The Hotel Call Center Team

Our team includes software industry, travel industry and hotel professionals. We each bring a specialized skill to our company. Together we are YOUR team with decades of experience we’ll put to work for you.





John Smallwood, President: A veteran in the hospitality industry, John has owned, developed, and managed hotels for many years. After earning a BBA from New Mexico State University, he started his career with AT&T, gaining invaluable insight and experience in the early years of the data revolution. His experience in technology and hospitality merged in his development of Travel Outlook, the world-class hospitality contact center. More recently, he has branched out with the creation of ExpressRez, the premier contact center for the Bed and Breakfast industry, and with the creation of Bella, the first AI-powered voice bot for the hotel industry.

Brett Puffenberger, Vice-President of Operations: Brett designs and operates our virtual agent systems and monitors our connections to hotel inventories. He earned dual Bachelor’s degrees in Marketing and in Management Science from Shippensburg University, and earned an MBA from the University of Akron.