Alex & Annie are taking the podcast on the road for a special on-location episode from Montego Bay, Jamaica. This time, they’re stepping inside Call Center Solutions to see the operation firsthand, meet the people behind it, and get a closer look at what it takes to build a hospitality team that can support vacation rental businesses from hundreds of miles away.Throughout the visit, Alex and Annie sit down with members of the CCS team across operations, HR, IT, and leadership to hear what the business looks like from the people running it every day. One theme keeps surfacing along the way: the importance of culture, connection, and making remote team members feel like a true extension of the companies they support.Episode Chapters:00:00 – Alex & Annie arrive at Call Center Solutions in Montego Bay02:49 – How CCS started in Jamaica and grew beyond the original experiment06:50 – What onboarding and training a remote hospitality team actually looks like11:36 – Meet the operations team: culture, customer service, and what makes a great agent20:47 – Inside HR: hiring, employee support, and building a team people want to stay with29:42 – The IT and infrastructure keeping the operation running34:21 – Beachside reflections on culture, connection, and hospitality41:30 – Beyond reservations: how CCS supports more of the operation45:16 – How property managers can get started with a CCS teamCome along for a behind-the-scenes look at Call Center Solutions, the team they've built in Montego Bay, and a few uniquely Jamaican moments along the way.Connect with Call Center Solutions:Website: https://www.ccssuccess.com/ LinkedIn: https://www.linkedin.com/company/my-call-center-solutions/ Instagram: https://www.instagram.com/call.center.solutions/ ✨ Exclusive Offers to Alex & Annie Listeners:Build a direct booking site designed to get found and convert with Crafted Stays.Turn more visitors into direct bookings with less manual work.👉 Get started: https://craftedstays.co/alexannie/Thinking about the next chapter for your vacation rental business? Connect with Monarch Collective to explore what growth could look like with the right platform behind you.👉 Learn more: https://gomonarch.com/partnerships/ Reach more direct-booking travelers with Savvy.List your professionally managed properties for free.👉 Get started here: https://savvy.com/list#vacationrentals #shorttermrentals #guestexperienceSend us a message!

Ask this episode

“What did the council decide on item 42?” — answered with the speaker and the moment.

Transcript

Related