We make phone calls
meaningful connections.

Meet the Nation’s leading Contact Center

Our 1000+ workforce supports properties spanning from extended stay and mid-market to high-end, boutique and luxury hotels and resorts from our six North American contact centers.

Across roughly 6 million calls annually, we consistently lead the industry with superior conversion performance (averaging 10 points higher than industry benchmarks for high-end hotels) and customer satisfaction results versus other providers.

General Reservations

We handle nearly 6 million reservations calls per year. Our processes and expertise are consistently proven to increase conversion rates, direct bookings, ADR, brand loyalty, upsell/cross-sell, and RTF scores.

Expert Guest Relations

We have more than a decade of experience working with brands, management companies, and individual properties to address guest relations/customer care contacts that are critical to maintaining confidence in the properties and brands.

Loyalty Program Support

We support the loyalty programs of some of the largest travel and hospitality providers. Agents have deep expertise in redemption and usage rules/policies and the consultative skills needed for complex travel changes.

Specialty Desk & Digital Support

With staffing shortages increasingly impacting properties, many brands are utilizing Cloud5 to support specialized desks for their property’s group and franchise need. We can also support properties across all and social media channels .

THE FOUNDATION OF OUR SUCCESS IS OUR PEOPLE

Sales and Performance Culture

  • The Right Hire – Our success begins with the recognition that reservations are a sales queue. That’s why we select agents who have the experience and aptitudes to be successful within a sales-focused environment.

  • Sales Training – We have broken our sales training down into distinct modules, each of which is tailored to the messaging, approach and culture of an individual client and the specific needs of their guests.

  • Targets and Transparency – Every agent has clearly established targets, and the transparency to see how they are performing against those expectations.

  • Incentives and Performance Improvement / Retention – Agents who achieve their targets consistently benefit from incentives designed to balance conversion with quality. We also quickly identify and coach agents who are not meeting their goals. Both aspects work together to help us achieve an average agent tenure of 5-7 years.

  • Continuous Feedback / with Agents and Clients – Sales performance is recorded and communicated to the agents and the larger team, along with plans for continuous improvement.

See What our Customers are Saying

COMPLEX SOLUTIONS & GUEST SATISFACTION

“Since 2008, we’ve partnered with Cloud5 to deliver superior guest relations and reservations services for our US-based hotel operations. Our relationship with Cloud5 has always been a valuable one. With the easing of borders and a significant uptick in the travel industry, we believe that now is the right time to expand our partnership to provide the same quality service to our guests in international markets – including the United Kingdom, France, Italy, and Singapore.”

Group Senior Vice President, Commercial , Millennium Hotels and Resorts

DELIVERING ON PROMISES

“We are deeply committed to providing an experience tailored to the unique needs of every Sonesta guest, and the Cloud5 Contact Center helps us deliver on that promise every day.”

Sonesta, Sonesta International Hotels Corporation

A VITAL PARTNER

“Without Cloud5, we would have failed coming out of the pandemic. Not only are they a vital component to our operations strategy, but they also perform higher on conversions and booking revenue than any of our internal agents. We have no intention of removing Cloud5 from our delivery footprint.”

SVP of Resort Marketing, Major, U.S.-based theme park resort complex