Luxury Hotel Group

A luxury hotel group seeking to bring AI into guest experience and back-office operations while protecting their white-glove service standards.

“The mws+ team understood our brand and our guests from day one.”
Group Operations Director, Luxury hotel group, UK and Portugal

Outcome

Results

23%more in-stay upsell revenue within 90 days

4 hours → 45 minutesmaintenance resolution time

All propertieswith guest communications fully automated

Starting point

Guest communications

Every pre-arrival email, in-stay request, and follow-up was handled manually by front office staff across all five properties.

Concierge capacity

The team was tied up with logistics and admin, leaving little time for the high-touch guest interaction the brand is built on.

Revenue leakage

Spa, dining, and activity upsells were offered inconsistently at check-in, with no structured process during the stay.

Approach

Case studies

Financial services firm, Belfast

3 days → under 2 hoursclient onboarding time

Financial services

Over 60%less deal preparation time per transaction

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