- Introduction
Hospitality businesses thrive on great guest experiences. But managing bookings, emails, and last-minute changes can overwhelm your in-house team. In this case study, you’ll see how Zedtreeo helped a hotel chain improve response times, reduce support costs, and simplify operations — all by hiring skilled remote hospitality staff.
Client Profile
The client is a mid-sized hotel chain with properties across the U.S. and Europe. Their in-house team handled phone calls, emails, booking confirmations, and service follow-ups. During peak seasons, support backlogs slowed down the entire guest experience.
Challenges Faced
Guests waited too long to confirm bookings or ask for help.
Staff could not handle late-night or early morning inquiries.
Manual responses led to mistakes in confirmations and follow-ups.
Hiring and training local staff for each property was too expensive.
The support team could not quickly scale up during holidays or special events.
Solution Implemented
- Reservation agents
- Email and chat support assistants
- Guest services follow-up team
- Admin and scheduling coordinators
Results and Benefits
- 50% faster average response time
- 85% savings on customer service operations
- Full coverage across global time zones
- Better guest reviews and fewer missed bookings
- Support scaled instantly during high-demand seasons
Related Remote Roles
- Remote hotel reservation agents
- Remote email and chat support
- Virtual front desk coordinators
- Remote guest service follow-up team
- Remote operations and scheduling assistants
Conclusion
With Zedtreeo’s remote hospitality staff, the hotel chain improved service speed and saved on staffing costs. As a result, their guests received faster, friendlier support — and internal teams had more time to focus on quality on-site experiences.
* We take our clients’ confidentiality seriously. While we’ve changed their names, the results are real.
