We are delighted to present a challenge from The Savoy Hotel Challenge on Wednesday, 16th September 2026 at 10am.
The Savoy Collection is a leading Irish-owned luxury hospitality group operating from Limerick city. With a strong reputation for guest service and premium standards, the group manages significant email-based communications across reservations, OTA channels, and direct guest engagement. The Front Office team is the operational nerve centre — handling 120–180 emails daily, 50%+ of which generate direct bookings.
The Savoy Collection are seeking technology partners who can help transform how they manage guest communications across the collection.
Current Pain Points:
- Volume & Time Burden – 1.5–3 hours per shift spent on email — time that could be redirected to direct guest service and revenue-generating activity.
- Ownership & Continuity Gaps – Shared inbox with no formal ownership model or escalation protocol. Busy periods create risk of queries falling between shifts.
- Limited Analytics & Oversight – No reporting on response times, query types, volume trends, or team performance — making it difficult to manage or improve the process.
- Repetitive Query Handling – High volume of identical queries (parking, check-in/out, directions) answered manually despite templates — no intelligent automation in place.
- No Intelligent Routing – Emails intended for other departments (reservations, F&B, events) are forwarded manually — no auto-classification or routing logic.
- Inconsistent Guest Experience – Reply quality and speed varies across team members and shifts. No structured escalation for complaints or high-value guest queries.
