Where guest experience meets revenue performance
Your front office is the first voice a guest hears and the last impression they take away. It's also one of the most overlooked revenue opportunities in the building.
We change that.
Reservations & front office support, including hotel software consultant services
When reception and reservations teams are undertrained, overstretched or working around a poorly configured system, the impact is felt everywhere - in guest satisfaction scores, in missed upsells and in the quiet frustration of staff who don't feel equipped to do their jobs well.
Our Reservations & Front Office Support service combines deep operational expertise with hands-on hotel software consultancy, helping your front-of-house team perform at the level your brand demands.
What is reservations & front office support?
This service focuses on both the human and technical elements of your guest's most important touchpoints, the booking experience and the arrival and departure moments that define how they feel about your property.
We bring together soft skills development, technical software system training and strategic upselling support into a single, cohesive consultancy service. Whether your team needs a complete operational overhaul or targeted support in a specific area, we build the programme around your property and your people.
What we do
Operational health check
We conduct a thorough audit of your current front office and reservations processes - identifying bottlenecks in booking management, check-in workflows and guest communication that are costing you time, revenue or both.
Soft skills & technical training
Bespoke training for your reception and reservations teams that develops both warmth and precision. We work on the interpersonal skills that create memorable guest experiences alongside the technical mastery of your booking systems, because the best front office teams are brilliant at both.
Upselling strategy
We equip your front-line team with the confidence and techniques to increase room revenue and ancillary spend, from room upgrades and late check-outs to breakfast packages and special occasion add-ons. Upselling done well doesn't feel like selling. We train your team to make it feel like hospitality.
Hotel software consultant support
As experienced hotel software consultants, we provide hands-on support for PMS installations, system migrations and configuration, including Opera. We ensure your technology is set up to support your team, not slow them down.
AI & modern integration
A genuinely unique element of this service. We support hotels in implementing AI-powered reservation tools and developing the operational guides needed to ensure those tools communicate in your brand voice - professionally, consistently and in line with your hotel's specific policies.
Why hotels invest in this service
Front office performance is rarely a priority until something goes wrong. A negative review. A missed upsell target. A system migration that leaves the team firefighting for weeks. We work with hotels that are ready to be proactive, and those that need to recover quickly.
Our clients come to us when:
Guest experience is inconsistent. When service quality depends on who happens to be working the desk, your brand suffers. We standardise those interactions so every guest receives the same level of care, regardless of who greets them.
Upsell revenue is flat. Front office teams frequently miss revenue opportunities not because they don't care, but because they haven't been trained to spot them or given the confidence to act. We fix that with practical, pressure-free upselling techniques that feel natural in a hospitality context.
A PMS migration is on the horizon. System changes are stressful for front office teams who are simultaneously managing guests. We provide hotel software consultant support throughout, from configuration and data migration through to post-launch troubleshooting, so the transition is as smooth as possible.
The team wants to use AI but doesn't know where to start. Many hotels are curious about AI-assisted reservation tools but worried about losing the personal touch that defines their brand. We help properties implement these tools thoughtfully, with proper guides that ensure any automated communication sounds unmistakably like them.
Staff turnover is creating a constant training burden. Front-of-house roles see some of the highest turnover in hospitality. We provide the structured, technical induction that busy managers simply don't have time to deliver, getting new starters productive faster and reducing the strain on the rest of the team.
Who is this for?
This service is trusted by independent hotels, boutique venues and high-volume properties across the UK. It's particularly well suited to:
- Independent and boutique hotels that rely on personalised guest experience but lack a dedicated corporate training function
- Hotels undergoing digital transformation — moving to cloud-based systems or exploring AI integration for the first time
- High-volume properties with busy front desks that need streamlined workflows to reduce guest wait times and improve team efficiency
- Underperforming commercial teams where room revenue is stagnant and front office staff are taking orders rather than actively selling
The Vicky Roberts difference
Most hospitality consultancies focus on either the human side or the technical side. We cover both, and we understand how deeply the two are connected.
A perfectly configured PMS is only as effective as the team using it. A warm, well-trained front office team is only as productive as the systems supporting them. We work across both dimensions, so the improvements we make are lasting rather than surface-level.
With Vicky Roberts, you get hospitality professionals working in your corner, with complementary expertise and a shared commitment to your property's performance.
Ready to talk?
Whether you're looking to improve guest experience, increase front office revenue or navigate a system migration with confidence, we'd love to hear about your property.