Case study · 150 rooms · Isle of Wight
How a 150-room Isle of Wight hotel stopped missing calls
The system behind FrontDesk 247isn’t a prototype. It already runs reception at a 150-room independent hotel on the Isle of Wight — the build every new deployment is productised from.
The situation
A 150-room hotel takes a lot of phone calls — and most of them arrive exactly when the front desk can least afford to pick up: the evening after the day team leaves, the check-in rush, breakfast service. Each unanswered ring was a booking enquiry free to phone the next hotel.
The classic fixes were the classic failures: night cover costs roughly £2,000 a month for 8 of the 24 hours, answering bureaus read scripts and can’t answer “do you allow dogs?”, and voicemail loses the caller altogether.
What was deployed
24/7 voice receptionist
A named receptionist persona answering the hotel's calls around the clock — trained on its rooms, rates, breakfast times, parking, pet policy and directions.
Enquiry capture to CRM
Every call captured into the hotel's CRM with the caller's name, number, dates and intent — nothing left on a post-it, nothing lost between shifts.
Guest intelligence reporting
Monthly reporting on what guests actually asked for: the questions the team couldn't answer, the extras callers wanted to pay for, the enquiries that nearly walked.
How the deal happened
Honestly? Slowly. This wasn’t won with an ad campaign — it was two months of building trust with an independent owner before a single phone flipped. The receptionist was built from the hotel’s own website, listings and policies, tested call by call, and switched on only when the owner had heard it handle real questions about her own hotel.
That’s still how we work: done-for-you setup, a 25-call test gauntlet before launch, and an after-hours-only start if you want to put a toe in the water first.
The results
Detailed results are being compiled with the hotel — and we won’t publish numbers we can’t stand behind. In the meantime, judge the product the honest way: phone our demonstration hotel and put the receptionist through her paces yourself.
Grace at The Harbour House— our fictional demonstration hotel, not the client. She’ll tell you she’s the demo if you ask.
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