A German tourist who visits your hotel’s website, dials the phone number, and finds no one to answer in his language won’t become a customer. He’ll book somewhere else. The same thing happens to the French tourist who sends an email and receives a reply 48 hours later, or to the Italian group that wants to finalize a reservation via chat and gets no response outside of business hours. In an industry where booking decisions are made quickly and alternatives are just a click away, language and availability barriers are the first conversion filters you lose before price even comes into play. Optima Solutions Services handles this entire workflow, in 6+ languages, across all channels, 24/7.

Why the language spoken determines the booking, not just the price

International tourists do not tolerate language barriers

Studies on consumer behavior in tourism consistently show that the likelihood of completing a booking increases significantly when customers can communicate in their native language. It’s not just about convenience; it’s about trust. A customer who doesn’t fully understand the booking terms, cancellation policy, or room details hesitates. A customer who receives all this information clearly, in their own language, books. The difference between the two scenarios is measurable in the conversion rate.

Each language covered represents an unlocked market segment

For a hotel in Romania that attracts tourists from Western Europe or for a travel platform with an international portfolio, every language added to its support capabilities means a new demographic segment that can be reached without additional marketing costs. Optima covers Romanian, English, French, Spanish, Italian, and German—the dominant languages of European inbound and outbound tourism—through a single, integrated team.

What does an outsourced digital concierge actually entail?

Channels covered: phone, email, chat — all in one unified feed

End customers don’t choose a communication channel based on what’s convenient for you. They call, send an email, or start a chat, depending on the context and their own preferences. Optima manages all three channels in a unified workflow, so a reservation started via chat can be continued over the phone without the agent losing track of the conversation. The customer experience remains consistent regardless of the channel.

Available 24/7, including holidays and peak season

Travel reservations aren’t made during office hours. They are made on Sunday evenings, during vacations, or on lunch breaks. A digital concierge service that doesn’t respond outside standard hours misses out on exactly the bookings with the highest potential—those made on impulse, in moments of quick decision-making. Optima teams provide continuous coverage, including during peak seasons when the volume of requests spikes and internal capacity is usually insufficient.

Upselling and cross-selling integrated into every interaction

A well-trained reservation agent doesn’t end the conversation after confirming the room. Instead, they use it as an opportunity to present upgraded accommodation options, additional services (spa, airport transfer, breakfast included), or seasonal packages. At Optima, agents receive specific training on upselling and cross-selling techniques tailored to each client’s needs, so that the average value of each booking increases without forcing the conversation.

Integration with your systems: PMS, CRM, booking platforms

Outsourcing doesn’t mean breaking away from the systems you’ve built. The Optima team works directly within your platforms, whether it’s a hotel PMS, your own CRM, or a booking platform. Bookings are processed in your systems, customer history is stored in your database, and the operational workflow remains seamless. There is no intermediate layer of data that creates gaps or inconsistencies.

What does a B2B customer get beyond just having their call answered?

Reporting and analytics for operational optimization

An operations manager in the hospitality industry needs to know more than just how many reservations have been processed. They need to understand where the requests are coming from, in which languages, through which channels, what types of requests they are, and what the conversion rate is. Optima delivers periodic reports tailored to each client’s needs, with data that enables concrete operational decisions: resizing capacity, adjusting offers, or identifying customer segments with the highest potential.

Peak-season scalability without additional fixed costs

Seasonality is one of the biggest operational challenges in the HoReCa industry. An in-house call center sized for peak season generates unnecessary costs during the off-season. One sized for the off-season is insufficient during peak periods. Optima solves this problem by rapidly scaling operational capacity based on actual activity volume, without this effort being borne by the client’s team. Optima clients have reported operational cost reductions of up to 70% compared to the in-house model.

If you operate in the HoReCa sector and manage reservations across multiple markets, request a consultation with the Optima team to discuss what an outsourced solution for your operations might look like.

Frequently Asked Questions

Can the Optima team integrate with our existing reservation system?

Yes. Optima operators work directly within the client’s platforms, regardless of the management system used. There is no need to migrate data or change the existing platform. The integration process is established during the project’s implementation phase, in collaboration with the client’s technical team.

What languages does the digital concierge service support?

Optima Solutions Services operates in six languages: Romanian, English, French, Spanish, Italian, and German. This coverage targets the main source markets for European tourists and is relevant both for HoReCa operators in Romania and for those with operations in Western Europe or with international portfolios.

How does upselling work during a booking call?

Optima agents are trained on scripts and offers tailored to each client before the project begins. Upselling is naturally integrated into the conversation after the basic reservation is confirmed and does not involve an aggressive approach. The types of offers presented (room upgrades, additional services, packages) are defined together with the client during the project setup phase.

A missed reservation is one you didn't respond to

In an industry where the customer experience begins before check-in, that first point of contact matters just as much as a comfortable bed or a complimentary breakfast. A reservations service that responds quickly, in the guest’s language, through their preferred channel, around the clock, is not an operational luxury. It is a competitive advantage that translates into higher conversion rates and increased average booking value.

Optima Solutions Services delivers this service with over 15 years of experience in contact centers and BPO, with teams based in Bucharest, Iași, and Brașov, an NPS of over 75% and a conversion rate of over 60%. The infrastructure is 100% WFH-capable and certified to ISO 27001, ISO 9001, and ISO 14001. Awarded by RCCA for several consecutive years for operational excellence.

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