Every time a customer makes a phone call, a unique opportunity opens up to understand their desires, needs, and expectations in a direct and personal way. This channel isn’t just for answering questions or handling bookings—it enables a deeper connection that can make a real difference in the relationship between the business and the guest.
In this way, phone calls, with their human and personal touch, play a key role in commercial success, becoming a powerful tool for qualifying leads, identifying business opportunities, and building customer loyalty in a way that other channels simply cannot.
The Power of Person-to-Person Communication
What makes a phone call so special is the direct interaction between the caller and the reservations agent. This dialogue builds a level of trust that’s hard to achieve with more impersonal methods, like emails or web forms. Empathy and human connection are essential for the caller to feel truly heard and understood, ultimately strengthening long-term relationships—turning a one-time caller into a loyal customer.
In this process, the role of the reservations agent is crucial. It’s not just about answering inquiries efficiently, but about practicing active listening. Asking the right questions at the right time reveals key insights into the customer’s preferences and needs. Are they looking for a specific type of room? Planning a celebration? Have special requests? A skilled agent can uncover these details, paving the way for a personalized stay.
Join 100k+ executives from world's leading hotel brands and get the latest insights delivered to your inbox once a week
The Value of Information: Tools to Gather and Analyze It
It’s not enough to gather information—you need the right tools to store it and make it actionable. CRM platforms are essential here, as they organize all the data collected during calls and make it easily accessible for future interactions.
Making a strong commitment to voice as a channel highly valued by guests, helps hotels maximize its profitability, while enhancing service personalization at the same time. The guest is no longer just a name or a reservation number—their first interaction becomes the starting point for a personalized relationship built on their preferences and interests.
Along these lines, solutions such us Call Seeker, a tool designed by Ring2Travel, Paraty Tech's contact center, to streamline quote management and booking follow-up, integrated with the CRM, loyalty program, payment gateways, and proper payment systems, empowers sales teams to handle calls with greater efficiency and professionalism. Advanced features include generating secure, customizable payment links, managing multi-quote scenarios, and the ability to modify or block specific rates, among others.
Structured access to this data not only improves internal management but also reveals key trends in customer behavior—highlighting how technology is transforming commercial operations and turning every call into a strategic opportunity for loyalty and revenue growth.
Strategic Implications of Collected Information
The information obtained through the phone channel can be used to launch two key types of actions: general and personalized. Both are essential for strengthening customer relationships and boosting business profitability.
General Actions
By analyzing common trends among callers, you can develop broader marketing campaigns and promotions.
For instance, if most guests are looking for rooms with specific features, you can create targeted offers to match that demand. These initiatives not only increase direct bookings, but also reinforce the perception that your hotel understands and anticipates guest needs.
Personalized Actions
Detailed information gathered during calls allows for more specific, one-to-one actions.
A guest who regularly requests an ocean-view room or frequently books spa services is a prime candidate for tailored promotions. Similarly, if someone mentions celebrating a birthday, it's the perfect opportunity to make them feel special with a congratulatory message or a small gift that makes their stay even more memorable. These low-cost, low-effort gestures go a long way in fostering loyalty.
The Phone: A Vital Channel for Customer Satisfaction
Though often overlooked in today’s digital age, the phone remains an invaluable tool in the hospitality industry. Far from being just a communication channel, the work of phone agents is now a core part of boosting direct bookings for hotels and chains.
This strategy is not only about driving numbers—it’s about building long-term relationships, with customer satisfaction and loyalty as the cornerstones of future success.
In this sense, the phone isn’t just a sales tool—it’s a channel for creating memorable guest experiences and establishing lasting connections with your property.
