Revolutionizing guest communication with Quicktext

See Velma in action! Get to know Velma
Mynd Hotels (Spain)

Founded three years ago, Canarian Hospitality has rapidly grown into a prominent hotel chain across the Canary Islands, now managing eight properties under various brands and concepts. Known for its innovative approach to hospitality, the group sought a cutting-edge solution to enhance operations and elevate guest experiences. In 2024, they partnered with Quicktext to integrate Velma, the AI-powered virtual assistant, into their operations.

Óscar Palacios (Chief Development Officer @ Canarian Hospitality) shared insights into how Quicktext has transformed their processes and exceeded expectations.

How did you integrate Quicktext into your hotel’s operations?

From the beginning, we understood the importance of having a virtual assistant solution to assist both our team and guests. Implementing Quicktext was incredibly smooth, thanks to their flexibility and responsiveness. Initially, we started with one hotel, but as we grew to manage eight properties under different brands and concepts, Quicktext seamlessly scaled with us.

Currently, Velma by Quicktext powers communication across multiple channels, including our website and guest platforms, handling a wide range of inquiries about restaurant timetables, gym access, and other amenities.

Is Velma running according to the plan?

Yes, Velma has exceeded our expectations. We initially aimed to reduce the workload on our front office team and provide guests with a modern, convenient way to get answers. Velma achieved both these goals effortlessly.

What surprised us most was its ability to generate significant additional revenue. The tool has directly handled many reservations and routed others to our call center for follow-up, resulting in unexpected revenue growth.

What about the support from the Quicktext team?

Quicktext’s support has been exceptional. Unlike other providers, their team is incredibly responsive, adapting quickly to our needs. For example, when we expanded into managing residential apartments alongside hotels, Quicktext adjusted their business model to accommodate the smaller unit sizes. This flexibility has been invaluable, especially since no other provider has been able to match this level of adaptability.

What is the ROI?

Quicktext has significantly enhanced operational efficiency and revenue generation. By streamlining the management of repetitive inquiries, Velma has allowed our team to dedicate more time to addressing complex guest needs. Additionally, its proactive interface has improved the booking process, helping us optimize follow-ups and maximize conversion opportunities, ultimately delivering added value to our operations.

The following KPIs from 2024 highlight the impact of Velma:

  • Conversations Handled: 6300
  • Leads Sent to Booking Engine: 818
  • Room Nights Generated: 8040
  • Value of Leads: €1,066,325
  • Revenue Booked: €59,755

What would be your next AI-powered integration?

We see technology transforming guest interactions by automating routine tasks like check-ins and other key steps in the customer journey. Similar to how airlines use self-service kiosks and digital luggage tagging, AI can streamline hotel operations and enhance efficiency.

By collaborating with other AI tools and systems, Quicktext could become part of a unified ecosystem that handles tasks such as check-ins, personalized guest support, and in-room services. This integration would create a seamless experience for guests, minimizing wait times and improving operational flow.

Overall Satisfaction

On a scale of 1 to 10, we rate our satisfaction with Quicktext at 9.

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