Core
Customer Experience
Guests judge your brand by how their questions and problems are handled.
- Guest questions and requests
- Changes and cancellations
- Complaint resolution
- Review responses
Industries · Business Experience
Hospitality.
Service your guests remember.
In hospitality, every call, message and booking shapes how guests feel about your brand. For hotels, resorts and hospitality groups, we staff reservations, guest support, loyalty program service and back-office work with warm, well-trained people, and QA holds each interaction to your service standards.
Functions that matter most
The challenge
Common operational problems in hospitality
Adding people doesn't fix these on its own. Each one needs a change in how the work is designed, and a team that knows your business.
- 1
Guests notice when a call sounds scripted
Reservations and complaints go better as a natural conversation.
How we handle it: We select for a service mindset and train on your brand standards.
- 2
Demand swings with the seasons
Holidays, events and weather change volume quickly.
How we handle it: Capacity is planned with you around your calendar.
- 3
Every call is a booking at stake
A slow or unhelpful reservations call can send the guest to another site.
How we handle it: Reservation agents are trained to convert and upsell within your guidelines.
- 4
Complaints travel fast
An unresolved problem can become a public review.
How we handle it: Complaints are resolved with clear authority, and review responses follow your voice.
Where we fit
Where each BX function fits in the hospitality lifecycle
- Customer Experience
- Revenue as a Service
- Back Office
- 1
Book
Reservations and packages
Revenue - 2
Prepare
Pre-arrival requests
CX - 3
Stay
Guest support during the stay
CX - 4
Check out
Folios and billing corrections
Back office - 5
Review
Feedback and review responses
CX - 6
Return
Loyalty and win-back
Revenue
Where the work sits across these stages
- Customer Experience: 3 of 6 stages
- Revenue as a Service: 2 of 6 stages
- Back Office: 1 of 6 stages
This is a typical lifecycle. Your Operations Analyst maps your actual process before anything changes.
How BX applies
Business Experience functions for hospitality teams
We look at your systems, workflows and customer lifecycle, fix what slows them down, then run the function with a dedicated team. These are the functions hospitality clients usually start with.
Core
Revenue as a Service
A good reservations agent sells the stay that fits the guest.
- Reservation sales
- Group and event inquiries
- Upgrades and packages
- Loyalty win-back
Often added
Back Office
Billing and group admin should be invisible to the guest.
Folio and billing corrections · Group booking administration · Rate and inventory updates
Talent Operations
Seasonal staffing at properties needs fast coordination.
Candidate sourcing and screening support · Interview scheduling
What we run for hospitality teams
A starting list. Your Operations Analyst scopes the exact work with you during the assessment.
- Reservation Management
- Guest Support
- Concierge Services
- Loyalty Program Support
- Complaint Resolution
- Group Bookings
- Revenue Management Support
- Review Management
- Cancellation Handling
- Upsell Programs
Engagement model 01Co-sourcingKeep leadership of the function. A dedicated Insaan team works alongside yours, in your tools and to your playbooks.Learn about co-sourcing Engagement model 02Full outsourcingHand us the whole function. We fix the systems and workflows, then run it and answer for the results.Learn about full outsourcing
Hybrid Intelligence
How AI and people split hospitality work
Every function we run pairs AI with trained people. The two lists below show which hospitality tasks go to each.
AI handles
- Pulls up guest history and preferences before the call
- Suggests upgrades and packages that fit the stay
- Drafts review responses in your brand voice
- Tags feedback so property teams see recurring issues
People handle
- Makes every guest feel recognized
- Recovers a stay that went wrong
- Decides on goodwill within your guidelines
- Sells without pushing
Data-driven QA
Quality review against your rules
Reservation and guest calls are scored against your brand standards, your rates and policies, and the rules for handling card details.
What QA checks in hospitality
- 1Brand greeting and service standards
- 2Correct rates and cancellation policy
- 3Payment details handled securely
- 4Upsell offered appropriately
- 5Guest issue fully resolved
Your compliance team defines the rules. We configure training, scripts and QA to them; we don't replace your own legal or compliance advice.
NAS-AI · QA review
Reservation call
- Warm, on-brand greetingPass
- Cancellation policy explainedPass
- Package offered that fits the stayPass
- Card details read back aloudFlag
Passed checks
Logged to the record
Flagged items
Sent to the team lead for coaching
Example view. Your checks are set with your team.
Who runs it
Who runs your hospitality operation
From our flagship hub in Amman: university-educated, English-fluent professionals selected to North American standards.
- 1
Day one
Your Operations Analyst
Learns how your hospitality operation really runs, maps the lifecycle and designs where AI helps and where people lead.
- 2
Go-live
Your Function Manager
Takes over day-to-day leadership of your dedicated team and is accountable for the results you agree with us.
- 3
Every day
Your dedicated team
Trained on your products, policies and customers, working only on your account, and visible to you in NAS-AI.
FAQ
Questions about hospitality outsourcing
Will guests know they are speaking with an outside team?
Your team works under your brand, in your systems and to your service standards, so the experience is consistent with your own staff.
Can you handle reservations for multiple properties?
Yes. Teams are trained on each property's rooms, rates and policies, and routing sends each guest to someone who knows the property.
How do you handle busy seasons?
We plan capacity with you around your calendar of holidays and events. NAS-AI shows volume against staffing as it builds, so coverage can be adjusted early.
Is our team shared with other clients?
No. Your team is dedicated to your business and is never shared across accounts.
How do we see how the operation is performing?
Through NAS-AI, our operational intelligence platform. You see live performance, quality scores, compliance flags and coaching activity, the same view we manage to. Your Function Manager also reviews performance with you regularly.
Should we start with co-sourcing or full outsourcing?
It depends on how much of the function you want to keep running yourself. Co-sourcing adds a dedicated team alongside yours; full outsourcing hands us the whole function. Many clients start with co-sourcing and move to full outsourcing later.
Let's look at your hospitality operation.
Tell us which function you want to fix or scale. We'll show you what we would change, where AI and people fit, and who would run it.