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Outsourcing Hospitality Guest Support & Reception to Contact Center

Following the onset of the COVID-19 pandemic, an unprecedented challenge in hiring pushed many industries to reevaluate their operations. The hospitality industry, hotels and resorts, have found ways to operate more efficiently and cost-effectively through outsourcing parts of their business.

What are the pain points of hotel & resort owners?

Customer Experience

Entry Level hires in hospitality are not reliable, not skilled; causing lost customer satisfaction & loyalty. Customer Concierge limited to phone, long hold times for guests. Staffing shortages.

Increasing Costs

Overhead for equipment, space supervision, hiring, training, turnover, or employee benefits for in-house support. Plus, consistently increasing minimum wage.

High Turnover

Every time a support rep quits, you have to deal with the stress of rehiring. When multiple employees quit, you’re left in the dust. Staffing woes with no-shows, sensitive workplace politics.

Growing Pains

Expanding hospitality businesses cannot hire & train fast enough, while preserving quality standards. Mergers & acquisitions of new properties demand standards.

How does the hospitality industry outsource?

Phone Support

Professional voice support for customers that call in for guest service, call transfers, reservations, questions, or comments.

Website & Social Media

Customer emails & contact form inquiries from website & social media are answered in a timely manner. Maximize sales and reduce missed opportunities.

Chat Support

Inbound chats, texts from guests and/or vendors are answered promptly adhering to high standards. Offer guests concierge services through text message.

Why Outsource to Pac Biz Outsourcing Contact Center?

Increase Profitability

Cut operation costs (payroll, overhead, etc.) significantly.

Experienced Customer Support

All Pac Biz Agents must have 3–5 years experience.


Hire 1–30+ agents as needed. Add or remove agents with ease, get coverage for holidays, no-shows, or seasonal demand.

We are able to scale with our clients as needed. Pac Biz makes it easy to add more agents as demand increases with business growth. Your Pac Biz agents act as an extension of your team.

Since Pac Biz is a 24/7 operation, we can handle any schedule as long as it doesn’t require agents to have to work split shifts. We also offer part time rates to accommodate odd times that may need coverage.

chat services

Our Core Values

At Pac Biz, we seek clients that we can build a relationship with ‘beyond business’ because the only way we can live out our core values of Family, Respect, Teamwork, Compassion and Personal Growth is when we work closely with our clients.

Family. Respect. Teamwork. Compassion. Personal Growth.

Eric Mulvin

Phoenix, Arizona, USA
Founder + CEO of Pac Biz

Let’s Get in Touch

Hi, I’m Eric Mulvin, founder and owner of Pac Biz, and we are happy to solve your company’s pain points in customer support. We have contact center agents ready to serve your needs.

I am free to go over the potential that exists with making your company thrive through improved workflows and better management of support.

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