An AI automation specialist from our ‘Upshoring’ panel partnered with an independent luxury hospitality group operating multiple high-end properties across the US. The business had grown rapidly, but the marketing and reservations teams were overwhelmed by rising enquiry volumes from web forms, email and social media. Response times varied widely, and inconsistent follow-up meant that high-value room and event enquiries were slipping through the cracks during peak periods.

The UK-based service provider implemented a centralised CRM system supported by an AI-powered lead engagement agent capable of responding instantly, answering guest questions, and capturing essential booking details. Automated workflows guided prospects through tailored follow-up sequences, and a new sales pipeline gave management complete visibility over enquiry status and guest readiness to book.

Delivered in under eight weeks, the project significantly reduced admin pressure on the reservations team and created a dependable structure for enquiry handling during busy seasons. The hospitality group saw a marked uplift in direct bookings, with improved enquiry-to-stay conversion rates and a reduction in reliance on costly third-party booking platforms.

The work was completed for less than half the cost quoted by US providers, demonstrating how upshoring marketing work to UK specialists can deliver both stronger performance outcomes and material savings for service-led businesses.