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Hotel industry
From booking to departure, each interaction shapes the customer experience.
At HDB, we know your challenges: operational pressure, high expectations, the importance of reactivity.
Our agents take over the key moments of the customer journey: pre-stay requests, modifications, concierge, reviews, etc. All in white label, in your tools, with the tone of your establishment.
HDB Solutions is the team behind the scenes of travel professionals. Alongside brands that create unforgettable experiences, we ensure every interaction, every message, every request.
Together, let's transform waiting into welcome, service into memory, relationships into loyalty.
Nos services pour les
Hotel industry
Relation client
Between the management of reservations, specific requests before and during the stay, the follow-up of lost objects or the processing of refunds, hotel customer relationships require rigor, responsiveness and consistency.
At HDB Solutions, We Support Hoteliers at Every Stage of the Customer Journey. Our teams take care of your interactions with professionalism and According to your brand standards : reservation management, coordination of special requests, post-stay follow-up, complaint processing and refunds.
Result: Relived Internal Teams, a consistent quality of service and A Controlled Customer Experience, from the first contact until after departure.
Nos Services pour votre Relation client :
Expérience omnicanale
With the multiplication of contact points: website, telephone, social networks, social networks, social networks, email, OTA; the customer experience is no longer limited to the reception, but to each digital interaction.
At HDB Solutions, we support hoteliers in building a truly omnichannel experience.
Deploying solutions for Digital check-in To Facilitate Arrival and Reduce Waiting, Activation of Devices marketing To Generate Traffic and Boost Direct Sales, Management of Your e-reputation with structured follow-up of opinions and proactive management of responses.
Our approach: connect your channels, harmonize your messages and transform each point of contact into an opportunity for satisfaction and revenue.
Nos Services pour votre Expérience omnicanale :
Conversion
In a context where each interaction can become a revenue opportunity, commercial performance cannot be improvised.
At HDB Solutions, we optimize your conversion, upsell and loyalty levers to transform each contact into measurable value. Thanks to our Human cat, operated by consultants trained in your brand standards, we send the right message, to the right person, at the right time, with the key +18% conversion on average We have requests processed.
We are also activating a system of Reminder abandoned carts by phone : as soon as a customer leaves the reservation tunnel, an automatic notification is triggered and our teams call him back to remove the brakes and finalize the sale.
Our approach: personalized scenarios, targeted upgrades, options and packages adapted to your positioning, to generate more direct bookings, optimize the average basket and integrate revenue management at each point of contact.
Nos Services pour votre Conversion :
Support
In an increasingly complex technological environment, operational support has become a key performance driver.
At HDB Solutions, we support hoteliers with systems forAutomation and AI, always supervised by humans, to deal effectively with requests and prioritize sensitive situations.
We also insure the Updating Content and Inventories, as well as the Technical Support and the Integration of Your Tools (PMS, CRM, chat, digital check-in), in order to guarantee a stable and coherent digital ecosystem.
Our objective: controlled tools, an optimized infrastructure and a smooth customer experience, at the service of your performance.
Nos Services pour votre Support :
Performance
In a context of strong operational pressure and increased demands on the quality of service, managing performance is becoming a strategic challenge for hoteliers.
At HDB Solutions, we help you keep a clear and measurable vision of each customer interaction, from booking to post-stay.
We Provide You With Operational Management Tools Adapted to Your Challenges :
personalized dashboards (conversion rate, DMT, conversion rate, conversion rate, upsell, NPS...), SLAs monitoring, analysis of contact reasons and identification of optimization levers.
We also insure a Proactive Management of Sensitive Situations, ensuring GDPR compliance and smooth coordination between your internal teams and our services.
Our approach is simple: to transform customer relationships into a real performance driver, driven by data and results-oriented.
Nos Services pour votre Support :
Tailor-made
A Reinforcement That Respects Your DNA
Each hotel has its standards, its promises, its level of personalization. At HDB, we adapt our scripts, our responses and our tone to your positioning: high-end, lifestyle, economic, urban or resort. Our advisors talk about your rooms, your services, your local assets as your own team would. The customer doesn't make the difference, and that's the aim.
Technologies
Perfect integration with your hotel tools
Our teams work directly in your PMS (Opera, Mews, Cloudbeds...), your channel managers (SiteMinder, D-Edge...), your extranets (Booking, Expedia...) or your CRM to ensure total continuity in customer management.
Modifying your stay, updating availability, adding options: everything is managed without friction, with complete traceability.
Accompaniment
A Support That Covers the Entire Stay Cycle
We support your customers from the first time they receive information (availability, adjoining room, animals accepted...), during their stay (complaint, concierge, room request) and after their departure (opinion, loyalty, room request) and after their departure (opinion, loyalty, minor dispute).
This comprehensive care increases satisfaction, reduces tensions at the reception and feeds your teams with useful data.
Availability
A human voice, 24/7
HDB takes care of your incoming calls and messages during check-in/out peaks, busy weekends, or outside of reception hours.
Our multilingual consultants respond with empathy, efficiency and without ever improvising, they are trained in your price list, your sales conditions, your specificities.
The customer experience remains smooth, even at a distance.
KPIs
Performance monitoring and management
Access clear reports on the volumes processed, the reasons for contact, the peaks in requests, or customer satisfaction.
HDB provides you with useful insights to adjust your offers, team schedules, or sales policies. The contact center becomes a control lever, not just a support.
Workflow
Nous travaillons
avec vos outils.
Guest Inbox s’intègre directement avec les outils de commercialisation dédiés au secteur du tourisme pour garantir une expérience fluide et efficace.
Nos commerciaux, habitués à ces solutions,les utilisent au quotidien pour accompagner vos clients avec expertise et réactivité.
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