What if the secret to better lead nurturing isn’t picking between technology and people, but knowing exactly when to use each? AI in hospitality is redefining how you engage with guests, and with 78% of chains already investing in AI, the race is on.
NB: This is an article from Revinate
Subscribe to our weekly newsletter and stay up to date
But the challenge is that too many properties go all-in on automation or stick solely to human follow-up, missing that balance that actually converts.
The sweet spot in successful lead nurturing is letting conversational AI handle the heavy lifting while your team delivers the personal touch your guests still crave. Properties winning more direct bookings aren’t choosing between tech and humanity; they’re strategically blending both.
Ready to do the same? This guide breaks down 10 dos and don’ts to help you turn inquiries into bookings by combining AI efficiency with human expertise.
The DOs
1: Let AI prequalify leads before your team steps in
Stop wasting your team’s time on tire-kickers. Conversational AI in hotels can ask qualifying questions upfront – dates, budget, party size, special requests – so agents get warm leads with all the context they need to close the deal.
Pro Tip: Have your AI flag high-value inquiries 24/7 – like large groups or VIP stays – so when that wedding inquiry hits at 11 pm, it’s immediately routed to your call center, and hot leads never go cold.
2: Pinpoint high-intent leads with voice and text analytics
Smart lead nurturing systems read between the lines, spotting booking signals like travel dates or special occasions, and automatically scoring leads by intent. This helps your team prioritize their follow-up, spending time on guests ready to convert instead of chasing maybes.
Pro Tip: Set alerts for leads mentioning a short booking window or luxury add-ons. These are your hottest opportunities requiring instant personal attention.
3: Route every inquiry to the right expert fast
Stop sending wedding inquiries to your front desk. Smart hotel lead nurturing matches each inquiry type to the right expert automatically: corporate groups to sales, spa packages to wellness, quick getaways to reservations. The right person with the right answers builds trust and loyalty faster.
Pro Tip: Map out common inquiry types and create dedicated routing paths for each, including fallback options for oddball requests that don’t fit the usual categories.
