Reservation Support Service FAQ
Reservation line, especially on the hotel and tourism side; It is the heart of all requests from website, OTA, phone, email, WhatsApp and chat. Small mistakes at this point;
- •missed reservation,
- •incorrect price or room information,
- •risk of overbooking,
- •communication gap and low satisfaction
On this FAQ page, we address the most frequently asked questions about Reservation Support Service, focusing on reservation process management via phone, e-mail and chat, PMS and OTA integration and sales-oriented script structures.
Brief Summary
Reservation Support Service; It is a reservation call center model that collects reservation requests from the hotel's telephone, e-mail, WhatsApp, web chat/form and OTA message boxes in a single professional process, manages them with sales-oriented scripts and processes them accurately and completely into the PMS. The main purpose of this model is; To reduce missed calls and requests, to standardize accurate price/room information, to establish follow-up discipline and to reduce the risk of overbooking. In best practice, the team works with authorized users on the PMS; It sees availability, campaigns, room types and rules from the system, opens reservations/options, manages change-cancellation processes and writes all notes to PMS. Thus, no matter what channel the guest comes from, the question of "who looked and what happened" is eliminated; The field load of the reception decreases and direct booking conversion increases. Operational success; It becomes sustainable with clear SLAs (response time), shift plan (busy hours/season), script + training (objection handling, upsell/cross-sell), handover rules with the in-house team and regular performance reporting (response, offer rate, conversion, revenue, missed call and overbooking/error rate).
Brief Summary
Reservation support service; It is a professional reservation line that manages phone, e-mail, WhatsApp, chat and OTA requests in a sales-oriented manner, processes them completely into the PMS, and reduces missed reservations.
Frequently Asked Sample Queries
- What is the reservation support line?
- How to increase phone booking conversion?
- Who should manage OTA messages?
- How does the reservation support team work with PMS?
What is Reservation Support Service?
What exactly is the booking support line?⌄
Reservation support line; It is a call center model that professionally meets the reservation requests your hotel receives via phone, e-mail, WhatsApp, web form and chat, manages them with sales-oriented scripts and processes all reservations accurately and completely through PMS.
What is the difference between reservation support service and classic reception/reservation processes?⌄
In the classic model, the reception or a small reservation team tries to manage both the on-site operation </li>• </ul>at the same time. In the reservation support model, a specialized team only deals with the reservation process and guest communication. This increases bothresponse ratesandconversion performance.
and telephone, e-mail and message traffic
Does the reservation support service only work by phone?⌄
No. Scope generally includes:
- •telephone (landline and switchboard),
- •e-mail,
- •WhatsApp and similar message channels,
- •web chat,
- •OTA (Booking, Expedia, etc.) message boxes
For which hotels is the reservation support service suitable?⌄
It is suitable for
- •resort hotels,
- •city hotels,
- •boutique and concept hotels,
- •chain hotels and centralized reservation models in group structures
Can the reservation support line and the hotel reservation team work together?⌄
Yes. In the frequently used hybrid model;
- •the in-hotel reservation team can work during the day,
- •the outsourced reservation support team
Does the reservation support service only focus on pre-sales?⌄
No. The model may also include:
- •reservation changes,
- •date and room change requests,
- •cancellation processes,
- •pre-accommodation information and confirmation searches
Short Questions
What exactly is the booking support line?
It is a professional reservation call center that responds to reservation requests received via phone, e-mail, WhatsApp and chat with sales-oriented scripts and processes them correctly into the PMS.
Does it make sense to outsource reservations for my hotel?
If the call volume, market structure and current team situation are suitable; With the right model and SLA, an outsourced reservation support team can reduce missed reservations and ease the team's burden.
How can I increase phone booking conversion?
By using a reservation line equipped with standard sales scripts, trained representatives, PMS integration and up-to-date campaign-concept knowledge.
Who should manage reservation inquiries received via OTA?
In the ideal scenario, OTA messages will be the responsibility of the reservation support team and will be managed with the same sales language and process as over the phone.
How does the reservation support team work with PMS?
Representatives log in to PMS as authorized users, see room-price-availability information, open or update a reservation and keep notes in the system.
Who is the reservation support service suitable for?
It is suitable for all hotel and tourism businesses that receive heavy reservation traffic from phone, e-mail and digital channels and feel that they cannot keep up with the calls.
