The problem: Small friction slows teams down
As portfolios grow, communication and operations teams need speed, clarity, and consistency. Even strong teams lose time when tools do not match day-to-day realities:
- Properties are harder to identify when system labels do not match the names teams use internally
- Agents and communications staff waste time rebuilding the same filters every time they log in
- Important messages can get buried in busy inboxes, delaying responses when a guest needs help urgently
These issues add up and can impact response times, team efficiency, and the guest experience. This is where UpMarket comes in.
What is UpMarket
UpMarket helps hospitality teams manage guest communications and portfolio operations with confidence. It is designed to support real workflows across growing portfolios, giving teams better visibility and faster ways to act, without forcing them to relearn how they already operate.
UpMarket handles all the vital front-desk operations to make managing your properties, or running your hotel as smooth as possible. From its’ Online Check-in to ensure you stay compliant with mandatory reporting, to offering you your very own Virtual Concierge to ensure your guests always have all the information they need, at the click of a message.
The solution: Three updates designed for speed and clarity
1) PMS internal property names are now imported into UpMarket
UpMarket now imports internal names from a host’s PMS. This allows operational teams to keep using the naming conventions they already know.
What this means in practice:
- Search using familiar identifiers: Teams can search for properties using the internal PMS names they already rely on, making it faster to locate the correct listing and reducing the risk of selecting the wrong property.
- Consistent visibility across UpMarket: Internal property names are displayed alongside the commercial property name anywhere it appears in UpMarket, ensuring staff can immediately recognize properties in every view and workflow.
The result is less confusion, faster navigation, and fewer mistakes when working across multiple properties.
2) Communications Hub filters are now persistent between sessions
Filters in UpMarket’s Communications Hub now remain set between sessions. Communications staff and agents can set up their preferred views once and return to the same configuration the next time they log in.
This helps teams:
- Create agent-specific working views: Configure tailored views for specific regions, buildings, owners, or sub-sections of the portfolio, so each agent sees exactly what is relevant to their responsibilities.
- Resume work without reconfiguration: Return to the Communications Hub and continue where you left off, without needing to rebuild filters at the start of each session.
- Maintain consistency across shifts and teams: Standardize workflows and ensure continuity between shifts, helping teams operate more predictably and efficiently regardless of who is on duty.
3) Filter conversations to show only those with active escalations
It is now possible to filter conversations in the Communications Hub to show only conversations with active escalations that require attention.
This makes it easier to:
- Identify high-priority guests immediately: Surface only the conversations where a guest currently requires intervention, so nothing critical is missed.
- Prioritize urgent work with confidence: Focus attention on escalations first, even when the inbox is busy, and reduce time spent sorting through lower-priority threads.
- Improve response speed for time-sensitive situations: Shorten the time to first action on escalations, helping teams resolve urgent issues faster and deliver a more reliable guest experience.
Advantages: Why these updates matter
Faster onboarding and less change management
Importing PMS internal names reduces the learning curve for teams and avoids friction caused by unfamiliar labels. New team members can ramp up faster because the property identifiers they already recognize are available in UpMarket from day one. For experienced staff, it minimizes disruption during rollout since they can continue using the same naming conventions and operational language they rely on daily, which reduces training effort and improves adoption.
More consistent workflows for agents and teams
Persistent filters support repeatable workflows and reduce the time spent setting up views across shifts. Agents can maintain a stable, role-specific workspace that reflects how work is actually assigned, such as by region, building, or portfolio segment. This helps create a more consistent operating rhythm, reduces setup time at the beginning of each session, and improves continuity when work is handed off between teammates.
Better focus on urgent guest needs
The active escalations filter highlights what needs attention right away and helps reduce response delays. Instead of scanning through a full queue to find urgent cases, teams can quickly surface the conversations that require immediate action. This improves prioritization, supports faster intervention on high-impact issues, and helps ensure guests with time-sensitive needs receive a prompt response.
Better service as you scale
Together, these changes reduce friction across identification, navigation, and prioritization, helping teams support more properties without increasing complexity. As portfolios expand, small inefficiencies become major bottlenecks. By making it easier to find the right property, maintain the right working views, and focus on escalations, UpMarket helps teams stay organized and responsive even as message volume and operational complexity grow.
See these new features in action
If you are already using UpMarket, these improvements are already available and ready to support your team. Start using them right now.
If you are evaluating tools to improve guest communications and operational workflows, we would love to show you how UpMarket helps teams move faster. Contact us to book a demo and see these updates in action.
