BPO Solutions – Hospitality
Florida is the premier tourist destination in the United States, projected to welcome over 140 million visitors by 2025. MG Services combines BPO services for guest care, revenue management, and specialized administration of hotel facilities.
Our BPO solutions for the hospitality and tourism sectors optimize the guest experience and reduce operational costs (by up to 50%), enabling hotels to increase direct bookings and enhance their efficiency.
Experience Quality and Compliance with Us
Reservations & Revenue Mgmt.
Management of hotel reservations and optimization of rates to maximize Revenue Per Available Room (RevPAR). Combines sales skills, market analysis, and CRM.
WHAT’S INCLUDED:
DAILY/WEEKLY REPORTING: Pickup reports, occupancy forecasts, ADR, RevPAR, pace vs. previous year, and OTA production by channel.
RESERVATION MANAGEMENT: Handling of incoming reservation requests. Verification of availability within the PMS. Confirmation and issuance of vouchers.
UPSELLING AT THE TIME OF BOOKING: Offering room upgrades, early check-in, late check-out, and special packages. Increases ADR by 8–15%.
OTA MANAGEMENT: Monitoring and updating availability and rates across Booking.com, Expedia, Airbnb, Hotels.com, and VRBO via the channel manager. Rate parity management and prevention of overbooking.
REVENUE MANAGEMENT: Analysis of occupancy, daily pickup, competitor benchmarking (STR reports), and local demand analysis (events, conferences, seasonal trends). Recommendations for rate adjustments.
GROUPS AND EVENTS: Receipt and follow-up of group RFPs. Preparation of price quotes. Coordination with the hotel regarding group contracts.
CANCELLATION MANAGEMENT: Processing of cancellations and modifications in accordance with hotel policy. Customer retention efforts through the provision of alternative options.
Multilingual Guest Services (CX)
Guest support before, during, and after their stay across all channels: phone, email, WhatsApp, website chat, and the hotel app’s messaging system.
WHAT’S INCLUDED:
LOYALTY & RETENTION: Identification of frequent guests. Personalized communication regarding return offers. Management of the loyalty program, if applicable to the hotel.
PRE-STAY COMMUNICATION: Automated delivery of a welcome email including confirmation, check-in instructions, and upsell options.
REMOTE CONCIERGE: Recommendations for restaurants, tours, activities, and transportation. Reservations made on behalf of the guest. Coordination with local vendors (restaurants, tour operators).
REQUEST HANDLING: Addressing in-stay requests—additional pillows, towels, room service, room maintenance. Coordination with the appropriate hotel department.
COMPLAINT RESOLUTION: The agent listens to the complaint, offers a sincere apology, provides an immediate solution within the client’s established parameters, and escalates the issue if the guest remains unsatisfied.
POST-STAY: Satisfaction survey sent 24 hours after check-out. Management of negative feedback on TripAdvisor and Google Reviews—personalized responses provided within 24 hours.
LANGUAGES: Service provided in English and Spanish as standard; Portuguese and others available upon request.
Hotel Back-Office (AP/AR/Payroll)
Management of the hotel’s administrative and financial functions: accounts payable, accounts receivable, reconciliations, payroll, and financial reporting. This allows the hotel management team to focus on operations and the guest experience.
WHAT’S INCLUDED:
COORDINATION WITH EXTERNAL CPA: Preparation of complete documentation for annual tax filings. Assistance with external audits.
ACCOUNTS PAYABLE (AP): Receipt and verification of invoices from hotel vendors. Confirmation that billed services match those received. Recording in the accounting system and scheduling of payments according to terms.
ACCOUNTS RECEIVABLE (AR): Invoicing of corporate clients and agencies with credit accounts. Follow-up on overdue accounts and sending of reminders. Management of invoice disputes. Monthly AR aging reporting.
DAILY REVENUE RECONCILIATION: Verification that revenue reported in the PMS matches bank deposits and OTA reports. Identification and correction of commission discrepancies for Booking.com, Expedia, and other channels.
HOTEL PAYROLL: Processing of hotel staff payroll. Compliance with Florida labor regulations for the hospitality industry.
OPERATIONAL COST CONTROL: Monthly tracking of costs by department. Comparison against budget and against the previous month. Identification of significant variances to facilitate corrective action by management.
MONTHLY FINANCIAL REPORTS: Hotel P&L in standard format. Delivered by the 8th of the following month. Includes key hotel KPIs.
PreStay & PostStay Comunication
Proactive and personalized communication with guests before and after their stay to maximize satisfaction, increase upsell revenue, and actively manage the hotel’s online reputation.
