The challenge
The Crestwood Hotel's 3-person front desk handled 150–200 calls daily covering reservations, check-in timing, amenity questions, local recommendations, and complaint routing. Peak check-in hours (3–6 PM) left guests on hold and front-desk staff unable to provide quality in-person service to arriving guests.
The solution
Voxovo's inbound agent handles common guest inquiries from a property knowledge base covering amenities, policies, local dining, transport, and FAQ. Reservation modifications route to the PMS via tool call. Complaints and unusual requests warm-transfer to the senior front-desk agent with context. During peak hours the agent manages overflow, significantly reducing hold times.
Results
- Front-desk inbound phone volume down 45% during peak hours
- Guest satisfaction (phone interaction) score: 4.8/5 (up from 4.2/5)
- Reservation modification calls handled without staff: 61%
- TripAdvisor 'staff responsiveness' rating improved by 0.4 stars in Q2
“Our guests said the phone service felt more attentive, not less. The agent answers immediately. Our team now greets arriving guests properly instead of apologising for being on hold.”
More case studies
View allDental clinic
Bright Smile Dental
Dental group eliminates 300 missed calls per month with always-on AI receptionist
Read
Real estate agency
Summit Realty Group
Real estate team qualifies 5× more buyer leads without adding headcount
Read
Restaurant chain
TacoFiesta
Fast-casual chain recovers 18% of missed pickup calls with AI order confirmation
Read