Case Study - Hotel Bookings
Hotels are faced with a huge amount of administrative work as more and more hotel
bookings happen via Online Travel Agents such as Bookings.com. Emails come in from
a variety of sources with bookings, updates, virtual credit card details, and
Processing these bookings and adding them to the Hotel's Property Management
System is laborious and repetitive work. Human error means bookings, cancellations
and changes are not always made correctly which results in a loss of revenue as cards
are not charged correctly.
The Hotel Group we are working with has seen its call centre swell to 80 staff, many of
whom are simply dealing with the administrative tasks created by the bookings from
Online Travel Agents.
The management team felt that this work was not fulfilling. It was unnecessary and
costly to process manually. Worse still, human error in processing these tasks meant
that reception staff, at check in and check out, needed to deal with multiple issues on
the spot, causing frustration for both staff and customers.
Solution – Phase 1:
We suggested the following approach.
IntelliAgent monitors the email inbox 24x7 and processes all bookings, updates and
cancellations. It reads card images and enters or updates virtual credit card details,
leads to zero human error, and all bookings made correctly.
Solution – Phase 2:
Further areas identified where automation could bring significant benefits
IntelliAgent used to handle direct customer bookings, amendments and cancellations
via phone, live web chat and email created using to provide 24x7 booking capability via
Other areas for automation also identified including invoice processing for corporate
customers, card processing for other bookings so that all cards processed on time and
all invoices sent on time with no human error leading to significant reduction in credit
control issues and vastly improved cash collection.