Service Scope: Telephone, Email, Chat, OTA
Which channels does the Reservation Support Service cover?+
Standard scope is
- •telephone (incoming and outgoing calls),
- •e-mail reservation requests,
- •WhatsApp and similar messaging applications,
- •website chat and message boxes,
- •OTA message boxes and reservation inquiries.
What is a hotel reservation call center and what does it do?+
Hotel reservation call center; It is a central unit that professionally responds to all guests' questions, requests and complaints regarding reservations by:
- •providing offers,
- •opening reservations,
- •managing change and cancellation processes,
- •recording them to PMS and monitoring the process
How does the booking pipeline increase conversion?+
- •standardized script and process for each incoming call and request,
- •accurate and up-to-date price/room information,
- •cross-sell and upsell offers,
- •objection handling (price, date, room type, etc.),
- •quick response and follow-up.
How to manage OTA, phone and web bookings together?+
Reservation support model; It enables all channels such as web form, OTA, telephone and chat to be managed through a single team and PMS integration.
- •overbooking risk is reduced,
- •guest information is collected in one place,
- •channel-based booking performance is clearly visible.
Is post-booking guest communication included in reservation support?+
Depending on the scope;
- •confirmation calls after reservation,
- •pre-accommodation information,
- •reminder messages that reduce the risk of no-show
Process & Operation: Script, PMS, OTA, Team
How to start the reservation support line process?+
- •analysis of existing reservation channels and volume,
- •examination of missed call and request records,
- •determination of working hours and season densities,
- •technical analysis of PMS and OTA infrastructure,
- •preparation of script and training plan,
- •pilot application and optimization.
How does the reservation support team work with PMS?+
- •Access to PMS is defined on a user basis,
- •room type, price, availability and campaigns are tracked through the system,
- •opened reservations are marked on a channel basis (web, phone, OTA),
- •special requests and notes are recorded on PMS.
Who should manage reservation inquiries received via OTA?+
In the best model, OTA messages and questions are also the responsibility of the reservation support team.
- •They are answered from a single center,
- •Conflicting information is not given,
- •It becomes easier to establish a connection between OTA and direct channels.
How do scripts play a role in booking conversion?+
It standardizes
- •welcoming sentences,
- •needs analysis questions,
- •price and room description,
- •objection handling,
- •closing and follow-up steps
How do the hotel team and reservation support team work in harmony?+
- •Compliance is ensured with clear job and authority definitions,
- •daily and weekly information sharing (occupancy, campaign, closing dates),
- •use of common notes via PMS,
- •clear handover rules in complaint and special request processes
Performance & Reporting: Conversion, Overbooking, Missed Call
By what metrics is Reservation Support Service performance measured?+
- •response rate,
- •offer rate per call and request,
- •offer-to-booking conversion rate,
- •revenue per reservation,
- •missed call and return rate,
- •overbooking and error rates,
- •channel-based reservation distribution (phone, web, OTA).
How to reduce missed reservations?+
- •team and shift plan suitable for call volume,
- •clear SLA and response time for all channels,
- •callback and follow-up processes,
- •Fast price/room response with PMS and OTA integration,
- •sales training and script support.
How to reduce the risk of overbooking?+
- •Opening all reservations through a single PMS,
- •Managing OTA, phone and web reservations in one place instead of separate systems,
- •correct stop-sell and quota settings,
- •Process setup that keeps manual intervention to a minimum.
How does the reservation support line affect the direct booking share?+
<ul>• <li>having a professional and sales-oriented experience via phone or WhatsApp can increase the direct booking rate and reduce the OTA commission burden.
For the guest who comes from web or OTA and is hesitant,
How to track guest communication after reservation?+
- •PMS notes,
- •automatic or manual confirmation calls and emails,
- •pre-arrival notification messages,
- •no-show and post-cancellation analyses.
Missed Reservations, Wrong Price, Overbooking, Broken Communication
What are the main reasons for missed reservations?+
- •missed or late answered calls and emails,
- •language barrier or insufficient communication,
- •unclear price and room description,
- •long and complex reservation process,
- •representative not displaying a sales-oriented approach.
What problems does incorrect price or room information cause?+
- •discussions about "we were not told this" at the time of check-in,
- •guest dissatisfaction and complaints,
- •low scores in OTA and Google reviews,
- •chain of accusations between in-hotel departments.
