A small boutique-hotel group with three properties across Lombardy — boutique scale, high standards, and a front desk that was drowning in repetitive enquiries. Most of those enquiries weren't booking calls. They were the same twelve questions, asked through every channel, in three languages, all day.
Room types. Parking. Late check-in. Breakfast hours. Spa. Allergies. Pet policy. Each property routed enquiries through a different inbox, a different phone line, and a chat widget that nobody answered consistently. The team was burned out, OTA dependence was creeping up, and direct booking rate sat well below industry benchmarks.
The brief: stop the bleed on reception time. Convert more enquiries directly. Don't compromise the warm, hands-on guest experience that defines the brand.
Mapped every guest touchpoint — calls, email, chat, social DMs, OTA messaging — and classified six months of enquiries by intent and language.
Deployed an AI concierge across web chat, booking widget, and email — trained on property data, policies, and tone. Italian, English, German.
Wired the agent into the PMS with a dynamic rate-quote handoff. Soft incentives for direct bookings (early check-in, room upgrade) surfaced contextually.
Refreshed each property page, schema, and Google Business Profile. Local search visibility on 'boutique hotel + village' terms rebuilt from scratch.