Business challenge
Fragmented and slow communication. From the first inquiry to check-out, staff struggle with a huge volume of repetitive questions. At the same time, valuable opportunities for direct bookings (avoiding OTA commissions) and for selling additional hotel services are missed, because staff have no capacity for proactive selling.
DATUM solution
Implementation of an omnichannel AI Concierge deeply integrated with the PMS (Property Management System) that follows the entire guest journey in multiple languages. The system checks availability, offers dynamic pricing and guides the user to a direct booking. Before arrival, the agent proactively offers upsells (airport transfers, wellness packages, VIP parking). During the stay, it handles requests such as room service, table reservations and personalised recommendations via WhatsApp. After departure, the system collects reviews and encourages loyalty.
Business value
More than 60% of all guest communication automated, a significant increase in conversion rates for direct bookings and more efficient monetisation of additional hotel amenities, all with a premium, personalised guest experience.