Luxury Hospitality Group Builds 24/7 Customer Support Team at One Fifth Local Cost

Client Profile

A luxury hospitality group operating high touch guest experiences across multiple properties. With a global customer base, their operations require always on customer support across time zones, every day of the year.

Challenge

The leadership team wanted to bring in a finance professional who could manage multi-entity bookkeeping, oversee payroll, streamline reconciliations, and handle U.S. compliance tasks like 1099 filings. Hiring locally for this role would have been costly, with senior accounting salaries in the U.S. typically exceeding $80,000 annually.

Solution

Hey Recruiting helped the client build a dedicated team of five full time customer support agents.

Each agent brought several years of experience in the hospitality industry, having previously worked with global hotel brands such as Marriott and Aman. These were professionals already familiar with reservation handling, guest issue resolution, and premium service standards.

In addition to hiring, Hey Recruiting supported onboarding by providing each team member with the required equipment and software to ensure they were fully set up to succeed from day one.

The team was structured to provide continuous coverage across shifts, enabling true 24/7 support without burnout or service gaps.

Results

• Hired 5 full time customer support agents
• Each hire cost roughly one fifth of the local equivalent
• Enabled 24/7, 365 day customer support operations
• Maintained luxury service quality with agents experienced in top tier hotel environments
• Smooth onboarding with equipment and software provision handled end to end
• Achieved significant annual cost savings while scaling support capacity

Client name available on request.