AI concierge handling 94% of guest interactions — from booking to checkout
How a hospitality group deployed an intelligent guest experience system that personalises every touchpoint and operates around the clock.
The Challenge
The group's properties were receiving hundreds of guest enquiries daily — pre-arrival questions, room upgrade requests, restaurant reservations, local recommendations, late checkout requests — all handled manually by front desk staff who were simultaneously managing in-person guests. Response quality was inconsistent, upsell opportunities were being missed, and staff were stretched.
Our Solution
BizPromptly built an AI-powered guest concierge that integrates with the property management system, restaurant booking platform, and CRM. Guests interact via WhatsApp and a web widget. The concierge handles pre-arrival communication, processes upgrade requests against live availability, books dining and activities, and sends personalised recommendations based on guest history. It escalates seamlessly to staff when needed.
Outcomes
- →94% of guest interactions handled without staff involvement
- →Average upsell revenue per guest increased by 41%
- →Guest satisfaction (NPS) improved by 22 points
- →Front desk staff repurposed to focus exclusively on in-person guest experience
- →Response time to guest enquiries: under 30 seconds, 24/7
“Our guests think they have a personal concierge available at all times. That's exactly the experience we wanted to create, and BizPromptly made it a reality.”
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