About Guest Squad
Hospitality Support Built for the Hours Your Team Cannot Cover
Guest Squad provides human guest operations support for hotels, boutique properties, resorts, serviced apartments, and short-term rental operators.
Guest Squad is a human guest operations support service for hotels, boutique properties, resorts, serviced apartments, and short-term rental operators. The service covers reservation calls, guest messages, OTA inboxes, after-hours support, front desk overflow, and back-office guest operations using trained agents, property-specific briefing, escalation rules, and quality review.
Why We Exist
Why Guest Squad Exists
Independent hotels and smaller property operators are expected to deliver the same response speed as large brands, often without the same staffing model. Guests call after hours, send OTA messages before booking, ask check-in questions on weekends, and expect answers across every channel.
The problem is rarely the property itself. It is the gap between when guests need a real answer and when a trained person is available to give one. Most independent operators have one person at the desk and a voicemail box, while large brands have dedicated reservations teams and round-the-clock OTA inbox management.
Guest Squad was built to close that gap with human support, not generic scripts or software pretending to be hospitality. Agents work inside your existing systems, follow your property policies, and cover the hours and channels your team cannot reliably staff.
How We Operate
A dedicated team, built around your operation.
Guest Squad is a focused hospitality operations service built around the guest communication gaps that independent hotels, serviced apartments, resorts, and short-term rental operators face every day: missed calls, unanswered guest messages, slow OTA replies, after-hours gaps, and front desk overload.
Every service decision starts with how hospitality properties actually operate. The team is built exclusively around guest-facing operations.
Our Approach
Support for Your Team, Not a Replacement for It.
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.
Client Outcomes
What this means for your property.
- Guests receive answers based on your actual policies, not generic scripts.
- Your team controls escalation rules and decides what gets routed, logged, or actioned immediately.
- Every interaction is logged with context and outcome so your team has full visibility.
- Quality review improves consistency over time without requiring your supervision.
- Guest Squad supports your operation without taking over your front desk, pricing decisions, guest compensation decisions, or on-site responsibilities.
Agent Standards
Agent Standards and Hospitality Training
Guest Squad agents are prepared before they handle guest communication. Training covers hospitality tone, PMS workflows, OTA platforms, guest-message handling, escalation judgment, property-specific rules, and brand voice expectations. No agent is assigned to a property until they understand the property’s operating instructions, guest policies, escalation contacts, and communication standards.
Hospitality or Customer-Service Background
All agents hold prior hospitality or customer-service certification before they are considered. Industry background is a requirement, not a preference.
Guest Squad Training Program
Before handling guest interactions, every agent completes our structured training: PMS workflows, OTA extranets, escalation protocols, and brand voice standards specific to hospitality.
Supervised Practice Before Live Coverage
No agent handles a live guest interaction until they have completed a supervised practice period and passed our internal certification review.
Property-Specific Briefing
Agents are briefed on each property they support: your rates, policies, brand voice, and the questions your guests actually ask, before the first interaction.
Ongoing Policy and Procedure Updates
Training is not one-time. Agents are updated when properties change policies, rates, or seasonal procedures so accuracy does not drift between onboarding and peak season.
Escalation Judgment
Knowing what not to handle is as important as handling what you can. Agents are trained specifically on escalation judgment, not just response scripts.
Quality Assurance
Quality Review and Operational Visibility
Every Guest Squad interaction is logged with context, outcome, and escalation status. Client teams can review activity, understand what was handled, and see where issues were routed. Quality review is built into the operating model.
Interaction Logging
Every call and message handled by Guest Squad is logged, tagged by type and outcome, and available for your team to review at any time. Nothing happens in your guest channels that you cannot see.
Weekly Quality Review
A sample of every agent's interactions is reviewed weekly against a structured scorecard covering response accuracy, tone and brand alignment, escalation judgment, and resolution time.
Coaching and Correction
When an interaction falls below standard, it is flagged, reviewed with the agent, and corrected before the next shift. Issues are not left to recur.
Client Reporting
Monthly performance summaries covering response times, escalation rates, and volume trends are available to clients on request.
QA Scorecard Covers
- Response accuracy against your property policies
- Tone and brand voice alignment
- Escalation judgment: handled vs. routed correctly
- Resolution time against channel benchmarks
- Guest experience outcome where determinable
- Compliance with your escalation protocol
Data and Privacy
Data Handling Based on Your Property Policies
Guest Squad agents follow the data-handling rules your property sets for guest communication. Your policies define what can be confirmed, what requires guest verification, what must be escalated, and what information cannot be shared.
