CASE 5
Hotel Group
From overloaded front desk to 24/7 guest handling (AI concierge + ops automation)
The group managed multiple properties and a high volume of repetitive guest requests:
- Late replies after hours
- Front desk overload
- Inconsistent answers across properties
- Manual handling of check-in info, amenities, upgrades, late checkout
Objective
Reduce front desk load, improve guest response speed, and increase upsells — with consistent service across properties.
What we identified in the first Bottleneck Check
The bottleneck wasn't staff effort. It was lack of a standardized service layer:
- No 24/7 response capacity
- No consistent upsell prompts
- Manual ops work duplicated across locations
What we implemented:
1) AI Concierge Agent (multi-property)
- Answers FAQs instantly (parking, breakfast, check-in/out, policies, local tips)
- Routes complex issues to humans with a summary
- Works across properties with consistent rules
2) AI Upsell Agent
- Automates upgrade offers, late checkout, add-ons
- Sends timed prompts before arrival + during stay
3) Ops Automation
- Creates tasks/tickets automatically (housekeeping, maintenance)
- Tracks resolution time and guest satisfaction signals
Before working with us
- Median guest response time1h 55m
- After-hours unresolved requests27%
- Front desk time on repetitive questions4.1h/day/property
- Upsell acceptance rate3.8%
After
- Median guest response timeunder 2 minutes (24/7)
- After-hours unresolved requests6%
- Front desk time on repetitive questions1.4h/day/property
- Upsell acceptance rate8.9%