Transforming Guest Services with AI Agents for a Multinational Hotel Chain

A multinational hotel chain adopts Voice AI agents for reservations, support, and service requests, reducing costs by 65% with 24/7 multilingual support.

  • Fully Customizable
  • No hidden costs
  • No coding required

About the Client

The client is a prominent multinational hospitality chain operating globally with a diverse portfolio of properties, including 15 luxury hotels, 8 all-inclusive resorts, 10 high-end spas, and 15 vacation rental properties spread across major tourist destinations worldwide. The chain emphasizes delivering exceptional guest experiences and sought to transform its operations by leveraging advanced Voice AI agents to stay ahead in a competitive market.

Challenges

The hotel management wanted to overcome some operational challenges

Call Centre Capacity

The in house call centre was understaffed, and they struggled with peak periods and a high volume of informational calls
Lack of 24/7 Coverage

The current setup lacked 24/7 coverage to cater guests from different time zones, resulting in missed bookings and poor ratings

High Operating Costs

Hiring new call centre staff and retaining the existing staff led to high management costs. Fluctuating call volumes also added to the problem.
Language Barriers

The hotel's call centre agents spoke only one or two languages, limiting communication with a multi lingual global clientele.
High Average Handling Time

As the property expanded its services they started getting a wide variety of inquiries which took a lot of time and effort for the staff to handle.
Low Up-sell and Cross-sell

The existing call handling process failed to maximize up-selling and cross-selling opportunities, leaving revenue untapped.

Objectives

The management team had clear goals and objectives that they wanted to achieve with Voice AI automation

 
 
  • Reduce Operational Costs
  • Provide 24/7 Guest Support
  • Support Multiple Languages
  • Improve Customer Satisfaction & Guest Experience
  • Reduce Average Handling Time (AHT)
  • Increase Scope of Support
Our Services

Solution

The hotel chain partnered with Supafunnel to implement a suite of AI agents that addressed the above challenges. The solution comprised of highly trained Voice AI agents designed to enhance different facets of hotel operations

01

Reservation and Booking Management

AI agents efficiently managed reservations, queries, bookings, check-ins, and check-outs. which reduced front-desk workload by 60%, improved response time by 40%, ensuring a seamless guest experience.

02

Multilingual Guest Support

The AI agents utilized advanced Natural Language Processing (NLP) to communicate in six languages. This feature eased communication barriers, leading to a significant boost in guest satisfaction.

03

Enhanced Room Service

The AI agents streamlined room service requests. This led to a 60% reduction in response time, with increased staff efficiencies and lower costs.

04

Up-sell and Cross-sell

AI agents employed up-sell and cross-sell algorithms to recommend relevant services to guests, which enhanced ancillary revenue by suggesting upgrades, services, and experiences.

05

Voice AI Concierge

By using AI Agents, the client provided 24-hour access to room service, housekeeping requests, and more along with personalized recommendations, contributing to overall guest satisfaction and operational efficiency.

06

Personalized Guest Experience

Overall, the AI agents contributed to a more seamless and efficient guest experience by optimizing various hotel operations and personalizing services.

Outcome

The adoption of Voice AI agents resulted in measurable improvements across various performance metrics:

  • Reduction in operational costs by 65% by reducing reliance on human agents and minimizing expenses like salaries, training etc.
  • Enhanced Productivity and Operational Efficiency by 80% through automation of repetitive tasks and handling multiple queries.
  • The AI agents supported 6 languages, provided 24/7 support, increasing satisfaction and eliminating language barriers.
  • The AI agents cut AHT by 40%, improved support with multilingual capabilities while increased CSAT by 30%.
  • Response times were cut by 60%, leading to prompt resolution of guest queries.
  • The client saw a 25% increase in booking conversions and a 40% increase in ancillary sales.
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reduction in operational costs

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improvement in efficiency

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increase in booking conversions

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