For travel, hospitality and leisure businesses
Looked forward to for months, and remembered long after.
Between the booking and the day come the questions and the changes, and most of them arrive just when you’re at your busiest.
What we do
A late arrival, a date to change, a refund to process, a season ticket to renew. Each needs someone who knows the place, and your rules.
Which parts we take on is up to you
It could be your reservations and booking lines, or messages from your guests, ticket holders and supporters, at any hour. It could be renewals and memberships, the changes and refunds after a date moves, or overdue invoices from corporate bookers and exhibitors chased.
We can also set up and plan
If you need it, we can set up what the work runs on, for instance your helpdesk, your reporting, or your processes mapped out end to end, improved and written down. And we can work with you to plan how your operations should run, now or in the future.
Days you’ll recognise
Someone is counting on it.
Holiday and short lets
Saturday, 19:30
The key safe won’t open.
A family has driven all afternoon to an empty cottage. Nobody is on site, and the only number they have is yours.
Hotels
Friday, check-in time
The phone rings while a coach party checks in.
The caller wanted two nights next month. Nobody could pick up, so they booked somewhere else.
Events, venues and ticketing
Bank holiday, opening time
The phones ring before the gates open.
Are you open in the rain? Can we buy on the day? Hundreds of families ask the same things before they set off.
Sports clubs
Renewal deadline day
Every season-ticket holder remembers at once.
Can I move my seat? Can my daughter sit with me? Each one needs an answer before the window closes.
What we take on
From the cottage door to the stadium gates.
The work is different at each. Pick the one nearest to yours. Any job on its list can be handed over alone.
Nobody on site, somebody to ask.
Guests answered at any hour about the property they’re standing in, and what can’t be fixed by message passed to your housekeepers and contractors.
- Guest messages on every booking site you use
- Trouble getting in, talked through
- Faults logged, and your contractor called
- Owners answered about their bookings
Guest answered
Hot tub not hot, first evening
- Refilled at today’s changeover and still heating, as your guide says
- Guests told when to expect it, and checked on in the morning
- Noted
- The listing doesn’t say the tub is refilled on arrival day
Logged against the property
The desk stays with the guest in front of it.
Reservation calls and messages answered when the front desk can’t get to them, and the booking made in your own system.
- Bookings made and changed in your system
- Late arrivals and out-of-hours calls
- Wedding and event enquiries taken in full
- Reviews replied to
Reservation
Two nights next month, rung in at check-in time
- Availability checked in your system
- Booked direct, confirmation sent
- Noted
- Asked about parking first. The website doesn’t mention it
In your booking system, booked direct
Before the day, on the day, and after it.
Ticket holders, visitors and members helped by email, chat, social or phone, with name changes, exchanges and refunds handled under your policy.
- Missing tickets found and resent
- Name changes, exchanges and refunds
- Members and annual passes
- An on-sale and event-day line
Ticket resent
Tickets never arrived, the night before
- Order found, sent to a mistyped email address
- Buyer checked against the order, address corrected
- Noted
- Several mistyped addresses since the on-sale
Resent, and logged in your ticketing system
Supporters answered, season after season.
Season tickets, memberships, ballots and match-day questions answered to your rules, in full or alongside your own team.
- Renewals and seat moves
- Ballots and allocations
- Access registers kept up to date
- Abuse on your channels hidden and recorded
Renewal window · A season-ticket holder
A first season ticket, next to a parent’s seat
- The seat beside checked as free in your system
- Junior price applied, as your rules allow
- Noted
- Asked whether juniors move up a price band at 18. The renewal page doesn’t say
Renewed before the window closed
After the first reply
Answering is the easy part.
Each of these starts with one message. Pick one, and see how far the team takes it.
How it started
Guest · Saturday, 19:30
We’ve just arrived and the key safe won’t open. I’ve tried the code four times and the children are asleep in the car.
Waiting for you on Sunday morning
Guests let in after a key safe code change
- Arrival message and property guide still show the old code
- The next guests arrive on Friday
What the team does
- Answers in your nameWith the booking and the property guide open
- Checks who is askingThe lead guest, on tonight’s booking
- Rings your housekeeperThe code was changed after the last clean
- Stays on until they’re inNew code given, door open, lights on
- Flags the arrival messageIt still shows the old code
A family indoors, and next Friday’s guests spared the same evening.
How it started
Caller · Friday, 15:20
Hello, I’d like two nights next month, the 12th and 13th. Is there somewhere to park?
Waiting for the desk once the coach party is in
Two nights booked for next month
- Made in your system, confirmation sent
- Asked about parking, which the website doesn’t mention
What the team does
- Answers in your hotel’s nameWhile the desk is busy with the coach party
- Checks the dates in your systemA double is free both nights, at the price it gives
- Answers about parkingFrom your own notes for callers
- Makes the bookingIn your system, and the confirmation sent
- Notes what they askedParking isn’t mentioned on your website
A booking made while the desk was busy, and a line worth adding to your website.
How it started
You · Thursday, 14:00
Saturday’s show can’t go ahead. It’s moving to the spring, and we announce it at four.
Waiting for you on Friday
Every buyer answered, and the refunds under way
- Refund requests so far, each against its order
- A list of the access bookings to carry over
What the team does
- Takes your approved wordingWhat has changed, what stays valid, how to ask for a refund
- Is ready before you announceThe same answer on email, chat, social and phone
- Answers what comes backMostly “is my seat the same?”, from your notes
- Logs each refund requestAgainst its order, up to the date you’ve set
- Works through the refundsUnder your policy, each followed until it’s paid
Every ticket holder given the same answer on the same afternoon, and your own people free to plan the new date.
