guest experience stays property-specific even where the staffing is pooled.
TESTIMONIALS
Our trusted clients
Global Empire provides reliable 24/7 coverage with live support when it matters most. Their breadth of service, professionalism, and ability to answer calls quickly has made a major difference for our organization. We’re very happy with the partnership and would recommend them confidently.
Wait times no longer exist with the service Global Empire provides. We have cut labor costs dramatically, eliminated overhead from dispatch staffing, and our clients are getting picked up quicker. Spending less while improving service has become the backbone of our business.
We are not only meeting but exceeding our service level objectives. Global Empire resolves many calls without needing a live agent, and the calls that require support are answered quickly and handled faster than before. Their reporting gives us visibility anytime we need it.
We set very challenging service level objectives and insist on those standards being met. At first we were unsure if Global Empire could consistently deliver at that level, but they proved they could. Based on performance and reliability, we know we made the right decision.
Service matters greatly for customer loyalty and experience, and Global Empire provides exactly the professional support required. We’re confident we achieve more value in our contact center because of the strategic partnership and the consistency of their service.
During our recent flood disaster, Global Empire provided messaging services vital to our communications management. Their quick, efficient, and professional response stood out throughout the crisis. In situations like this, service quality is not taken for granted — it’s recognized.
Excellent service — we consistently receive comments about how professional and friendly their agents are. To our customers, it feels seamless and they assume the people answering are part of our in-office team. It has worked out far better than we thought possible.
Global Empire has provided essential call center services for over a decade, responding to medical and non-medical emergencies with accuracy and professionalism. Their commitment to quality and continuous learning is clearly reflected in the service they deliver.
I never realized how much overtime we were paying until we started using Global Empire. We were able to eliminate overtime completely while improving how calls are handled. Now our staff can focus on other important tasks that keep our customers happy.
I wasn’t using all the options Global Empire offered until one of their representatives noticed and reached out. Based on their recommendations, we made several changes that saved money and improved response time. Customers now comment on how efficiently our business runs.
We believe excellent customer service provides the sharpest competitive edge. Global Empire shares that same vision and works closely with us to deliver the best possible service quality. Their partnership supports our ongoing commitment to excellence.
The main reason we work with Global Empire is the ‘red carpet’ treatment. They have the best group of agents I’ve worked with in over 20 years, and they consistently maintain high standards for compliance and customer interactions. They lead by example.
Efficient, professional service with a personal touch. It’s rare to find a provider that consistently delivers both quality and responsiveness at this level.
Over the years I’ve been impressed with the professionally trained staff at Global Empire. Our customers are often anxious or angry, and their team consistently puts them at ease. In two decades, we have never had a customer complaint — which says everything.
As we expanded from Europe into North America, we knew customer service and technical support would be critical to success. We were impressed to learn Global Empire was handling support for a market leader. After working with them, it’s clear why — their service sets the standard.
One of our members struggled with registration and called our toll-free number. The Global Empire agent remained calm, extremely helpful, and professional throughout a long troubleshooting process. Because of that call, the customer remained loyal — and that is a huge asset.
Global Empire is over-delivering on SPH and sales targets. Their performance has helped us reduce acquisition costs significantly, and they have proven to be the missing link in our growth strategy.
I can’t believe we didn’t use Global Empire sooner. Since joining, our order accuracy improved, wait time is virtually gone, and customers receive their orders correctly and on time. This partnership has had a major impact on our national pizza business.
Because of their experience in the energy industry, Global Empire has become a valued marketing partner. Their call center solutions help us acquire customers, retain them, and provide quality service after the sale — 24 hours a day.
Our business relationship with Global Empire has been long and very satisfying. Their employees deserve full credit for the professionalism and consistency they bring to every interaction. I know firsthand how stressful frontline work can be, and their team delivers every time.
Global Empire has been an integral part of our business for years. Our customers expect to speak with someone who can assist immediately, and their team consistently delivers. They maintain professionalism, empathy, and flexibility, making it easy to work together.
With so much outsourcing in the answering services space, it was a relief to find a provider that is truly efficient. The pricing is excellent, onboarding was smooth, and our clients were far happier speaking to a live operator instead of voicemail.
We have partnered with Global Empire for over 15 years and they remain a crucial part of our 24/7 operations. They support multiple sites across states, and we couldn’t be happier with their service, reliability, and long-term consistency.
Comparing Hotel BPO Providers?
See our ranking of the top 15 hotel bpo companies — scored on the compliance regime, service levels and operational depth this service line actually demands. Then talk it through with someone who runs these programs.
