Send us a message!In this episode, we are joined by Paul Wohlford and Amanda Szubert of Call Center Solutions to talk about staffing, guest services, AI, and the growing need for reliable support in vacation rental operations.Paul and Amanda share how Call Center Solutions grew out of a real hospitality staffing challenge and how their nearshore team in Montego Bay, Jamaica now supports vacation rental and hotel companies with reservations, outbound calls, after-hours support, back-office work, and more.The conversation also explores why human connection still plays such an important role in hospitality, even as AI becomes a bigger part of guest communication. Paul and Amanda break down how operators can use technology to support their teams while still creating the kind of guest experience that builds trust, drives bookings, and keeps people coming back.We discuss:05:59 - How Call Center Solutions got its start in the hospitality space05:59 - Why staffing continues to be a challenge for reservation and guest service teams12:00 - How nearshore support can help operators improve consistency and coverage10:20 - The role of redundancy during storms, outages, and operational disruptions14:40 - Where AI fits into guest communication and agent support16:01 - Why human connection still matters in vacation rental hospitality13:20 - The importance of training, knowledge bases, and quality assurance44:41 - How support teams can help identify gaps in the booking experience28:21 - What operators should consider when outsourcing guest servicesConnect with CCS:Website Link: https://www.ccssuccess.com/LinkedIn Link: https://www.linkedin.com/company/my-call-center-solutions/Facebook Link: https://www.facebook.com/ccssuccessInstagram Link: https://www.instagram.com/call.center.solutions/Connect with Paul:Email: [email protected] with Amanda:LinkedIn: https://www.linkedin.com/in/amanda-szubert-8b26a033/ ✨ Exclusive Offer to Alex & Annie Listeners: Improve efficiency and customer engagement with Call Center Solutions.Get all setup and implementation fees waived when you let them know you heard about CCS from Alex & Annie.👉 Get started: https://www.ccssuccess.com/ Automate your short-term rental operations with Hospitable.Start a 14-day free trial and get 25% off your bill for the first 6 months.👉 Get started: https://hospitable.com/partners/alex-annie Reach more guests across top travel sites with BookingPal.Alex & Annie listeners get onboarding fees waived + 20% off the first two months.👉 Get started: https://alex-and-annie-offer.bookingpal.com/ #vacationrentals #shorttermrentals #guestservices

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

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