Guest Operations Support
24/7 Hotel Guest Support for Properties That Can’t Afford Missed Bookings
Guest Squad handles reservations, guest messages, OTA inquiries, callbacks, upsells, and after-hours support, so your front desk stays focused on in-house guests.
Support, overflow & after-hours coverage. Never a replacement for your team.
Channels and platforms we cover
OTA inboxes, PMS systems, and guest messaging channels — we work inside your existing stack.
Guest Squad provides 24/7 human guest operations support for hotels, boutique properties, resorts, serviced apartments, and short-term rental operators. The service covers reservation calls, guest messages, OTA inboxes (Booking.com, Expedia, Airbnb), after-hours front desk coverage, and guest communication gaps, without requiring an additional full-time hire or a change to your existing systems.
Not sure what level of coverage you need?
The Problem
Every unanswered call or message is a guest deciding somewhere else.
After hours, nobody answers
A booking inquiry at 11pm waits until morning. By then, the guest has booked elsewhere.
OTA inboxes pile up
Booking.com and Expedia messages sit unread while your team handles in-person guests.
Front desk is stretched thin
Check-ins, housekeeping, and phones compete for the same two people at the desk.
What We Cover
Guest operations, end to end.
Pick full coverage or only the gaps your team can't currently fill.
Hotel Answering Service
24/7 hotel call answering for reservation questions, guest requests, and general inquiries, with every call answered by a trained person, not a phone tree.
Vacation Rental Answering Service
24/7 answering and messaging coverage for Airbnb, Vrbo, and short-term rental operators, built for hosts who can't be on call around the clock.
Reservation Support
Inbound and outbound reservation calls, quotes, and bookings handled with your rates, policies, and tone, every time the phone rings.
Guest Messaging
SMS, WhatsApp, email, and in-app guest messages answered promptly across the full stay journey, from inquiry to checkout.
OTA Inbox Management
Booking.com, Expedia, and Airbnb inboxes monitored and answered, so OTA leads convert before they go cold.
After-Hours Hotel Support
Overnight and weekend front-desk coverage for calls and messages your on-site team can't take outside working hours.
Airbnb Guest Support
Round-the-clock guest support for short-term rental hosts and serviced apartment operators, with check-in help, issues, and FAQs handled.
Back-Office Guest Operations
Night audit, OTA reconciliation, and guest-billing support handled daily, so revenue leakage gets caught instead of buried in next month's close.
The same standard of care your front desk gives in person, extended to every channel, every hour.
The Difference
Not a generic call center.
Most outsourced support is built for volume, not hospitality. We built ours the other way around.
Generic call center
- Shared agents juggling unrelated industries
- Scripted answers with no property knowledge
- No visibility into what was actually said
- Treated as a cost center to minimize
Guest Squad
- Agents trained specifically on your property and policies
- Familiar with hospitality terms, rate logic, and OTA workflows
- Every call and message logged and reported back to you
- Treated as an extension of your front desk, not a vendor
How It Works
Technology routes it. People handle it.
We use software to make sure nothing is missed, but every guest conversation is handled by a trained person, not a bot.
Who We Work With
Built for every kind of guest operation.
Independent Hotels
Full reservation, messaging, and after-hours coverage.
Boutique Properties
Brand-matched tone across every guest touchpoint.
Resorts
High-volume call and message handling across departments.
Serviced Apartments
Check-in coordination and guest support without front desk staffing.
Airbnb & Short-Term Rentals
24/7 host-side guest support across multiple listings.
How We Work
Live in days, not months.
Step 1
Discovery call
We learn your property, systems, SOPs, and where guests are currently falling through the cracks.
Step 2
Setup & training
Your account is briefed on your PMS, rates, policies, and brand voice before a single guest is contacted.
Step 3
Go live
Coverage begins on the channels you choose: calls, messages, OTA inbox, or after-hours only.
Step 4
Reporting & refinement
You receive regular reporting on volume, response times, and recovered revenue, with adjustments as needed.
Start with a no-obligation pilot review
We’ll review your calls, guest messages, OTA inboxes, after-hours gaps, and escalation needs, then recommend whether a 2-week pilot is the right fit.
Our Commitments
What every client gets from day one.
Live in 5 business days
From signed agreement to first live guest interaction. We brief agents on your property, rates, and policies before we touch a single call.
