Case Study

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Case Study: Hospitality, AI, & The Power of Outsourcing

Owners of a mid-sized hotel located in the heart of a buzzing business district had goals of expanding. However, they struggled to deliver the quality service their guests deserved and dynamically price room rates to meet occupancy and revenue goals. Outsourcing a behind the scenes team with Smiles’ BPO generated positive results in only 6 months.

Challenges

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Solutions

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To achieve revenue results, the hotel needed dedicated agents working behind the scenes to manage data to better support workflow planning and the guests experience.

A team of 10 Smiles on Demand agents were hired to handle:

Data entry used for dynamic pricing to support occupancy goals and accurate resource planning (i.e. staff schedules, housekeeping, food, & beverage inventory, etc.)

24/7 Customer Service Coverage

  • Booking and modifying  reservations by phone
  • Verifying AI generated room placements for online bookings
  • Managing guest special requests and questions (room preferences, hotel floors, bedding, beds, etc.)
  • Monitoring AI chatbots to flag reoccurring guest issues and provide additional assistance
  • Manage customer feedback data for AI generated reports to make chatbots more efficient in assisting guests

Results

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By pairing experienced and qualified Smiles agents with their powerful AI tool the hotel was able to elevate the guest experience, strengthen their dynamic pricing strategy and optimize workflow/resource planning in the first 6 months.

  • Increate overall CSAT rating by 19%
  • AI Chatbot now handles 23% of guest inquiries
  • Increased occupancy rate by 7% and Revenue Per Available Room (RevPAR) by 14%
  • Labor costs reduced by 16%