Service
Hospitality & Travel Customer Support Outsourcing Cyprus
Bilingual guest support built for Cyprus hospitality — from boutique hotels to DMCs.
Cyprus welcomed over 3.8 million tourists in 2024, making hospitality the island's largest private-sector employer. Seasonal demand spikes of 300%+ between April and October overwhelm in-house teams, while guests expect instant, multilingual responses on every channel. Our Cyprus-based, ISO-certified contact centre absorbs that volatility — delivering 24/7 reservation support, guest relations and concierge services in Greek, English, Russian and German so your front desk can focus on face-to-face excellence.
What is included
- Hotel & resort reservation handling (PMS integration)
- OTA & channel-manager query resolution
- Guest relations & complaint management
- Tour operator & DMC helpdesk
- Concierge & local-experience booking
- Airport transfer & car-hire coordination
- Seasonal overflow & 24/7 after-hours cover
- Multilingual support: EN, GR, RU, DE
- Review & reputation management support
- GDPR-compliant guest data handling
How we deliver
- 1
Service Scoping & PMS Access
We map your reservation flow, guest-facing channels, escalation paths and PMS/channel-manager setup to design a tailored support model.
- 2
Brand & Hospitality Training
40+ hours of brand-immersion training covering your tone-of-voice, upsell scripts, local knowledge, complaint SOP and cultural sensitivity.
- 3
Soft Launch & Peak-Season Ramp
A controlled pilot with your team, followed by a staffing ramp aligned to your seasonal booking curve (April-October surge).
- 4
Ongoing QA & Guest Satisfaction
Monthly CSAT/NPS reporting, call calibration sessions and continuous improvement tied to your guest-review scores.
Expected outcomes
<15s
average speed of answer during peak season
24/7
multilingual guest cover year-round
95%+
guest satisfaction (CSAT) maintained through seasonal surges
Frequently Asked Questions
Which hospitality segments do you support?
Hotels and resorts (from boutique to 5-star), aparthotels, villas and holiday rentals, tour operators, destination management companies (DMCs), car-hire firms, and experience/activity providers across Cyprus.
How do you handle seasonal demand spikes?
We pre-train a flexible reserve team each March, scale up by April and maintain peak staffing through October. Off-season, we scale back — you only pay for what you use. Our ISO 22301 business-continuity framework ensures zero downtime.
What languages do your agents speak?
Our core team covers English and Greek natively. We also staff Russian and German speakers — the two largest inbound tourism segments for Cyprus. Additional languages available on request.
Can you integrate with our PMS?
Yes. We have experience with Opera (Oracle), Protel, Mews, Clock PMS, RoomRaccoon and major channel managers like SiteMinder and Cubilis. Our team logs in via secure VPN — no data leaves your platform.
How do you ensure GDPR compliance for guest data?
We operate under a signed DPA, access your systems only through encrypted VPN+MFA, and never store guest PII locally. Our ISO 27001-certified facility ensures full GDPR compliance with EU data residency.
How can I request a quote?
Call us on +357 22 398296, email info@callcentercyprus.com, or fill out our contact form. We typically respond within 2 business hours with a tailored proposal.
Do you support OTAs and channel managers?
Yes. We work daily with Booking.com, Expedia, Airbnb, Vrbo, Hotels.com and Agoda, plus channel managers such as SiteMinder, Cubilis, HotelRunner and RateGain — resolving mapping, rate-parity and booking issues.
Can you do upselling on inbound reservations?
Yes. Trained reservation agents upsell suites, F&B packages, transfers and experiences using your product catalogue and pricing rules — typical incremental revenue of 6–12% per booking.
How do you manage guest complaints in real time?
Guest issues are logged in your PMS with severity tags. Low-severity issues follow scripted resolutions; high-severity cases are escalated to your duty manager within minutes for on-property recovery.
Do you handle Booking.com and Airbnb messaging?
Yes. We monitor and respond within OTA response-time targets to protect your ranking, with brand-safe replies and immediate escalation of policy, refund or safety issues.
What is the minimum contract length?
3 months for pilot engagements; standard contracts run 12 months with quarterly review points and flex clauses for peak-season staffing.
Can you respond to guest reviews and comments?
Yes. We monitor Google, Tripadvisor, Booking.com and Airbnb reviews, drafting responses in your voice within SLA and escalating any that require GM sign-off — protecting reputation and rankings.
Do you offer concierge and experience bookings?
Yes. Restaurant reservations, spa and wellness bookings, tours, transfers, event tickets and personalised recommendations — inside your loyalty and pricing rules.
How is quality measured for hospitality accounts?
Weekly QA calibrations against a hospitality-specific scorecard (tone, brand alignment, upsell attempt, accuracy), plus monthly guest CSAT/NPS reviews with your GM and revenue manager.
Can you manage groups and event bookings?
Yes. Dedicated agents handle group RFPs, MICE requests, wedding parties and corporate rate negotiations, working from your rate manual and contract templates.
Discuss this service with our team
Tell us about your volumes, channels and timelines — we will respond with a scoped proposal within two business days.
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