Partouche Hotels hits the jackpot with Quicktext AI SuperApp

See Velma in action! Get to know Velma
Partouche Hotels (France)

Since its founding in 1973, Groupe Partouche has been a trailblazer in European hospitality and entertainment, managing 41 casinos, 12 hotels, restaurants, spas, and more. Its reputation for innovation has made it a trusted name in offering unforgettable guest experiences. Partouche Hotels continuously explores and integrates “the games of tomorrow” to enhance its offerings, positioning it as a pioneer in the sector. The group employs nearly 3,900 people and is publicly listed on Euronext Paris. The group took its commitment to excellence further by integrating Velma, the AI virtual assistant by Quicktext, across its hotel portfolio.

Anne BORNE (Revenue Manager @ Aquabella Hotel & Spa and Hospitality Consultant for the Partouche Group) took time from her busy schedule to answer our questions about her experience with Quicktext, the AI super app, deployed in all of their hotels. She was joined by Nelly BOYD (Room Division Director @ Hotel 5* & Spa Le Pavillon) under the supervision of Bernard JERONCI (General Manager @ Aquabella Hotel & Spa)

How did you integrate Quicktext in your hotel operation? 

Our Hotel Aquabella in Aix en Provence was the pilot early on, we added Velma, our AI virtual assistant on all our direct communication channels: website, Facebook, SMS, and more recently this year Booking.com. We utilize the Q-Sales section to track confirmed bookings and follow up on unconfirmed ones. Qualified booking requests are directed to our booking engine for confirmation. For unconfirmed bookings, follow-ups are managed by the reservation department or, depending on the time of day, by the reception team.. There is a different process for spa inquiries and reservations, Velma is able to answer most questions and is transferring the lead to the spa desk for final confirmation. While Velma has learned to handle basic questions about our casinos, her primary role is to forward these requests to our dedicated team for specialized handling.

Is it running according to plan? 

Yes, it is working very well… We are saving a ton of time and costs dealing with 24/7 requests in different languages without making errors. Streamlining questions and answers is one thing but maintaining a personal touch and generating more bookings is a different game. Sometimes, Velma is stumped by a particular question wording and her answer is off the mark. So, the process is to flag that specific question and incorporate the right answer in her data. The great thing is that newly updated information in one hotel of the group is mutualized and accessible by all other hotels; which is highly productive… 

What about support from the Quicktext team? 

Our support team is very reactive with continuously updating the data… They are also testing new answers for quality and usability for the guest. After all, we need Velma to book guests on the spot by answering all their questions correctly at the right time not two days later… 

What is the ROI? 

We are looking at monthly stats regarding the conversations handled by Velma and the efficiency of the automation systems integrated into our back end. The following KPIs from 2024 highlight the impact of Velma on our operations:

  • Conversations Handled: 9,760
  • Leads Sent to Booking Engine: 1,281
  • Room Nights Generated: 4,675
  • Value of Leads: €640,000
  • Revenue Booked: €110,000

What would be your next AI-powered integration as an innovative hotel group? 

We are definitely looking forward to Velma talking… 

Overall Satisfaction

On a scale of 1 to 10, we rate our satisfaction at 8/10. 

The note will be higher once we can get 100% of the emails from guests contacting us via booking.com instant messaging but I get that the OTAs are not making things easy for hotel tech partners…

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