Palladium Hotel Group Director Corporate Digital & MadTech Antonio Andujar Gomez wanted to unlock new revenue opportunities by identifying and addressing guests’ needs at every stage in their travel cycle.
Palladium Hotel Group is a Spanish hotel company that operates a collection of hotels and resorts in various destinations including Spain, Mexico, the Dominican Republic, Italy, and Jamaica.. The company is known for its luxury and upscale properties, offering a range of accommodations and amenities.
The group operates under different brand names, each catering to specific market segments. Examples include Grand Palladium Hotels & Resorts, TRS Hotels, and Bless Collection Hotels.
Palladium Hotel Group is increasingly incorporating sustainability practices into its operations, aiming to minimize its environmental impact.
3 main challenges needed to be tackled :
- Palladium wanted to streamline customer service to strike down repetitive and time-consuming tasks.
- Boost Direct Sales across multiple hotels, providing services to the right guest at the right time…
- Boosting Conversion Rates on their hotel websites.
Looking for the right solution :
“Every vendor will tell you that their solution is based on AI… OK… But we needed a solution that we could trust to give the right answer at the right time, based on robust and tried algorithms with a deep understanding of the hotel industry as well as an existing base of data points for upsell and cross sell that could get us up and running fast… “
Palladium Hotel Group Director Corporate Digital & MadTech: Antonio Andujar Gomez
Was it a good choice?
🥁 In the current year, “Velma” Quicktext AI customer agent has generated :
- +120,000 guests conversation
- Produced over 16,000 leads
- Pulled direct revenue exceeding 1 million euros.
To initiate qualitative and to monetize guest conversations, Velma and the Quicktext team gathered preferences and intent, creating customized booking experiences, offering instant support, and guiding direct bookings while maintaining guest engagement at all times. This highly effective automation reduced non critical calls and front office workload eliminating the need for round-the-clock human support.
The success of the collaboration between Palladium and Quicktext showcases the potential of AI-driven solutions as a game changer in customer service, lead generation, and revenue optimization for the hospitality industry.
