Reservations · Sales · Support — All On One Screen
Hospitality Call Center Software That Drives Direct Revenue
A phone inquiry is the single highest-revenue channel in hospitality — booking values run 3–5x what an OTA delivers, and the prospect is on the line ready to book. SendSquared turns that call into a closed reservation: live PMS context the moment the phone rings, AI voice + human agents on one stack, call scoring that coaches your team, and drip campaigns that recover the inquiries that don't book on the first call.
100%
Inquiry Capture Across Channels
< 2min
Average First Response Time
40%
More Leads Converted With Drip Campaigns
PMS Context On Every Call
The most expensive moment in a reservations call is the first ten seconds — when the agent is searching the PMS for the caller's record while the guest waits. SendSquared resolves caller ID to the active reservation in under half a second and renders the full guest card before the agent picks up: past stays, lifetime value, current reservation, last call, even the upsell suggestions most likely to land.
Caller ID → Reservation
Match inbound numbers to live PMS reservations in milliseconds — agents see the suite, the dates, the rate before hello.
Past Stay History
Every prior reservation, every prior call, every prior message threaded into one guest profile.
LTV & Tier Surfacing
Top-5% LTV guests, VIPs, and group decision-makers are flagged so agents adjust tone and authority.
AI Intent + Upsell
Live intent detection and upsell suggestions tuned to property, season, and guest segment.
Score Every Call, Coach Every Agent
Hospitality reservations is a coachable craft — but only if you measure it. SendSquared records, transcribes, and scores every call against a hospitality-specific rubric: brand greeting, discovery questions, upsell offered, ask for the booking, follow-up scheduled. Managers see leaderboards, per-criterion drill-downs, and a queue of the highest-leverage calls to review.
Hospitality-Specific Rubric
Five core criteria tuned to reservations: greeting, discovery, upsell, close, follow-up.
Per-Agent Scorecards
Call volume, conversion rate, average score, and trend lines per agent and team.
Coaching Queue
The calls most worth listening to surface automatically — high-revenue lost deals, low-score conversions, missed upsells.
Score → Revenue
Correlate scoring behavior to disposition and PMS revenue so coaching changes the metric that matters.
From Inbound Ring To Confirmed Booking
Most call centers stop at the hang-up. SendSquared makes the hang-up step one. Every call is auto-dispositioned at end-of-call — booked, quote pending, researching, group lead, lost — and each disposition fires its own multi-channel drip across email, SMS, and AI voice callback. When the booking lands in your PMS, revenue traces back to the originating call and every touch in between.
Auto-Disposition
12 default dispositions plus custom rules — every call tagged at hang-up, no manual entry.
Disposition-Driven Drips
Each disposition fires its own multi-channel sequence — quote email, SMS reminder, AI voice callback.
Multi-Touch Attribution
When a PMS booking lands, channel credit splits across phone, email, and SMS — the full conversion path.
Revenue Per Call
See attributed revenue per agent, per disposition, per property — phone calls finally appear in the revenue P&L.
Frequently Asked Questions
What makes a hospitality call center different from a generic contact center?
Hospitality calls are revenue calls. A phone inquiry to a hotel or vacation rental is typically a high-intent prospect with a real trip in mind — average booking value is 3–5x higher than an OTA-sourced reservation. A hospitality call center has to surface live PMS availability, last-stay history, lifetime value, and group context on the agent screen the second the call connects. Generic contact center tools treat calls like tickets; SendSquared treats every call like a sales conversation tied to a reservation.
How does AI voice work alongside human agents?
Inbound calls hit our AI voice layer first. The AI handles the predictable 60–75% — availability checks, confirmations, simple support questions, common FAQs — with full PMS context. The moment intent shifts to a high-value or complex conversation (group bookings, complaints, custom packages), the AI warm-transfers to a human agent and hands over the full transcript and reservation context, so the human picks up mid-sentence without making the guest repeat themselves.
Does the call center integrate with my PMS?
Yes. SendSquared has native real-time integrations with Cloudbeds, RoomKeyPMS, StayNTouch, Escapia, Hostaway, Streamline, and many more. Inbound caller IDs match to active reservations in milliseconds, so agents see the suite, the dates, the rate, and every past stay before they say hello.
How does call scoring work?
Every call is recorded, transcribed, and scored against a hospitality-specific rubric: brand greeting, discovery questions, upsell offered, ask for the booking, follow-up scheduled. Managers see per-agent leaderboards, per-criterion drilldowns, and a coaching queue surfacing the calls most worth listening to. Scores roll up to disposition reports so you can correlate behavior to revenue — not just call volume.
Can one call center handle multiple properties?
Yes. The call center is multi-property by default. Inbound DIDs route by property, agents can be scoped to specific properties or pooled across the portfolio, and every disposition, scorecard, and revenue figure can be filtered by property or rolled up to the portfolio level. Works for single boutique hotels, 50-property vacation rental managers, and enterprise resort groups.
What happens after hours?
AI voice agents take calls 24/7 with the same PMS context human agents would have. They quote availability, confirm reservations, capture leads with a callback request, and queue dispositions for the morning team. Most operators recover 30–40% of after-hours calls that previously went to voicemail — and those calls convert at roughly the same rate as in-business-hours calls.
Can it handle group bookings and complex inquiries?
Group and complex inquiries get tagged as their own disposition and routed to a senior agent or sales manager. The call recording, transcript, dates, group size, and any uploaded documents stay attached to the lead record. Drip campaigns for groups are slower-paced and more high-touch — typically three to six weeks of email + SMS + scheduled callbacks — and revenue attribution traces back to the originating call.
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Related Platform Capabilities
Voice & Call Center Platform
The enterprise voice system that powers the call center — features, infrastructure, integrations.
AI Voice Agents
AI voice agents that handle 60–75% of inbound calls autonomously with full PMS context.
Call Tracking
Track which marketing channels drive phone inquiries — replace CallRail with PMS-aware tracking.
Inbound Lead Conversion
Convert every inbound lead — voice, web, OTA — into a confirmed booking with the right follow-up.
Lead Management
The lead pipeline behind the call center — qualification, routing, and stage progression.
Unified Inbox
Every channel — voice, SMS, email, WhatsApp, Airbnb — threaded by guest in one inbox.
See Your Call Center In SendSquared
Book a demo to see PMS-connected calls, call scoring, and disposition-driven drip campaigns on real reservations data.
Schedule a DemoA hospitality call center only converts if the rest of the stack converts with it. SendSquared pairs the call center with a hotel CRM that stores every conversation against the guest profile, hotel messaging across every channel so quote follow-ups happen on SMS, email, and WhatsApp without leaving the inbox, and AI voice agents that absorb the 60–75% of calls that don't need a human — leaving your reservations team free to close the calls that do.