Importance of BPO in Hospitality Industry

Few business sectors rely on customer service as heavily as the Hospitality Industry. You might say customer service IS their business.

And Rely Services is the perfect partner for Hospitality vendors because Customer Service is something we excel at. For over 20 years Rely Services has delivered top-flight Customer Service to its clients worldwide, allowing you to reduce the time-consuming tasks involved in interviewing, training, and placing candidates in the positions you need to fill.

We help clients assimilate customer data from multiple sources: Point of Sales applications, CRM systems and fulfillment channels. Our techniques enable companies to extract more insights from data to understand customer behaviors and preferences. To accomplish this, we can offer:

• On-Demand Analytics
• SalesForce & Spending Analytics
• Web Analytics
• Asset Utilization
• ERP Support
• Hotel Database Analytics
• Hospitality Cost Management and Operating Margin Analytics

And the Hospitality Services market is growing! In the “boom & bust” world of Hospitality, the last few years have definitely been a “boom” cycle. Rising income levels means more vacationers than ever before, the expanding business world needs more travel, new areas are opening to tourism, and the growth in population in general, have all contributed to epic expansion.

But like any growth, there are new challenges to overcome: a scarcity of talent, escalating customer expectations, shifting state and local government taxes and regulations, changing needs in advertising, marketing and post-visit contact all require attention. Your business needs to stay on top of these things while you take care of your guests. That’s a lot on your plate!

Unlike a lot of businesses, Hospitality vendors have daily, direct contact with customers. Quality operations have intense staff hiring,  training and mentoring programs to achieve award-winning results.

But separate from the in-house staff, there’s a whole world of other customer service behind the front desk.

That’s where a Business Process Outsourcing firm can help.

With our offices in the USA and around the world, we have Hospitality Services experts in both local and global markets. You can leverage our resources to take advantage of advanced industry trends and tap into diverse talent pools. As a leading provider of Customer Service staffing, we can offer you customized solutions, meeting your business goals with the specific skills you need.

Hoteliers, restaurateurs, and spa-owners can use outsourcing to cut costs and improve the quality of their services at the same time.

No matter what size your operation, no matter what your specialty, there are some important functions that Rely Services can provide.

You rely on your in-house staff to make sure that this stay is a memorable one, but what about the next one, and the one after that? Can you be sure there even IS a next one? Follow up contact with a guest is crucial to retaining them as a customer. And the competition is fierce! New promotions, award programs, 2 for 1 deals and family discounts allow all vendors to vie for the traveler’s dollar.

In a world of rising costs and competition, how do you stay in front of the pack?

Consider partnering with a Business Process Outsourcing company that has a history of excellence in the Hospitality sector. Rely Services can scale your customer services to fit your needs. We can augment your team during peak periods, and trim it down during a slower season. We can move resources to different functions inside your overall team. We can be completely flexible in places your in-house staff doesn’t have to be.

Rely Services can reduce your workforce costs so you can spend that capital on other parts of your business. As a matter of fact, more and more hospitality vendors are turning to BPOs to cut their costs without losing any quality of service.

• Booking and Reservation Services: There are so many options to book a stay these days- online, via phone, chat, email, customized mobile apps- just to staff all these different options can be an owner’s nightmare. A competent BPO can handle all of these different channels at one center. And deliver quick answers to a customer’s questions about availability, rates, amenities, special offers, even describe the view from any given room!
• Multilingual Call Center Services: If your clientele is from another country and doesn’t speak English, BPOs can offer a multilingual customer service center. Imagine how hard it would be to have this ability in-house, 24/7!
• Reception services: We can handle the incoming calls to the front desk and reroute them to the correct department so your desk people can interface with arriving guests without interruption.
• Research and Marketing: Rely Services can take care of all of your pre-visit marketing by doing the research necessary to find and contact potential new customers. They can follow up with existing customers and maintain contact to encourage future visits.

Our team has expert knowledge of the Hospitality Industry and will help you get the right talent for your needs. We enable you to maximize your resources and leverage opportunities.

Benefit from Our Local Expertise and Our Global Reach

With our offices in the USA and around the world, we have experts in both local and global markets. You can leverage our resources to take advantage of advanced industry trends and tap into diverse talent pools. As a leading provider of customer services, we provide you with customized solutions, meeting your business goals with the specific skills you need. This approach helps:

• Reduce the hiring process
• Reduce the cost of acquiring talent
• Utilize the best industry trends and practices

Don’t let past stereotypes let you discount using a BPO today. The business has evolved and expanded. Our call centers are as sophisticated, professional and modern as any in-house staff, anywhere. The only real difference is it will cost you a lot less and let you concentrate on your service and your customers.

Imagine. A turn-key Customer Services department at your disposal with no start-up costs! No staffing to worry about, no expenses for equipment, no overhead for offices, and trained and professional call takers ready with all your information… too good to be true, right?

Well, no. This is exactly what Rely Services can do for you. What we WILL do for you.

For more information, and a chance to see exactly what Rely Services offers, book a free evaluation of your customer service needs and how we can help you accomplish your goals.