About the Client:
LakeFront Resorts, Ontario, Canada
- Over 20 cottages and villas
- Over 100 rental stays
- Self-service model, designed for minimal staff interaction
Collection of rental properties in Ontario's Muskoka, Kawarthas, and Georgian Bay regions, offers a unique blend of serene nature and comfortable accommodations.
Challenge:
- Language Barrier: the diverse guests, often not fluent in English, led to a reliance on customer support calls for guest interactions, spoiling overall experience.
- Remote resort locations complicated staff coordination, inflating operational costs to C$170K+ annually and delaying task completion by up to an hour.
- Service ratings on booking platforms never exceeded 8.5.
Solution:
- Hands-On Support: The AI Concierge communicates fluently with guests and staff in the comfortable language, providing back-to-back translation. It stores all the necessary information, and guards the brand’s tone-of-voice
- Integrated Systems: With access to CRM and HRM systems, the AI Concierge personalizes guest interactions, updates on amenities, and efficiently assigns tasks to the most suitable staff member.
- Proactive Task Management: It ensures swift task execution by reminding staff of deadlines and monitoring progress.
Results:
- Dramatic Response Time Reduction: response rate plummeted from up to two hours to under ten minutes.
- Significant Cost Savings: saving 22% on remote customer support , with a continued downward trend.
- Improved Guest Ratings: Service satisfaction on Booking.com rose to 8.8 within three months of implementing Handy.ai's solution.
More to come!
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