From Missed Call to Confirmed Booking: Enquiry SLAs for Hospitality

Why phone-first hospitality enquiries need a different playbook

• Where most enquiries arrive by phone, nothing in a generic CRM guarantees a call is answered, quoted and closed inside the window a guest actually decides in
• A missed call today is simply gone — there is no automatic next step
• Quoting that requires switching between the phone, a rate sheet and WhatsApp loses the moment the enquiry was warm

Speed enforced, not hoped for

• Every enquiry, on every channel, lands as a tagged lead with an SLA timer running against it
• A missed call becomes a lead and triggers an automated response to the guest immediately
• If nobody has acted inside a set window (for example ten minutes), it escalates to the manager automatically

The agent never leaves the screen

• Call, quote against live rates, send by WhatsApp or email, collect payment and confirm — all from the lead record
• The quotation goes out while the enquiry is still warm, because there is nothing to hop between
• Every step (call logged, quote sent, payment collected) writes back to the same lead timeline

The follow-up that cannot depend on a human remembering

• Silent-guest nurture for enquiries that go quiet after the first contact
• Quotation reminders timed to when a guest is likely to be deciding
• Lean-season win-back for leads lost on budget, revisited when pricing or occupancy changes
• Time-boxed offers over WhatsApp, and post-stay re-engagement once the guest has checked out

What to track from week one