Case Study: AI Receptionist & Email Nurture Slashes Hotel Admin by 60%Case Study: Boutique Hotel Cuts Admin by 60% with AI Booking & Email Nurture
The Challenge
A luxury boutique hotel chain in the heart of the city faced mounting operational pressures. Recruiting and retaining front-of-house phone staff was becoming increasingly difficult — and those who stayed were often overwhelmed, particularly during peak hours and events. The result?
Missed calls
Poor enquiry handling
Little to no follow-up
A guest experience that stopped at “check-out”
Their weekends were quiet, too. Over-reliance on weekday business travellers meant rooms often sat empty from Friday to Sunday. With no outbound marketing in place, guests weren’t returning — and direct bookings were becoming scarce.
The Solution
AIM Agency delivered a powerful, hospitality-specific AI solution in two parts:
âś… AI Receptionist (Phone + Website)
Answers all inbound calls, day or night
Responds to FAQs and booking queries instantly
Confirms room bookings and sends SMS/email confirmations to guests and front desk
Never takes a day off — available 24/7/365
📧 AI Email Nurture System
A fully automated outbound campaign was created to:
Re-engage previous guests
Promote weekend city break packages
Convert new enquiries into direct bookings (bypassing third-party platforms)
Deliver pre-arrival information and upsell opportunities
The hotel now has a complete AI-managed guest journey — from first enquiry to welcome email and beyond.
The Outcome
In just a few months, the results were transformational:
Admin workload reduced by 60% — staff now focus on guest experience
Direct bookings increased by 38%, cutting OTA commissions
Guest satisfaction improved, thanks to personalised, automated pre-arrival touchpoints
Weekends filled up with returning guests and new traffic from outbound offers
Client Feedback
“We used to struggle with missed calls and overwhelmed staff — especially on busy week days. Now our AI Receptionist handles bookings around the clock, and our personalised email campaigns are filling up the rooms we used to leave empty. The whole process feels smarter, more personal, and more profitable.
AIM Agency helped us take control of our guest journey and grow — without hiring more people.”
