Transforming Guest Services with AI Agents for a Multinational Hotel Chain
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.
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
Call Centre Capacity
The in house call centre was understaffed, and they struggled with peak periods and a high volume of informational calls
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
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
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.
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.
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.
Language Barriers
The hotel's call centre agents spoke only one or two languages, limiting communication with a multi lingual global clientele.
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.
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.
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.
Low Up-sell and Cross-sell
The existing call handling process failed to maximize up-selling and cross-selling opportunities, leaving revenue untapped.
Low Up-sell and Cross-sell
The existing call handling process failed to maximize up-selling and cross-selling opportunities, leaving revenue untapped.
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
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
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
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
Personalized Guest Experience
Overall, the AI agents contributed to a more seamless and efficient guest experience by optimizing various hotel operations and personalizing services.
Personalized Guest Experience
Overall, the AI agents contributed to a more seamless and efficient guest experience by optimizing various hotel operations and personalizing services.
Personalized Guest Experience
Overall, the AI agents contributed to a more seamless and efficient guest experience by optimizing various hotel operations and personalizing services.
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.
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.
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.
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.
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.
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.
65%
reduction in operational costs
65%
reduction in operational costs
65%
reduction in operational costs
65%
reduction in operational costs
80%
improvement in efficiency
80%
improvement in efficiency
80%
improvement in efficiency
80%
improvement in efficiency
25%
increase in booking conversions
25%
increase in booking conversions
25%
increase in booking conversions
25%
increase in booking conversions
Case Studies
Case Studies
Case Studies
Case Studies
Case Studies
Book a Consult
Have a conversational AI or custom automation project in mind? Book a call today and get a time and cost estimate
Book a Consult
Have a conversational AI or custom automation project in mind? Book a call today and get a time and cost estimate
Book a Consult
Have a conversational AI or custom automation project in mind? Book a call today and get a time and cost estimate
Book a Consult
Have a conversational AI or custom automation project in mind? Book a call today and get a time and cost estimate
Book a Consult
Have a conversational AI or custom automation project in mind? Book a call today and get a time and cost estimate
