Your night receptionist's shift ends at 11 PM. Your guests' booking decisions don't.

追加: 2026-05-20

[00:00:00]Your night receptionist shift ends at 11:00 p.m. Your guest booking decisions don't. Think about when you personally decide to book a hotel. It's a Sunday afternoon or 9:00 p.m. on a Tuesday.

[00:00:10]You're in bed checking your phone. Or it's a busy business traveler wrapping up the dinner at 8:30 p.m. deciding whether to extend the trip. This is a highest intense moment. The person is ready. They picked up the phone because they had a specific question and they wanted to talk to a person. What do they get instead? A voicemail, an IVR, or just the phone rings out. Most hotels already know they have an after hours coverage gap. What they haven't calculated is how much it actually cost them because missed calls leave no trace in the system. There is no lost booking line in your weekly report. The absence of data makes it feel like a small problem, but it isn't. If you want to understand what is it actually costing your property, the full breakdown is on my channel.