Perfect Reception – A Welcome Addition to the Hospitality Industry

Thursday, September 30, 2021. 3:25pm
Perfect Reception - A Welcome Addition to the Hospitality Industry

Perfect Reception – A Welcome Addition to the Hospitality Industry

“Front desk staff in hotels particularly are really under pressure,” said Jim McCoy, CEO of Perfect Reception.  “They simply can’t answer the phones because they are just too busy.  The priority is always to deal with the customer physically at the desk, but if you have someone standing in front of you at check in, two phones ringing and an in-house guest ringing down to book a spa treatment, dinner, or breakfast you simply can’t answer calls.  The back of house staff can’t get to the phone either as they have most likely been diverted to another department to try and bridge the staffing gap and support their colleagues. The result is that phones simply ring out and even in-house guests can’t get through to the front desk which is infuriating for the customer. “

“On average hotels lose €100,000 a year due to answered calls,” said Jim. “Typically, if a potential leisure guest, professional conference organiser, corporate guest or wedding couple repeatedly attempts to get through to someone to discuss their potential booking, but no one answers the phone they simply give up and move their enquiry to a competitor.  Critically, the person who answers the phone and takes that initial enquiry is often the first impression a potential guest will get of that property.  It’s never a good start if the phone rings out or if the person on the other end doesn’t have time to speak to a customer properly and is under pressure.  This is where Perfect Reception can help, we answer those calls and take that pressure off, while ensuring businesses don’t miss out on potential bookings and ultimately, lose revenue.”

Jim McCoy has serious form in outsourcing and lead generation and has over 25 years’ experience in call centre outsourcing.   A serial entrepreneur, Jim is also the founder and MD of Smart Traveller 365 tourism website and Complete Outsource Solutions Call Centre which lists Dunnes Stores, DPD and Omniplex among its clients.

Established in 2017, Perfect Reception is now employing 120 people at its head office in Douglas, Cork with ambitious plans to scale and grow the business in the UK and Portugal.  It has just won a contract with a UK based hotel group to look after 24 of its properties.

The company handles calls and supports over 80 hotels including some of Ireland’s most prestigious properties such as the Five-Star Aghadoe Heights in Kerry which it just signed up, Castlemartyr Resort, Cork, Breaffy House Hotel in Mayo and Castledargan Hotel and Golf Resort to mention just a few.  

The company also offers a wide range of services to the hospitality industry including contactless guest services, digital marketing, social media marketing and strategy development, mobile order and pay, SEO and bespoke lead management. It recently appointed former hotel manager and Shannon College trained, John O’Grady as Managing Director. John has over 30 years’ experience in the hospitality industry and before joining Perfect Reception he was the General Manager of the four-star Tulfarris Hotel and Golf Resort in Wicklow.

“On average, companies miss up to 40 calls a day, and every missed call represents a missed revenue opportunity,” said John. “We answer those calls in a seamless manner, so that the customer does not even realise they are not directly through to the particular business they called.   Every call is professionally answered by our highly trained staff who can make all kind of bookings for the customer such as making a dinner reservation or even arranging a site inspection for a corporate customer or wedding couple. The difference between us and other outsourced call answering businesses is that we are also hospitality experts, we understand hospitality revenue management and development and act as fully engaged partners for our customers”.

“Companies of all types and sizes use outsourcing to reduce costs, increase efficiency and often to improve their overall offering. Our goal is to provide the most creative, intelligent, and cost-effective solutions to each one of our client’s needs. From our agents to our coaches to senior managers, we are constantly monitoring, adapting, and upskilling. We continually ‘challenge the norm’ in a bid to find better ways. The result is a real partnership that consistently exceeds our client’s expectations.”

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