Case Study: Leading Luxury 5-Star Rated Hotel and Spa achieves 85% retail sales growth, $450K labor savings and 95% guest satisfaction with ETech Global Services

How Etech Helped a 5-star Rated Hotel and Spa Improve Their Conversions, Operations, Increase Revenue, and Reduce Labor Costs

Leading Luxury 5-Star Rated Hotel and Spa is a U.S. luxury hotel and spa that struggled to handle a surge of customer demand and high receptionist turnover, managing over 15,000 monthly interactions (more than 12,000 inbound inquiries and 3,000 outbound confirmations) with an onsite team of 15 full‑time receptionists. To address this, the customer partnered with ETech Global Services for BPO services and quality assurance across voice, chat, email, and administrative support.

ETech Global Services performed a customer interaction analysis, outsourced inbound/outbound reservations, confirmations, cancellations and reception administrative duties, coached agents, and extended overseas staffing to expand reservation hours. The engagement reduced cancellations and improved answer rates, drove an 85% increase in retail sales, lifted guest satisfaction to 95%, achieved 0% call‑center attrition at one year, delivered $450,000 in labor savings and raised the division profit margin from 17% to 33%, while the partnered spa recorded the highest KPIs among 18 locations (average ticket $260, 90‑minute treatments, 72% utilization).