Hotel & Travel Backend Support
We invest heavily in training our voice, chat support, and backend teams to ensure they are experts in the hotel and travel domain. Our training programs focus on:
- Reservation Management
- Seamless Booking: Our agents handle reservations efficiently, from direct bookings to third-party platform integration.
- Cancellation Handling: We manage cancellations and booking modifications to avoid overbooking and room conflicts.
- VIP & Group Reservations: Specialized service for high-profile clients and group bookings, ensuring personalized attention.
- Real-Time Updates: Instant confirmations and updates sent to guests and internal teams for improved transparency.
2. Inquiry Handling
- Guest Support: Answering queries on room availability, amenities, and hotel policies, helping guests make informed decisions.
- Pre-Stay Assistance: Addressing all inquiries before booking to boost conversion rates.
- Service Coordination: Liaising with internal teams (housekeeping, concierge) for quick responses to guest requests.
- Multilingual Support: Global, multilingual agents offer inquiry handling, expanding your hotel’s reach.
3. Post-Stay Follow-Up
- Guest Feedback Collection: Post-checkout outreach for feedback, helping to improve services.
- Loyalty Programs: Sharing loyalty rewards and future offers to encourage repeat business.
- Reputation Management: Encouraging positive reviews to boost online reputation.
- Complaint Resolution: Addressing post-stay concerns to turn negative feedback into positive resolutions.
4. Marketing & Social Media Management
- Assisting with online reputation management through responses to reviews (TripAdvisor, Google, etc.)
- Managing social media accounts with regular posts, guest interactions, and promotions
- Creating content for seasonal offers, local events, and special packages
- Benefits: Strengthening the hotel’s online presence, boosting bookings, and guest engagement
Why Choose us? What’s in it for You?
Training Management
We invest heavily in training our voice, chat support, and backend teams to ensure they are experts in the hotel and travel domain. Our training programs focus on:
Industry-Specific Knowledge
Each team member undergoes comprehensive training on the specific needs of the hotel and travel industry, including reservation management, customer inquiry handling, and post-stay follow-ups.
Customer-Centric Communication
We provide advanced training in customer service best practices, ensuring our teams are skilled in handling inquiries, resolving issues efficiently, and maintaining a friendly, professional tone in all interactions.
Technical Expertise
For backend services, our team receives specialized training in managing databases, processing reservations, and using the latest tools and technologies, ensuring smooth and efficient operations.
Process-Based Assessments & Nano Training Workshops
We conduct weekly process-based knowledge assessments to ensure our teams stay up to date. These assessments help us gauge the team's understanding of current processes, identify any knowledge gaps, and provide immediate feedback.
By partnering with SHIMNS Global, you benefit from:
- A highly trained support team that knows your industry inside and out.
- Consistent, high-quality service through ongoing monitoring and coaching.
- Enhanced brand visibility through expert social media and digital marketing efforts.”
- This covers all aspects of your training, quality, and marketing efforts, positioning SHIMNS Global as a well-rounded service provider in the hotel and travel domain.
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Let’s create something extraordinary together
Schedule a free consultation with our team and let’s make things happen!