WHAT’S INCLUDED:
LOYALTY AND RETENTION PROGRAM: For guests who depart satisfied, a follow-up email is sent two weeks later featuring an exclusive return offer. The guest database is segmented by visit frequency to facilitate personalized email marketing campaigns.
PRE-STAY CONFIRMATION EMAIL (immediately after booking): Automated email containing booking details, hotel policies, access to online pre-check-in and arrival information.
PRE-STAY UPSELL (7 days prior to arrival): Message featuring a personalized offer for a room upgrade, early check-in, late check-out, and others services. The tone is service-oriented, not pushy or sales-driven.
PRE-STAY REMINDER (48 hours prior): An early welcome message including the local weather forecast, destination recommendations, amenity operating hours, and the name of the designated concierge contact. If the guest has any special requests on file, the message confirms that these arrangements are in place.
POST-STAY SURVEY (24–48 hours after check-out): A brief satisfaction and NPS survey. For guests with a high satisfaction score (4–5), a polite invitation to leave a review on TripAdvisor or Google.
NEGATIVE REVIEW MANAGEMENT: For guests with a low satisfaction score (1–3), a personal outreach from an analyst to understand the complaint, offer sincere apologies, and propose compensation in accordance with hotel policy. Objective: to convert detractors into neutral parties or promoters.
Group Sales & Events Coordination
Management of the sales process and operational coordination for groups, congresses, weddings, corporate retreats, and private events.
WHAT’S INCLUDED:
POST-EVENT FOLLOW-UP: Reconcile the final invoice with the organizer. Administer a satisfaction survey. Propose a contract for the following year if the event is recurring.
RFP RECEIPT AND QUALIFICATION: When a company, event agency, or private individual requests space for a group, the agent receives the RFP and qualifies it based on: dates, number of attendees, event type, approximate budget, and A/V and F&B requirements.
QUOTE PREPARATION: Check availability in the PMS, verify meeting spaces available on the requested dates, and prepare a customized commercial proposal.
PROPOSAL FOLLOW-UP (PIPELINE MANAGEMENT): Actively follow up on all submitted quotes. Conduct an initial follow-up call 48 hours after sending the proposal. Update the pipeline within the hotel’s CRM.
NEGOTIATION AND CLOSING: Manage price and terms negotiations with the event organizer. Adjust the proposal based on feedback. Coordinate with hotel management to approve discounts falling outside the standard range.
CONTRACT MANAGEMENT: Draft the group contract, incorporating all agreed-upon details. Facilitate digital signing.
PRE-EVENT COORDINATION: 2–4 weeks prior to the event, coordinate with the organizer to confirm details. Conduct a pre-event briefing with the hotel team.
Medical Tourism Coordination
Specialized service for hotels, clinics, and medical tourism operators in Florida. Coordination of travel, accommodation, and medical procedures for medical tourists.
WHAT’S INCLUDED:
INTERNATIONAL BILLING: For patients holding health insurance from another country, coordination of documentation required for international reimbursement.
TOURIST PATIENT INTAKE: Collection of medical information, insurance details, procedure type, dates, and accommodation preferences. Verification of documentation required by the clinic.
HOTEL-CLINIC COORDINATION: Communication between the hotel and the medical provider to align check-in/check-out times, transport to the medical center, and post-procedure room requirements.
ARRIVAL LOGISTICS: Coordination of airport transfers, express check-in, procedure information, and transport to the clinic. Preparation of a welcome kit (including city information and hotel or hospital menus, where applicable).
SUPPORT DURING THE STAY: Serving as the patient’s primary point of contact throughout their entire stay. Handling of non-medical emergencies. Coordination of pharmacy runs, special food deliveries, and family support.
FAMILY COMMUNICATION: Whether the patient traveled alone or with a companion, providing regular updates on the status of the procedure (coordinated with the clinic).
POST-STAY FOLLOW-UP: Satisfaction survey conducted one week after the patient’s return. Coordination of remote follow-up consultations (telehealth). Management of medical documentation for the patient’s physician in their home country.
Our People make your Business Grow
Ensuring the quality of the process is our responsibility, which is why it’s crucial to make sure we hire the best Talent. Our services enable you to reallocate internal resources toward strategic objectives, such as service development and sales.
Ops. Flexibility
It enables rapid adaptation to fluctuations in guest demand and hotel occupancy.
Cost Reduction
Significant reduction in costs related to hiring, labor, staff turnover, and training.
Better Service
Faster, personalized service focused on strengthening customer loyalty.
Expert Staff
Access to specialized knowledge and tools that would be more costly.
Ready to talk with us?
With our simple pricing model and flexible offering, our general and operational services outsourcing teams can help you transform your daily operations. Let’s discuss how our services can drive your business growth.
