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.

Episode Chapters:
00:00 - Welcome to the show
05:59 - Why staffing continues to be a challenge for reservation and guest service teams
12:00 - How nearshore support can help operators improve consistency and coverage
10:20 - The role of redundancy during storms, outages, and operational disruptions
14:40 - Where AI fits into guest communication and agent support
16:01 - Why human connection still matters in vacation rental hospitality
13:20 - The importance of training, knowledge bases, and quality assurance
44:41 - How support teams can help identify gaps in the booking experience
28:21 - What operators should consider when outsourcing guest services

Connect 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/ccssuccess
Instagram Link: https://www.instagram.com/call.center.solutions/

Connect with Paul:
Email: paulw@ccssuccess.com

Connect with Amanda:
LinkedIn: https://www.linkedin.com/in/amanda-szubert-8b26a033/

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👉 Get started: https://www.ccssuccess.com/

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#vacationrentals #shorttermrentals #guestservices