Background & Client Profile

Urban Stay Hotels is a regional boutique hotel chain with 15 properties across several cities. Their guest services desk handles many calls: booking inquiries, room-service requests, concierge questions (local guidance, transport, amenities), booking modifications, and late-night guest support.

Challenges

• At night or during busy check-in/out hours, front-desk agents were often busy — leading to long wait times or unanswered guest calls.
  
• High cost of staffing 24/7 concierge staff across all locations.
  
• Inconsistent guest experience — some agents would answer readily, others slower or less informatively, especially with frequently asked questions (amenities, transport, local attractions, booking changes).
  
• Guest dissatisfaction due to delayed responses to simple requests (e.g. extra towels, late checkout).
  

Our Solution via Implement Artificial Intelligence

• We deployed a multilingual AI voice concierge across UrbanStay’s properties’ call lines. Guests can call for common requests such as booking modifications, room-service orders, amenities, local recommendations and get instant responses. This coverage is available 24/7, even when human staff are occupied or off-shift.
  
• The voice assistant integrates with UrbanStay’s property-management & room-service systems: it can check real-time availability, adjust bookings, trigger service requests, or log guest requests automatically.
  
• For complex interactions (special requests, complaints, payment issues), the AI can route the guest to a human concierge, providing full context so the handover is seamless.
  

Outcomes & Benefits

• During late hours and peak check-in/out times, over 40% of guest calls (amenities, room service, bookings) are now handled by AI — reducing burden on overnight staff.
  
• Guest waiting times dropped significantly; many requests are fulfilled instantly, enhancing guest satisfaction and perceived service quality.
  
• UrbanStay avoided hiring extra night-shift staff  substantially reducing labor costs while maintaining high-quality support.
  
• Consistency improved: every guest gets the same accurate information about amenities, check-out policies, local guidance, etc., improving brand reputation and reducing guest complaints.
  

Insights & Best Practices

• Integrating AI with your backend systems (booking, room-service, property management) is essential — otherwise, the voice agent can only answer FAQs, not actually effect change.
  
• Multilingual support helps in hospitality, guests may call in different languages or accents.
  
• For guest-facing industries, voice AI should be “human-like” and courteous, scripts should reflect brand tone, be empathetic, and avoid a robotic feel.
  
• Escalation logic (to human staff) must be smooth to handle non-standard requests or sensitive issues.
  

Value Delivered by IAI – Implement Artificial Intelligence
UrbanStay Hotels gained 24/7 guest support, improved guest experience, reduced labor costs, and enhanced consistency all without compromising service quality. The AI concierge helped them deliver high-touch hospitality at scale.