Access to your PMS, OTA accounts, and guest data is provisioned by your team during onboarding and can be revoked by your team at any time. Guest Squad does not retain access after an engagement ends.
See our Privacy Policy and Terms of Service for full detail on how data is handled, stored, and protected.
Property Policy First
Your property's data and privacy policies are the operating standard. Agent behaviour is trained to follow them, not to apply Guest Squad defaults in their place.
Need-to-Know Access
Agents access guest information only for the interactions they are actively handling. Broader data browsing is not part of the workflow.
No Cross-Property Data Sharing
Guest and booking information from your property is never visible to agents covering other properties and is never used for any purpose beyond your active engagement.
Access Controlled by Your Team
System credentials are provisioned by your team and revoked by your team. Guest Squad does not retain access to your systems after an engagement concludes.
Scope of Service
What Guest Squad handles. What your property controls.
Guest Squad Handles
- Inbound calls and guest messages
- OTA inbox management
- Routine reservation questions
- After-hours guest support
- Escalation routing
- Interaction logging and client reporting
Your Property Controls
- Pricing and rate decisions
- Guest compensation and goodwill policies
- Final financial approvals
- On-site physical response
- Guest safety and security decisions
- PMS and OTA account access permissions
Who We Serve
Who Guest Squad Supports
Guest Squad is built for properties that need better guest communication coverage without adding another full-time shift. This includes independent hotels, boutique properties, resorts, serviced apartments, Airbnb and Vrbo operators, short-term rental managers, and lean multi-property teams. See the full list of services we cover, or view pricing.
Guest Squad at a glance
- Company
- Guest Squad
- Parent company
- Raptric LLC
- Category
- Hospitality guest operations support
- Services
- Call answering, reservations, messaging, OTA inboxes, after-hours, back-office operations
- Serves
- Hotels, boutique properties, resorts, serviced apartments, STR operators
- Coverage
- 24/7 human support — no bots, no automated scripts
About Guest Squad
Common Questions About Guest Squad
Who operates Guest Squad?
Guest Squad is a hospitality guest operations service with a team built exclusively for guest-facing operations: reservation calls, messaging, OTA inboxes, after-hours coverage, and back-office support for hotels, boutique properties, and short-term rental operators.
How are Guest Squad agents trained?
All agents hold prior hospitality or customer service certification before joining. They then complete Guest Squad's own pre-live training covering PMS workflows, OTA platforms, escalation protocols, and brand voice standards specific to hospitality. No agent handles a live guest interaction until they have passed our internal certification and completed a supervised practice period.
How does Guest Squad protect guest and booking data?
Guest data is handled in line with your property's own policies. Beyond that, Guest Squad applies a need-to-know access model: information is accessed only for active interactions, not stored beyond operational requirements, and never shared across client properties. Access to your systems is provisioned and revoked by your team.
What types of properties is Guest Squad built for?
Independent hotels, boutique properties, resorts, serviced apartments, Airbnb hosts, Vrbo operators, and short-term rental managers, typically from a single property up to a small portfolio.
Is Guest Squad a software platform or a human support service?
Human support service. Guest Squad is not a software product or AI tool. Every guest interaction is handled by a trained person working inside your existing systems, not a bot generating automated responses.
Does Guest Squad work with any PMS or booking system?
Guest Squad agents are trained on the PMS or booking system your property already uses. During onboarding, your team provisions access and agents are briefed on your specific setup. No new software is required.
Can Guest Squad support a portfolio of properties?
Yes. Guest Squad works with operators managing multiple properties, including hotel groups, serviced apartment portfolios, and short-term rental managers with several listings. Each property is briefed separately with its own escalation rules and communication standards.
How does Guest Squad handle an escalation?
Escalation rules are documented and agreed before coverage begins. When a situation falls outside the agreed handling scope (a complaint requiring owner approval, a safety issue, a rate dispute), the interaction is immediately routed to your designated escalation contact using the method and priority level you specify. Coverage for overnight escalations is handled under after-hours support and back-office operations depending on scope.
Why do independent hotels choose Guest Squad over a generic call center?
Generic call centers handle volume across many industries. Guest Squad is built exclusively for hospitality: agents are trained on OTA platforms, PMS workflows, hotel escalation protocols, and the tone independent properties expect in guest-facing communication. See how we compare in our hotel answering service vs call center guide.
Ready to talk? Contact us or view pricing.
See Where Guest Squad Fits Into Your Operation
Book a coverage review and we will map your current guest communication gaps, the channels you need covered, and the escalation rules your team would keep control of.
Qualified properties can start with a 2-week pilot before moving into month-to-month coverage.