Hospitality · Reservations and guest reactivation
Reservations answered.Past guests brought back.
A reservations desk and guest reactivation programme for hotel and motel owners in the US and Canada. We answer the calls your front desk misses, and we call the past guests nobody has called.
“Do you have two rooms for Saturday?”
Human agent
Working…
- “Do you have two rooms for Saturday?”
- “It's midnight. Is anyone there?”
- “Sure, I have two minutes for a survey.”
- “What's the offer for coming back?”
- “I need to move my reservation to Sunday.”
- “Please take me off your list.”
Built for
- Owner-operators with several properties
- Hotel and motel groups
- Third-party management companies
- Properties with thin front-desk cover
- Owners holding a past-guest list
Services
Two programmes. One guest experience.
An inbound desk for the calls you receive, and an outbound programme for the guests you already have. Start with either.
- 01Outbound
Guest survey and reactivation
We call past guests, collect feedback on their stay, thank them with loyalty points for hearing a return-stay offer, and book the stay on the call.
- A post-stay survey that feeds the property
- Points or rewards designed with you
- Booking on the call, with a campaign code
- Consent and do-not-call checks before dialing
- 02Inbound
Reservations overflow and after-hours
We answer what the front desk misses or cannot take: evenings, nights, weekends and the busy hours around check-in.
- Bookings, changes and cancellations
- Room-type upsell where it suits the guest
- Worked in your booking system
- Notes left for the property team
- 03Dedicated
Full reservations desk
A dedicated team working as an extension of the property or group, handling reservations and general guest calls across every location.
- One team for all properties
- Each call tagged to the right location
- Trained on your rates and policies
- A weekly report on answered and missed calls
- 04Optional
After-hours AI line
For smaller operators, an AI agent answers routine booking calls around the clock and passes anything unusual to a person.
- Always answered, at any hour
- Routine bookings and property questions
- Hand-off to a person for exceptions
- A sensible first step for a single property
The reactivation call
The survey is the reason to call. The offer is the reason to come back.
How one outbound call moves from a past guest's feedback to a booked return stay, with every step recorded.
Trigger
Agent: "We're calling about your stay with us last spring. Do you have two minutes?"
If the guest declines
- Thanked→
- Feedback kept→
- Suppressed if asked→
- No repeat call
- 1
List prepared
Consent basis checked · do-not-call lists scrubbed
- 2
Guest reached
Recording disclosed · permission to continue
- 3
Survey
A few short questions about the last stay
- 4
Thank-you
Loyalty points for hearing the offer
- 5
Return-stay offer
Dates, package or seasonal rate
- 6
Booked on the call
Campaign code keyed in the booking system
- 7
Logged
Feedback to the property · result to the weekly report
Inbound and outbound
Answer every booking call. Call the guests you already have.
Inbound desk
- New reservations
- Availability questions
- Changes
- Cancellations
- Room-type upsell
- Group enquiries
- After-hours calls
- Overflow at peak
Outbound programme
- Post-stay surveys
- Loyalty points
- Return-stay offers
- Seasonal packages
- Booking on the call
- Feedback to the property
- Opt-out handling
- Weekly results
Attribution
Results you can trace back to a call.
Every booking from the programme has its own line, code and redemption, measured against a baseline taken before we start.
- 01
Baseline of repeat bookings recorded
- 02
Dedicated booking line and offer code set up
- 03
Calls made, offers accepted, stays booked
- 04
Weekly report of attributed room nights and answered calls
Whether a room night is truly additional depends on occupancy and season at each property. We report against the baseline and do not assume it.
What we report
A weekly report an owner can read in two minutes.
The same figures every week, for each property, from the first week of the programme.
01
Dials and guests reached
02
Offers accepted
03
Stays booked
04
Room nights attributed
05
Redemptions
06
Inbound calls answered
07
Calls missed
08
Survey themes
How the programme is protected
01Consent with the list
Guest lists come with their consent basis, and are checked against do-not-call registries before dialing.
02Recording disclosure
Disclosure sits at the top of every script and is checked in quality reviews.
03Calling hours
Outbound calls are placed only inside permitted hours in the guest's own time zone.
04Card data
Pilots run without taking card details on calls. Where payment by phone is needed, keypad entry keeps card numbers away from the agent.
05Attribution agreed first
The dedicated line, the offer code and the baseline are in place before the first call.
06Seats sized from volume
Inbound seats are sized from your call data first. Outbound uses the capacity that remains.
Insights
How the work is actually done.
Practical notes on process, written by the people who run it.
- Guest reactivation6 min read
The survey-to-offer call: how guest reactivation works
A past-guest list is one of the most underused assets a hotel owner has. How a survey call turns into a return-stay booking, step by step.
Read the article - Operations5 min read
Sizing a reservations desk: start with call volume, not headcount
How many people does it take to answer a property's calls? The inputs that decide it, a simple way to estimate, and why inbound is sized before outbound.
Read the article - Measurement5 min read
Proving it worked: attribution for a guest reactivation programme
A reactivation programme that cannot show which bookings it produced cannot be judged. Five inexpensive measures that make the results traceable.
Read the article - Inbound cover5 min read
After-hours and overflow: answering the calls the front desk can't
A front desk is there to look after the guests in the building. What happens to the phone at check-in time and at midnight, and how to cover it without adding to the desk.
Read the article
The process
What each stage produces.
Six stages. The seat count, the scripts and the way results are measured are all settled before the first call is made.
More from Prime Ad Solutions
Find out how many calls go unanswered.
Share your call volumes and what your front desk covers today. We will size the desk from your numbers and outline a pilot with attribution built in.