The CRM on one side, the booking engine on the other and rooms sold across several platforms at the same time. Every guest request came in through a different channel and was handled by hand.
The starting point
Four properties, each with its own operation, and a set of systems that did not talk. Guest requests arrived by email, phone, front desk and booking platforms. Invoices and receipts were written and sent one at a time.
None of it was hard. It was repeated — every day, in four places. It is the exact profile of work that grows with the company and never gets revisited, because each piece looks small on its own.
What was built
- New websiteThe public base the rest sits on.
- AI conciergeAnswers the guest, advises, and supports visit and booking requests — on the channel the guest is already using.
- Consistency agentsKeep the CRM, the booking engine and the platforms aligned, so the same room is not sold twice nor left unsold.
- Invoicing and receiptsStop going out by hand, one at a time.
The least eye-catching piece is the one that solves most: the consistency agents. A concierge is visible and demos well; keeping three systems saying the same thing about the same availability is what prevents the error that costs money.
Where a person still decides
There is one rule, and it explains itself in a sentence to whoever is on the front desk: if the guest is already a customer, the concierge closes the booking on its own; if not, it prepares everything and someone confirms.
The boundary is not about capability — the system can do both. It is about consequence. With a known customer there is history, confirmed identity and a way to reach them: if something goes wrong, a phone call fixes it. With a stranger, the same mistake is a blocked room and a person turning up at the door.
For the guest the experience is the same either way. It answers the way a member of staff would answer the phone.
What is still in progress
Marketing automation is being built right now. It appears here because it is the real state of the project — the rest is live, this is not yet.
What we still do not know
The manual work is gone, but it is not measured yet: there are no hours saved or bookings recovered with a definition that would hold up to a question.
