The REVIER Hospitality Group develops and operates innovative accommodation concepts under the two different brands “Revier” and “Privà”. Their expertise in real estate allows for hotel investment, development, and operation to be managed in-house, providing significant competitive advantages. Currently, the group operates hotels under the brand “Revier” in Switzerland, Austria, and Dubai :
- Revier Dubai
- Revier Lenzerheide
- Revier Montafon
- Revier Adelboden
- Revier Saas Fe (opening late 2024)
We had the pleasure of speaking with Fabian Weidmann, Head of Marketing and Distribution about his experience with Quicktext, the hospitality AI super app.
Can you tell us about your decision to select and deploy an AI virtual assistant in your group?
Years ago the topic was not AI but chatbots and our intention was to have a basic virtual assistant on our hotel websites that could answer clients like a FAQ on steroids… We needed to choose the technology carefully as it was likely going to be the first interaction of a client with our brand and you know what they say about first impressions…
The point that won us over was the connection to Mews, our PMS systems. That made Quicktext much more than a smart chatbot but also a transactional bot…
Does Quicktext meet your business needs?
We first set it up as a unified solution to centralize all guests communication. It was efficient enough and your support team was very helpful so we did not need to update the model with all the bells and whistles. Now, we realize that the solution is evolving and we need to catch up to meet our future needs which could be a partially automated administration of all our hotel’s guest relation process.
Do you get a good return on your investment?
I would say that Quicktext pays for itself in terms of increasing our operations staff productivity and overall guest satisfaction (being able to answer guests accurately in their own languages is a big plus). Our next step, with the help of your team, is to learn from our data to boost direct bookings in all our properties…
How do you see the future of hospitality with AI?
AI already has a big impact in the hospitality industry, I mean sophisticated tools like an RMS (revenue management system) for example are already functioning with some layers of AI since quite some years. What definitely changed within the last few month is, that technologies are now widely accessible due to applications like the LLM of Chat GPT. Even if people are overestimating the impact of such innovation in the short term I believe that ultimately we will not be disappointed.
However, I still believe that all problems do not have AI solutions. Fully AI operated hotels might exist as fringe cases but Hospitality will remain a people business.
On a scale from 0 to 10, what is your overall satisfaction with Quicktext?
8/10.
