Map
We mapped the operating challenge
Guest requests, booking changes, housekeeping updates, and service recovery issues were spread across phone calls, inboxes, shift handovers, and review platforms.
Hotels case study
How a hotel cleaned up guest requests, handovers, and service recovery.
Guest requests, housekeeping updates, and service recovery issues were spread across shifts and tools. This case study shows how routing, task ownership, and escalation rules made follow-up clearer.
The starting point
The hotel handled booking questions, guest requests, housekeeping updates, arrival notes, complaints, reviews, and service recovery across front desk shifts and manager handovers.
Requests were easy to miss when they moved between shifts, tools, and teams. The hotel needed faster routing and clearer follow-up without losing judgement around guest experience, refunds, or reputation.
What we did across the engagement
After the starting point was clear, we moved through four practical steps: mapping the challenge, defining where AI could safely help, putting the workflow in place, and setting the handoffs and review points that kept judgement with the team.
Define
We defined AI's role and boundaries
Request routing, housekeeping tasking, response paths, and review follow-up could move faster, while refunds, complaints, VIP guests, and safety issues needed manager control.
Set up
We put the workflow in place
We set up guest-request intake, routing rules, response paths, housekeeping follow-up tasks, and escalation paths for sensitive service issues.
Control
We kept control with the team
Before the workflow was treated as live, we set the ownership, handoff rules, and review points for sensitive requests. Routine work could move faster, while judgement stayed with the team.
The results
The change showed up in the day-to-day work: fewer things slipping through, cleaner handoffs, and clearer ownership for the team.
- Faster response to guest requests
- Cleaner shift handovers and housekeeping follow-up
- Better visibility into service recovery and review risk
Bring us the workflow your team keeps having to work around.
You do not need to know the right solution yet. Share what is slowing the team down and we will help shape the next move.