Why does overbooking occur most often and how can it be prevented?+
The most common reasons are:
- •keeping reservations coming from different channels separately,
- •manual pen or Excel tracking,
- •No instant updates in PMS.
How does a miscommunication disrupt the guest experience?+
- •guest having to ask the same question through more than one channel,
- •feeling like “nobody came back”,
- •different representatives giving conflicting information.
What kind of losses will occur if the reservation support line is set up incorrectly?+
- •representatives without adequate training,
- •Structure that only takes notes without PMS integration,
- •unreported performance,
- •lack of coordination with in-hotel teams.
Productive Search & Industry-Focused Reservation Support Questions
How does reservation support make a difference for resort hotels across Türkiye?+
- •manages high season call density,
- •answers questions from OTA quickly,
- •supports direct booking targets,
- •reduces missed reservations due to language barriers.
What should be paid special attention to in regions such as Antalya, Belek, Kemer, Side, Alanya?+
- •Language support for TR–EN–DE–RU markets,
- •correct explanation of early booking and season campaigns,
- •correct information and script usage for family and entertainment oriented concepts,
- •support covering wide time ranges during peak season.
What is the role of the reservation support line for City hotels?+
- •closing business travel and short accommodation reservations quickly,
- •professionally meeting MICE and meeting requests,
- •correctly managing short-term opportunities coming via OTA and the web.
What kind of differences might there be in the reservation support model for Türkiye in general?+
- •Seasonal volume increase and multilingual needs in Aegean and Mediterranean resorts,
- •Business and MICE-oriented demands in cities such as Istanbul, Ankara, Izmir,
- •Experience-oriented packages and special demands in destinations such as Cappadocia.
What is the advantage of the central reservation support model for corporate and hotel groups?+
- •single reservation line for all hotels,
- •cross-sell (redirection to other hotels) opportunity,
- •consolidated reporting,
- •reduction in operation and training costs.
Mini Booking Support FAQ
Until when does it make sense to manage reservations only with the reception?+
It is possible up to a certain volume; When the number of calls and messages increases, the reception cannot handle both the field and telephone load and sales and satisfaction decreases.
Should the reservation support line cover the whole day?+
It depends on your destination and markets; 09:00–23:00 is more suitable for some hotels, and 24/7 is more suitable for others.
Is it possible to get support only for OTA reservations?+
Yes; A special OTA reservation support model can be designed for OTA messages and reservation questions.
Do I have to outsource all bookings?+
No; In the hybrid model, a support team can be established that works together with your in-hotel reservations team.
Who should make pricing decisions with the booking support line?+
The call center operates at set prices; price and strategy always belong to the hotel's revenue management and sales team.
Is PMS integration necessary for the reservation support model?+
In practice, yes; A structure without PMS integration seriously increases the risk of errors and overbooking.
Can reservation support service be available seasonally?+
Yes; Especially in resort areas, capacity increase is possible for the high season and a more minimal structure is possible in the low season.
Should the reservation support team and the sales team work with the same KPIs?+
Partially; response, conversion and revenue for booking support; For sales, broader total revenue and channel KPIs should be determined.
Can I get reservation support service only as audit and process design?+
Yes; A consultancy model in which existing processes are analyzed and scripts and flows are designed is also possible.
What is the difference between Reservation Support Service and Call Center Services?+
Call Center Services include general guest communications; Reservation Support Service, on the other hand, focuses on the end-to-end management of the reservation process (request → offer → sale → registration).
Collaboration and Action Questions for Reservation Support Service
How can I get a quote for Reservation Support Service with DGTLFACE?+
- •type of your hotel (resort, city, chain, etc.),
- •your current reservation channels (phone, web, OTA, WhatsApp),
- •your call and request volume (daily/monthly),
- •the PMS and OTA infrastructure you use,
- •working hours and seasonal peaks,
- •basic problems you are experiencing (missed calls, wrong price, overbooking, communication disconnection, etc.).
What does the “consult an expert” call clarify on the reservation support side?+
- •Together we clarify the channels to be included (phone, e-mail, WhatsApp, OTA),
- •internal team, outsourcing or hybrid model preference,
- •PMS and OTA integration details,
- •your reporting and KPI model,
- •your seasonal capacity need.