Case studiesBPOAlabang, Metro Manila
Bilingual Luxury Hospitality Reservations for a Global Hotel Group
74%
Japanese Booking Conversion
4.8
Japan Market Review Score
+11%
Revenue per Available Room
<2 min
Response Time (all channels)
The challenge
- Japan market expansion requiring native-fluent booking support that the existing US-only team could not deliver
- Booking conversion rate on Japanese-language inquiries at 51%, well below the 68% English baseline
- Concierge requests going unanswered outside US business hours, damaging high-value corporate account relationships
- Average daily rate leakage from downgraded room categories on complex international bookings
- Reputation risk from inconsistent luxury service quality across time zones and languages
The Corpshore approach
- Recruited Japanese-language business-fluent agents from the Alabang metro corridor with hospitality experience
- Deployed a 400+ hour luxury hospitality service protocol training program before go-live
- Integrated Amadeus and Opera PMS with dedicated ADR upsell scripting and category-preservation logic
- Established 24/7 concierge coverage with a Japan-timezone-dedicated pod for high-value corporate accounts
- Instituted weekly language and service quality calibration reviews with the client's brand standards team
Results and impact
| Metric | Before | After | Change |
|---|---|---|---|
| Japanese Booking Conversion | 51% | 74% | +23 points |
| Japan Market Review Score | 4.3 | 4.8 | +0.5 points |
| Revenue per Available Room | Baseline | +11% | 11% growth |
| Response Time (all channels) | 18 min | <2 min | -89% |
| Concierge Fulfilment Rate | 74% | 96% | +22 points |
| ADR Category Preservation | 62% | 88% | +26 points |
Alabang gave us Japan-native service quality without the cost of building a domestic Japan team. RevPAR growth followed within one quarter.