Our People


John Smallwood

Travel & Hospitality Reservations SME

John brings over 30 years of experience in the hospitality industry to his advisory role at CustomerServ.  John’s expertise in hospitality and reservations began at the grassroots level as a former owner of dozens of hotel properties, where he established industry leading white glove customer service and booking platforms.

John’s intimate knowledge of hotel and contact center operations led to the creation of a hospitality reservation center dedicated to increasing top line revenues for some of the most demanding and iconic hotel brands in the world, such as Viceroy Hotel Group, KSL Resorts, Columbia Hospitality, and Highgate Hotels.

John’s hospitality contact center was the first to be certified by the Kennedy Training Network, long regarded as the reference source of hospitality sales and customer service training.

John’s link up with CustomerServ enhances our combined suite of services to the hospitality and travel reservations industries.  John’s expertise and patent pending booking tools have bolstered CustomerServ’s vendor selection and matchmaking expertise in the reservations sector.

From niche, boutique hospitality groups to major global hotel chains, peer-to-peer rental companies, OTAs, aggregators and beyond, we’re better poised to support sales, customer service, loyalty and the full scope of omni-channel contact center outsourcing needs of our clients.

John earned a BBA degree in Marketing Management from New Mexico State University.  John lives in Santa Fe, New Mexico with his wife Dorothy.  His four children are grown and are pursuing their own professional careers in various locations in the western United States.