Habitat Case Study — Hotels

Duncan Anderson
January 13, 2021

Health

A description of a real Humanise.AI PlatformOne Habitat implementation.

🤲 Our Client

Hashtag Hotels is the outcome of an innovative idea by its current chief executive Nash Cohen, who decided to focus on a new hospitality concept: pop-up hotels.

The London-headquartered firm rents out rooms, used by students during the academic year, to visitors, but only throughout the summer.

Hashtag Hotels’ successful business model works because it exploits student buildings throughout July and August, when they are usually empty, but at the same time, exactly when there is a high demand for accommodation in tourist destinations like London.

Hashtag Hotels has now six locations in the UK, five of which are in London and one in Plymouth, but given its rapid growth, it will be opening in new venues next summer.

😟 The Challenge

With more than 900 rooms and 70 staff, only 10 of which are full time, Hashtag Hotels needed to increase efficiency in day-to-day operations, especially in handling conversations with guests that often involved routine queries.

Another main goal for Hashtag Hotels was to maximize revenues. Given its narrow time window for business, it was essential for Hashtag Hotels to find a way to capture extra revenue on top of room rates. Lastly, being a new growing company, it was very important for Hashtag Hotels to receive feedbacks from guests in order to understand how to improve the service offered and be able to increase guests’ satisfaction next year.

🤩 The Solution

Hashtag Hotels was able to achieve all its objectives with one single solution: our digital concierge Gem. Using artificial intelligence, Gem automates guest conversation, freeing Hashtag Hotel’s team from answering those routine queries that were decreasing the staff’s efficiency. Guests are transferred to the team only when needed, in case of complex topics.

Gem has also been an incredible opportunity for Hashtag Hotels to up-sell additional services, like early check-ins, late check-outs and bag storage, all without needing to speak to a member of staff. This resulted in extra revenue, without an increase in staff costs, key result for our client.

Lastly, thanks to tailored post-stay messages that ask guests to rate their stay, Hashtag Hotels has been able to have a clear overview of guests’ feedbacks. This will allow our client to improve the service offered next summer.

📈 Results

The Virtual Assistant resulted in the following business improvements:

  • 60% of guests interacted with our Virtual Assistant.
  • 95% of guests provided their full contact details to the Virtual Assistant.
  • 10% of guests made automated upgrade purchases through the Virtual Assistant.
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