Could you share the story behind the founding of Tyme Global, and the core mission driving your team’s work in providing remote hotel customer service solutions?
At Tyme Global, we’re dedicated to revolutionising customer service in the hospitality industry. Our mission is to make both customers and employees happier by enhancing the overall customer experience. We take the operational load off our clients by offering a full suite of services. This includes managing inbound and outbound calls, email management, chat support, and technical assistance, all provided by our highly trained native English-speaking and bilingual agents. Our seamless, year-round support lets businesses focus more on their core operations and less on customer service management. Founders Ryan Levin and David Cristescu created Tyme Global to spread happiness worldwide. They aimed to provide work-from-home opportunities, allowing people to spend more time with their families while delivering exceptional service to hotel guests.
What sets Tyme Global apart from other providers of hotel customer service solutions? How do your remote services enhance the guest experience and support hotel operations?
At Tyme Global, we’re dedicated to transforming customer service in the hospitality industry. Our expertise helps us provide top-notch solutions tailored to the unique challenges hotels face.
We offer 24/7/365 support, ready to assist guests no matter the time or place. This round-the-clock service is crucial in an industry where guest needs can arise anytime. Our scalable solutions allow hotels to adjust services based on demand without hiring extra staff. This flexibility ensures seamless guest service even during peak times. We leverage advanced systems and technology to integrate with our clients’ existing platforms, improving accuracy and responsiveness. Partnering with us also saves hotels costs associated with in-house customer service, such as recruitment and training. Our team, trained to Forbes 5-Star standards, ensures high-quality interactions that enhance guest satisfaction. At Tyme Global, we extend your brand and standards, ensuring every guest interaction reflects your hotel’s excellence.
As hotels vary in size and service requirements, how does Tyme Global tailor its solutions to accommodate different needs and budgets? Can you provide examples of how your services have scaled alongside hotel growth?
In the hospitality industry, no two hotels are the same, and at Tyme Global, we embrace that diversity. We start by understanding each hotel’s unique needs and challenges, whether they are a cozy boutique hotel or a sprawling resort. This helps us tailor our solutions to fit their operational requirements and budget. For instance, a small boutique hotel needed support with after-hours customer calls and managing overflow during peak periods. We provided a dedicated team to handle these tasks, allowing the hotel staff to focus on providing a personal touch to guests during the day. As the hotel grew, we scaled our services to include 24/7 support, integrating advanced technology to streamline their reservations and customer management.
On the other hand, we also partnered with larger hotel chains, offering comprehensive support across multiple locations. We scaled our operations to handle everything from renovation calls to international guest service inquiries across different time zones. Our scalable model not only supported their growth but also ensured consistency in guest experience across all properties. In each case, our goal is to ensure that our services feel like an extension of the hotel’s own team. It’s about growing together—when our clients expand and succeed, we adapt and scale our solutions to meet their evolving needs. That’s the commitment we make at Tyme Global.
Are there any notable success stories or guest testimonials that highlight the impact of your services?
One notable success story involves a high-profile luxury hotel where we implemented our comprehensive customer service solutions. Since partnering with us, the hotel has seen a remarkable 30% increase in guest satisfaction scores. Our dedicated team managed to streamline their booking process and significantly reduce response times for guest inquiries, which had a direct impact on their repeat guest rate.
We also received a glowing testimonial from the general manager of a renowned resort, who noted: Tyme Global has transformed our guest services. Their team feels like an extension of ours, seamlessly integrating with our operations. Our guests often compliment the efficiency and friendliness of the service, which has greatly enhanced our reputation and overall guest satisfaction.
Another heartwarming feedback came from a guest at a boutique hotel we serve, who said: The customer service was exceptional—attentive, quick, and always with a personal touch. It was a big part of why my stay was so memorable. I felt genuinely cared for, and it’s all thanks to the seamless support from Tyme Global.
These stories and testimonials underscore the tangible benefits our services provide—not just in operational terms, but in creating memorable experiences that resonate with guests long after they leave.
Looking ahead, what do you envision as the future of remote hotel customer service? Are there any emerging technologies or trends that Tyme Global is exploring to stay ahead of the curve?
The future of remote hotel customer service is incredibly promising and continuously evolving. At Tyme Global, we are always looking ahead, anticipating changes in technology and customer expectations to stay at the forefront of the hospitality industry. We see several key trends and technologies shaping the future of our services.
Firstly, artificial intelligence (AI) is playing an increasingly significant role. We are exploring AI-driven chatbots and virtual assistants that can handle routine inquiries and bookings, freeing up our human agents to deal with more complex or sensitive issues. This integration of AI helps in providing swift responses to guests, which is crucial for enhancing guest satisfaction. Another area we are excited about is the use of big data and analytics. By harnessing data from various touch-points, we can gain deeper insights into guest preferences and behaviour. This enables us to offer personalised experiences and proactive service, predicting guest needs even before they articulate them. We are also looking into the integration of Internet of Things (IoT) technologies, which can help streamline operations and enhance guest experiences. For example, IoT can enable seamless check-ins and check-outs, control in-room devices, and even adjust settings to a guest’s preferences automatically. Moreover, as remote work becomes more prevalent, we anticipate a rise in leisure travel—where business and leisure travel blend. This shift will require adaptations in customer service to cater to the unique needs of these travellers, something we are actively preparing for. In summary, the future of remote hotel customer service will be more automated, personalised, and integrated than ever before.
