Virtual Commercial Department for Hotels
Your Hotel’s Commercial Team. Powered by HSM Bulgaria
We help independent hotels and resorts in Bulgaria sell more, distribute smarter, and keep full control over reservations, revenue, and invoicing — without hiring an in-house team.
About HSM Bulgaria
HSM Bulgaria is a hospitality outsourcing and commercial management company based in Burgas, created to help independent hotels perform like large, well-structured chains. Founded in 2021 by Kristiyan Milchev, after many years of working directly with seaside and city hotels, the company now supports properties across Bulgaria with end-to-end commercial services: sales and contracting, digital distribution, reservations, revenue & pricing, marketing support, and invoicing / accounts receivable. Our goal is simple — to increase hotel revenue, stabilize occupancy, and reduce the need to hire and train an in-house commercial team.
As part of our service, we offer representation to our partner hotels at industry trade shows, B2B meetings, and tourism conferences in Bulgaria and abroad, positioning them in front of tour operators, OTAs, bedbanks, corporate clients, and DMCs. At the same time, we continuously invest in our own development — our team takes part in revenue management, distribution, and hospitality tech trainings, so we can implement the latest practices in PMS, booking engines, channel managers, GDS and metasearch. We also invest in internal software and reporting tools that make our work faster and more transparent for hotel owners and GMs, ensuring they always see real numbers and real results.
What makes us different is that we work inside your systems and together with your teams. Our specialists log directly into your PMS, booking engine, and channel manager to update rate plans, load contracts, monitor pick-up, and manage distribution. We work with leading PMS solutions, booking engines, channel managers, GDSs, tour operators, and multiple online distribution channels, which allows even smaller and independent hotels to reach a much wider audience and sell on the same level as bigger properties. At the same time, we coordinate daily with your Front Office, Reservations, F&B, and Accounting departments, so commercial decisions match real operations and availability. We provide clear weekly performance reports, giving owners and GMs full transparency over revenue, occupancy, channel mix, and unpaid invoices. This way, outsourcing doesn’t feel like outsourcing — your guests, partners, and OTAs communicate with a professional team that acts under your brand.
Meet the HSM Bulgaria Management Team
We keep the team lean and experienced.
HSM Bulgaria works with a core group of commercial specialists and adds project-based experts when a hotel needs extra support in marketing, tech integration or revenue. These are the people leading your account.
HSM Bulgaria is a hospitality outsourcing and commercial management company based in Burgas, created to help independent hotels perform like large, well-structured chains. Founded in 2021 by Kristiyan Milchev, after many years of working directly with seaside and city hotels, the company now supports properties across Bulgaria with end-to-end commercial services: sales and contracting, digital distribution, reservations, revenue & pricing, marketing support, and invoicing / accounts receivable. Our goal is simple — to increase hotel revenue, stabilize occupancy, and reduce the need to hire and train an in-house commercial team.
Founder & Managing Director
Kristiyan founded HSM Bulgaria in 2021 to give independent hotels the commercial power of big chains — without building an in-house team. He brings years of hands-on work with seaside and city properties in sales, contracting, distribution and pricing. Today he leads revenue strategy, partnerships and onboarding, making sure our team works directly inside each hotel’s PMS, booking engine and channel manager with clear weekly reporting and full transparency for owners and GMs.
Hotel Sales & Contracting Manager
Dilyana joined HSM Bulgaria at the beginning of 2023, and she quickly showed how valuable she is thanks to her previous hotel experience and hospitality education. Because of her strong commercial mindset and attention to detail, she moved into sales and contracting and now manages the full contracting cycle with tour operators, bedbanks and corporate accounts, terms, allotments, release, promotions and parity. She monitors pick-up and channel mix, aligns budgets with revenue targets.
Revenue & Accounts Receivable Coordinator
Petya has been with HSM Bulgaria since the very beginning and is a key part of our daily operations. She combines strong organizational skills with experience in events and customer service, and speaks multiple languages, which helps her work smoothly with international partners. At HSM Bulgaria she coordinates revenue reporting and the full invoicing / accounts receivable process — tracking partner payments, following up on outstanding balances, and preparing monthly statements for hotel owners.
Reservations & MICE Manager, HSM Bulgaria
Silvia joined HSM Bulgaria in 2021, bringing long experience as a hotel manager and a very good understanding of day-to-day hotel operations. She oversees the reservations department — individual, group and MICE requests — and makes sure every inquiry is handled on time and according to each hotel’s standards. She turns reservation rules into daily practice, keeping conversion high and misbookings low.
Our Process Explained
Understanding Our Approach
1
Initial Assessment
We begin by onsite visit from our side, evaluating your current systems, including your property management software and booking channels, to understand your existing setup.
2
Secure System Access
Once we define the project scope, we gain limited access to necessary systems, ensuring all actions comply with your security protocols.
3
Comprehensive Review
We conduct a thorough audit of your contracts and pricing strategies to identify immediate improvements and ensure consistency across all platforms.
4
We act under your brand
All communication with OTAs, tour operators, guests and suppliers is done as your hotel — from your email and with your signature — so for partners it looks like an in-house commercial team.
5
Invoicing & Accounts Receivable
We issue or verify invoices to partners, track due dates, reconcile stays with actual arrivals, follow up on overdue payments and prepare AR statements for the owner/GM. This way bookings are not just generated — they are collected and cash flow stays healthy.
6
Distribution & new partnerships
We open or re-negotiate channels that match your property (OTAs, bedbanks, tour operators, corporate, DMCs, GDS) and push your visibility where it can actually convert.
7
Revenue, pricing & pickup
We monitor demand and pickup and adjust prices, restrictions and promos by date, room type and channel to protect high periods and fill the low ones.
8
Weekly reporting
You receive weekly reports with key KPIs — occupancy, ADR, RevPAR, pickup, cancellations and channel performance. Each report includes a short analysis and clear recommendations so management gets not just data, but direction.
9
Guest & social media responses
We can handle booking-related calls and messages from OTAs, website, individual clients and social media, coordinate special requests with Front Office and make sure no inquiry is lost.
10
Cross-trained team / optional digital
Our team is cross-trained, so there is always someone to take over your hotel. If needed, we can add a separate digital marketing layer (social, OTA campaigns, metasearch) aligned with the commercial plan.
Join Forces with HSM Bulgaria and Outsource Your Hotel’s Commercial Team!
Unlock new potential for your hotel by partnering with HSM Bulgaria. Share a few details about your property and current distribution and we’ll tell you how HSM Bulgaria can plug into your systems and take over sales, reservations and AR — without changing your brand.