How an 86-room hotel in Mallorca gave its reservations team back two hours a day

Every morning at Hotel Son Vent used to start the same way: two reservations agents, one shared inbox, and a backlog of overnight emails in German, English and Spanish. Most asked the same things — availability, prices, a sea-view upgrade.

In March the hotel connected Inbox Concierge to its Opera Cloud PMS. The agent reads each email, checks availability and drafts an offer. Nothing goes out until a team member approves it.

“The drafts are good, but the real change is where our attention goes,” says reservations manager Marta Ruiz. “We now call back the families with complicated requests instead of typing the same answer forty times.”

Measured over the first three months, average first-response time fell from 5 hours to 38 minutes. The team approved 84% of drafts unchanged. The rest — complaints, accessibility questions, large groups — were flagged for staff by design.

Son Vent did not reduce headcount. Instead, one of the two reservations roles now spends afternoons on pre-arrival calls with returning guests.