The Morgan Hotel captures high-value leads with Quicktext

Located in Dublin, The Morgan Hotel is known for consistently embracing modern solutions to enhance the guest experience. During a period of strategic planning, the team identified a key customer need for instant, accessible information. This led them to implement Quicktext’s AI hotel virtual assistant, Velma which they aptly named ‘Morgan’ to deliver superior service and unlock significant commercial opportunities.

We spoke with Sean Sinclair from The Morgan Hotel team about their forward-thinking approach and the tangible impact of Quicktext on their guest engagement and sales strategy.

What prompted The Morgan Hotel to adopt an AI assistant?

“Our goal was to react to what the customer wants: information as quickly and instantly as possible. We like to be the first in the MHL Hotel Collection to pioneer modern technology, and after reviewing several companies, we liked the Quicktext approach the most.”

How is ‘Morgan’ performing in meeting your expectations for guest communication?

“It meets my expectations and is working well. The only minor hurdles are when guest phrasing confuses the AI, but support quickly helps us refine the responses. Most importantly, we’re capturing leads that we wouldn’t have captured before, and the system is constantly improving.”

You mentioned capturing leads. Can you share how Quicktext has impacted your ability to secure new business?

“The best thing is capturing inquiries that we would have otherwise lost. For example, yesterday, we had a €9,000 inquiry that didn’t book immediately. Before, we’d have no record of that. Now, we have their name, number, and dates, so our team can proactively follow up to convert that sale. It’s a really strong way to ensure we don’t lose potential business.”

How has the support from the Quicktext team been?

“Support has been very good and very strong. Whenever I raise a ticket, I get a very quick response, often with a recommendation on how to prevent the issue from happening again. I’m happy with the support.”

What’s the ‘game-changer’ feature you believe will define the future of hotel AI?

“The next step is having an ‘AI agent.’ I’d love for our chatbot, ‘Morgan,’ to proactively follow up on high-value leads that don’t book instantly, asking why they hesitated. Right now, we can lose a lead overnight while waiting for a human agent. If the AI could do that instant follow-up, and even negotiate within set boundaries, that would be a game-changer.”

What is your overall satisfaction rating for Quicktext?

“I would say 8.5 out of 10”.

Key Results for 2024

• €661,121 Lead Value Captured: The AI virtual assistant identified and captured substantial high-potential business opportunities.
• €89,172 in Direct Revenue: A significant amount of confirmed bookings were generated directly by ‘Morgan’.
• 435 High-Value Leads: Enabled the sales team to proactively nurture and convert a large volume of inquiries.
• 8.5/10 Satisfaction: A high rating reflecting strong performance and a successful partnership.