Enterprise BPOs take months.
Hospitality-trained staff, ready for your guests from day one.
Every team member reviews your past guest Q&A, rates, policies, and brand voice before going live. Prepared for your property, not a generic script.
Built around your operation, not a shared call center pool.
Every interaction logged
Every call, message, and OTA reply is documented and included in your weekly report. Nothing handled off the record.
Most services report call counts, not outcomes.
No contracts. No lock-in.
Plans are month-to-month with 30 days notice. We would rather earn your business through performance than hold you to a term.
Some providers require 6–12 month commitments upfront.
These are not benchmarks. These are commitments we make to every client from day one.
What early operators say about Guest Squad
We were losing reservation calls every night after 10pm. The pilot showed us exactly what was being missed — and within the first week it was clear coverage was working. We continued month-to-month after.
General Manager, 48-room boutique hotel
Southeast US
Our OTA response times were hurting our ranking on Booking.com. Guest Squad took over the inbox during the pilot and we saw the response window drop significantly. The weekly report made it easy to verify.
Owner-operator, serviced apartment portfolio
UK
I didn't want to hire another front desk shift just for overflow. The pilot let us test whether a coverage service could actually follow our property's tone and escalation rules before we committed to anything.
Operations Manager, independent resort
Pacific Northwest
Pricing
Three ways to get started.
Every plan starts with a conversation about your property, not a sales pitch.
Starter
After-hours and overflow coverage for a single property.
Independent hotels & boutique properties
Growth
Full guest-operations coverage across calls, messages, and OTAs.
Multi-property groups & resorts
- Everything in Starter
- 24/7 reservation support
- OTA inbox management
- Callback & lead recovery
- Upsell & revenue support
- Weekly performance reporting
Custom
Tailored coverage for large portfolios or unique operating models.
Hotel groups, management companies & STR portfolios
- Everything in Growth
- Dedicated account structure
- Custom SOPs & escalation paths
- Back-office guest operations
- Priority onboarding
Qualified properties can start with a 2-week no-obligation pilot before moving into month-to-month coverage.
What every client gets from day one.
- 5-business-day setup
- Property-specific briefing
- Written escalation rules
- Weekly reporting
- Human response, not generic scripts
- 2-week pilot available for qualified properties
Before we handle a single guest call or message, we document your rates, policies, escalation contacts, guest tone, and brand voice. Nothing goes live until your team has reviewed the coverage brief and approved how Guest Squad should handle and escalate guest situations.
Common Questions
What hotels usually ask before getting started.
What does Guest Squad do?
Guest Squad provides 24/7 human guest operations support for hotels, boutique properties, resorts, serviced apartments, and short-term rental operators. The service covers reservation calls, guest messages, OTA inboxes, after-hours front desk support, front desk overflow, and guest communication gaps, without requiring an additional full-time hire.
Is Guest Squad a hotel call center?
No. Guest Squad is a guest operations service built specifically for hospitality, not a generic call center that also handles hotel calls. Agents are trained on hotel systems, OTA workflows, and the tone independent properties want their guests to experience.
Which guest channels can Guest Squad cover?
Phone calls, SMS, WhatsApp, email, Booking.com, Expedia, and Airbnb inboxes, and in-app messaging from supported PMS or guest-messaging platforms. Coverage is built around your existing channels, not a new system you have to adopt.
What types of properties use Guest Squad?
Independent hotels, boutique properties, resorts, serviced apartments, Airbnb hosts, Vrbo operators, and short-term rental property managers, typically from a single property up to a small portfolio.
Does Guest Squad replace our front desk team?
No. Guest Squad is designed to extend your front desk, not replace it. We handle overflow, after-hours, and the channels your on-site team does not have time to monitor, so the people you have hired can focus on the guests in front of them.
How quickly can Guest Squad go live?
Most clients are live within 5 business days of signing. Onboarding covers your rates, policies, PMS access, escalation rules, and brand voice before any agent handles a guest interaction.
Tools and Resources
Find and fix your guest coverage gaps.
Stop losing bookings to silence.
Book a coverage review and see exactly how Guest Squad would cover your reservations, messaging, and after-hours calls.
Qualified properties can start with a 2-week pilot before moving into month-to-month coverage.