Improve your customer service standards with hospitality call centre outsourcing.

We know that in the ever-changing hospitality industry, great customer service is key. That’s why we’ve developed a support model to connect with your customers in the right way. With years of human experience backed by cutting-edge digital solutions, we’re always on hand to help you deliver quality customer service, no matter where you sit in the hospitality sector.

Hospitality Industry

Communicate effectively with your customers.

Are you looking for a hospitality call centre outsourcing solution that is tailored to the needs of your industry? Connecting with your customers is at the heart of great service – helping to solve problems and build better brand sentiment. But we also know that getting customer service right is not always easy in a high-pressure sector, which is why we invest in the tools, the technology, and the people to help you deliver quality through any customer service channel.

We offer an effective call centre support model that is perfect for restaurant, hotel, travel, and entertainment brands. With our solutions, your business can drive efficiencies across all customer interactions, improve customer service, and create a more personalised customer experience.

Your challenges, our solutions.

Customer service problems? With 24/7 support from a dedicated FM Outsource team, we can prepare your business to face any challenge. Our emphasis on quality and care ensures that your customers always have a good experience. And for international brands who need multilingual provisions, we have a selection of native-level customer service experts that can deliver top-quality services in any language.
Our team is fully based in the UK, meaning your customers are guaranteed to be connected with an agent who fully understands their needs.

Take control of your customer service.

90% first-time resolution rate

90% first-time resolution rate.

Integration with your CRM

Integration with your CRM and stock management system.

Set-up and go in weeks

Set-up and go in weeks to assist with peak times.

Support in any language

24/7, 365 day a year expert support in any language.

Case study: building a better customer service journey
for Hotel Chocolat.

Hotel Chocolat has always considered outsourcing to be essential to their operations because it provides them with much-needed flexibility. Furthermore, they have discovered that by partnering with FM Outsource, the expanded teams feel like an extension of the Hotel Chocolat business. There is no ‘us’ and ‘them,’ there is only one team operating under one brand.

When Hotel Chocolat joined FM Outsource, they began with a team of three and quickly expanded to a team of six. This quick three-week turnaround from training to go live meant that the increased contact volume was handled immediately, keeping customers happy and protecting Hotel Chocolat’s brand reputation.

At FM Outsource, we are experts in
the entire customer service journey.



We understand that, in essence, customer service is about relationships and building connections with people. We invest heavily in our agents – both time and capital – to ensure they are the best in the business. 

We will never know your customers as well as you do, but we know how to deliver the exceptional customer services that they want!



Our tried-and-tested approach to customer service ensures that each step of the journey is considered and accounted for. Our consultants and customer service teams are always on-hand to advise, helping to create a more streamlined experience – not just for your business, but for your customers.



We offer a future-proofed solution that uses the latest technology to ensure quality and efficiency across the board. Whether it’s providing omnichannel solutions to digitally transform your offering, or creating a seamless pathway through your CRM or sales funnel, we know how to make technology work for your business.

What are the advantages of outsourcing in the hospitality industry?



FM Outsource prioritises quality in customer service. With quality making up 50% of our advisor’s monthly targets, we understand what it takes to make your customers happy and keep them coming back to your brand again and again.



An outsourcing partner can help improve your customer service with technology services like remote check-in. Outsourcing also reduces technology costs since your partner manages updates and developments.



Customer service can be challenging, and it can take your attention away from other critical areas of the business. By trusting an outsourcing expert, hospitality companies can focus on their core business operations instead.



Multilingual call centres can be a great asset to international hotels, providing 24/7 customer service in various languages. This helps build trust and loyalty with foreign guests who appreciate the convenience of clear communication.



Outsourcing reduces costs by improving quality. The better our advisors, the quicker they can handle interactions and keep your production costs low. By outsourcing customer service, you could cut your costs tremendously.

Get in touch

Want to chat today? Call us on 0808 164 1406.

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