Your kind of business
Not one of those? Find yours.
Every kind of travel, hospitality and leisure business we work with, and what we’d do for each.
Holiday-let and short-let companies
Guests are answered at any hour, from booking changes to trouble getting in. Maintenance problems are logged and passed to your cleaners and contractors.
More about holiday-let and short-let companiesHotels
Bookings and changes are made in your booking system, and late arrivals and out-of-hours calls answered. Calls are picked up when the front desk is busy, and reviews replied to.
More about hotelsEvents, venues and ticketing
Ticket holders and members are helped with tickets, changes and refunds before the day, for events, venues, attractions and ticketing companies. A helpline can run on the day, with support for organisers and exhibitors.
More about events, venues and ticketingSports clubs
Supporters are helped with tickets, renewals, ballots and match days, in full or alongside your own team. Access registers, tours, hospitality enquiries and checks for touts and abuse can be taken on too.
More about sports clubsTour operators, cruise and travel agents
Booking enquiries are taken in full for your specialists, and changes made in your reservation system. Passenger details and documents are collected before departure, with a reminder when a balance is due. An out-of-hours line for travellers can be set up and tested with you in advance.
Gyms and leisure
Members are answered by email, chat, social and phone about joining, freezing, moving club and leaving, and the change is made in your membership system. Swimming lessons, courses and parties are booked, and everyone booked is told when a pool or studio closes.
Airport transfers and coach travel
Travellers are answered before and on the day of travel, with where to meet the driver and what to do when plans change. Coach hire enquiries are taken in full for your planners to price, and passenger lists and joining details collected before the trip.
The team
Who answers, and where they are.
Your work runs from one of our three locations, in the Philippines, Portugal or Ireland. The languages your customers speak often decide which, along with the hours and the kind of work, and we agree it with you before anything starts. Wherever it is, the team answers in your name and works to your policies.
- Our own employees, trained on your bookings and policies before they answer anyone
- Anything that needs your decision comes to your own people
- Team leads whose job is coaching
- The hours your guests, visitors and supporters need, covered
Questions, answered.
The things travel, hospitality and leisure businesses are likely to ask first.
Which parts of our operation can you take on?
It could be your reservations and booking lines, or messages from your guests, ticket holders and supporters. It could be the changes and refunds behind them, renewals and memberships, or an out-of-hours or event-day line. We can also set up what that work runs on, and work with you to plan how it should run. Whether that’s one part or several is up to you.
How do we get started?
With a conversation about your operation and what you need. From there, we work out together where we can help and what comes next.How we work
Is there a minimum team size?
No. It can be a single person or an enterprise-scale operation. We build the structure around the work, whatever its size.
What can the team decide, and what comes back to us?
What the team can change, cancel or refund without asking is whatever you’ve agreed. Anything beyond that comes to your own people, with the details already taken.
Will our customers know they aren’t dealing with us directly?
They deal with your business by name, on your own numbers and inboxes. The team has the booking and your policies in front of them, so they get a proper answer and not just a message taken.
Which languages can you cover?
English, and the main European languages from native speakers. Which of them you need is one of the things that decides where your work runs from.Where we work
Do you work in our systems, or yours?
Yours. That might be a reservation, ticketing or property system, a helpdesk or something built in-house. The team works in whatever you run on, and each person has their own named login.
How does the team learn our business?
Through training, before anyone does any work for you. How it happens depends on the material you already have, how soon you need people and how much of it you want to run yourselves. New properties, events and policies are trained in as they arrive.How we work
What happens when we’re busy?
A busy season is planned with you ahead of time, so that everyone covering it has been trained before it starts. For the days nobody can plan, we agree in advance what the team says and what it can offer.
Who manages the team?
We do. Hiring, the rota, cover and performance are ours, and each team has a team lead whose job is coaching. You deal with one person who owns your service.How we work
How do we know how it’s going?
The team works in your systems, so every booking and message is there for you to read. Real pieces of work are reviewed too, and what the reviews find goes into each person’s coaching. You also get regular reporting on how the work is going, what we’ve found and what we’re doing about it.How we work
What if the work I need help with isn’t listed here?
Tell us about it. This page covers the work travel, hospitality and leisure businesses are most likely to need, not everything we do. If the work follows a process and happens on the phone, in an inbox or in your booking systems, there’s a good chance we can take it on. If it isn’t one for us, we’ll say so.Tell us about your business
How much does it cost?
It depends on the kinds of work, the hours you want covered and the languages you need. We work it out with you once we understand your operation.
Alongside it
The rest of what we do for travel, hospitality and leisure.
Other work we run, things we set up and what we plan with you. Any one can be taken without the others.
- Content moderationComments under your posts checked against your rules, and the fake ticket sellers and scam links among them hidden.We run itWe run it
- Credit controlOverdue invoices from corporate bookers, exhibitors and trade accounts chased.We run itWe run it
- Processes and knowledge baseA guide for every property, venue or event, written once and kept current.We set it upWe set it up
- Training materialFor the people you take on each season, built once and used every year.We set it upWe set it up
- Helpdesk set-upEmail, chat and phone in one place, and the booking sites’ messages too where your system connects to them.We set it upWe set it up
- ConsultancyHow the operation should be organised as you add properties, venues or events.We plan it with youWe plan it with you
Let's talk.
Tell us what's going on. If we're not the right fit, we'll point you to someone we trust.
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