HOTELS / REMOTE GUEST CARE
Guest questions don’t end
when the evening shift does.
Remote customer care for hotels: help guests with reservation questions, arrival information, and messages during the hours you choose, including overnight.
Choose your agents, channels, and coverage. Get pricing for your requirements.
WHAT YOUR TEAM CAN HANDLE
- Reservation inquiries and approved changes
- Arrival details and property information
- Guest calls, email, and live chat
- Documented handovers to your property team
A familiar voice.
A clear handover.
Your property details, booking policies, check-in instructions, guest tone, and escalation contacts become the team’s working guide.
This is remote guest support. Physical check-in, security, night audit, and on-site emergencies remain with your property team. Agree which systems and actions agents may access before launch.
How training and quality reviews workILLUSTRATIVE CUSTOMER WORKFLOWS
From the first question
to the right next step.
These examples show how the work can be scoped. Your proposal confirms tasks, tools, permissions, and escalation rules.
| Customer request | What the team can handle | Where it goes next |
|---|---|---|
| A guest is arriving after midnight. | Share your approved late-arrival instructions and note the expected arrival. | Notify the on-site contact when access or a physical handover is needed. |
| A caller wants to change a booking. | Review the booking and explain the approved amendment policy. | Route exceptions, rate decisions, or restricted changes to your reservations team. |
| A guest reports an issue in the room. | Record the details and follow your agreed priority and notification process. | Contact the designated on-site team; agents cannot provide physical assistance. |
YOUR STANDARDS, BEFORE THE FIRST CALL
Overnight coverage starts
with the right instructions.
Share your property’s time zone, guest languages, overnight call patterns, and who is on site. We’ll discuss a shift plan and how unresolved requests reach the next team.
Before launch, agree on approved guest information, response expectations, access permissions, and an escalation contact for every covered shift. Coverage and language availability are confirmed in the proposal.
From agent selection to launchPLAN WITH CONFIDENCE
Your questions,
answered.
Can Globagora cover overnight guest inquiries?
Yes, you can request overnight, weekend, or extended-hours support in your property’s time zone. Staffing and coverage are confirmed after reviewing demand and the responsibilities of your on-site team.
Does this replace an overnight front desk employee?
No. Agents provide remote phone, email, and chat support within an agreed scope. Physical guest assistance, building access, safety, and on-site duties require your own arrangements.
Can agents use our reservation system?
Tell us which reservation and guest messaging systems you use. We review access, training, permissions, and any software costs before confirming the service.
How is hotel support priced?
Your proposal reflects channels, hours, languages, expected demand, and team size. Volume pricing is considered for larger teams; there is no universal hourly rate.
YOUR TEAM. YOUR STANDARDS.
Let’s plan your
customer care.
Tell us where you need help. We’ll discuss the scope, then prepare a custom proposal.
Request a customer care proposalNo payment required to inquire. Pricing follows your scope.