CX Solutions for Hospitality
Craft memorable guest experiences that drive satisfaction and repeat visits.
The team behind rethinkCX has led CX atMejuri·Canada Goose·Lululemon·Tangerine·AIG·ING France·and more
In hospitality, customer experience is not a department. It is the entire business. A guest's perception is formed across dozens of touchpoints: the booking search, the reservation call, the check-in, the stay itself, and the post-departure follow-up. We help hospitality brands turn those moments into loyalty through guest journey mapping, post-stay VoC programs, and reservation outsourcing tuned to your PMS.
What we solve
Reservation and Booking Support
Outsourced reservation teams that handle inquiries, modifications, cancellations, and upsell opportunities with the warmth and efficiency your brand demands.
Multi-Touchpoint Journey Design
Complete guest journey mapping from pre-arrival confirmation to post-checkout survey, identifying where proactive outreach moves the needle on satisfaction.
Loyalty Program Optimization
Loyalty tiers, post-stay nurturing sequences, and VIP service protocols that increase repeat visits and reduce OTA dependency.
Concierge and High-Touch Service
Playbooks and training that ensure your concierge team exceeds expectations consistently, even during high-demand periods.
Guest Complaint and Recovery
Service recovery frameworks with pre-approved resolution authorities, empathy-led scripts, and escalation paths that transform negative experiences into loyalty.
Review Score Management
Post-stay feedback programs that capture dissatisfied guests before they reach TripAdvisor, plus response protocols for public reviews.
Built for guests
What hospitality-grade CX outsourcing actually looks like
These are the standards we apply when evaluating BPO partners for hotels, resorts, and travel brands.
Required from every partner
- Proven hospitality experience across luxury and midscale brands
- Agents trained on Opera, Amadeus, Mews, or your PMS
- Multilingual bench for your priority source markets
- Upsell and package-sell training for room revenue
- 24/7 reservation and post-stay support available
- Brand voice and tone onboarding before go-live
Verified before launch
- Scenario-based role-plays for your property type
- Service recovery authority and limits agreed upfront
- Review response protocols reviewed with your team
- Loyalty program playbooks calibrated to your tiers
- QA scorecards tuned to your service standards
- Weekly performance review cadence in place
The Guest Experience Is Your Brand
Acquiring a new guest costs five to seven times more than retaining one. Yet many hospitality brands run loyalty programs that feel generic and fail to drive direct bookings. We bring contact center and CX consulting discipline to an industry where these practices are often an afterthought, helping you turn every interaction into a reason to return.
Book a Free 15-Min ConsultationIn-house vs outsourced
Guest support, two operating models
A side-by-side look at the coverage, cost, and quality trade-offs between running guest support in-house and engaging a vendor-neutral outsourcing partner.
Limited by front-desk and reservation shifts
24/7 reservation and post-stay support
English plus whatever you can hire locally
Multilingual bench aligned to source markets
Fixed staffing often misses surge demand
Flex up for season, conventions, and events
Each new hire must be trained from scratch
Agents already trained on Opera, Mews, and more
Inconsistent and often delayed
Monitored and replied to within hours
Fixed payroll and benefits year-round
Per-interaction or per-seat, scales with demand
How we help
CX audit
We benchmark satisfaction, reservation conversion, and review scores against industry.
Journey mapping
We document every guest touchpoint from search to post-stay to surface quick wins.
Model design
We recommend the mix of in-house and outsourced, plus channels and staffing ratios.
Vendor selection
We identify and vet BPO partners with hospitality experience and language capabilities.
Measurement
We build the feedback loops and reporting that drive improvements quarter to quarter.
Ready to talk?
15 minutes. No pitch. Just clarity on your next step.
Explore more
Our services
Call Center Outsourcing
Vendor-neutral BPO matching and advisory. Find the right partner without the sales pitch.
Learn more →Call Center Strategy
Build a winning contact-center strategy: operating model, KPIs, tech stack, and roadmap.
Learn more →Journey Mapping
Journey maps that get used, tied to real operational changes, not slide-deck theater.
Learn more →CX Technology & CRM
Vendor-neutral CX platform selection and implementation. We don’t resell, we advise.
Learn more →Frequently Asked Questions
What does hospitality CX consulting include?
Can you help us improve our online review scores?
How do outsourced reservation agents match our service standards?
What metrics should hospitality brands track for CX performance?
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Book a free 15-minute discovery call. No pitch, no commitment.
Book a Free 15-Min Consultation