Village Hotels

We helped to improve the guest experience and reduce operational costs by automating repetitive tasks for Village Hotels in the UK.

The Numbers That Matter

  • > 20,000

    Emails Processed Each Month

  • 6,240 PA

    Manhours Saved

  • 3 Weeks

    Average Automation Delivery Time

About Village

UK-based Village Hotel Club offers much more than a traditional hotel. The brand positions its self as a lifestyle venue for business and leisure, with a vibrant mix of guest rooms, health & wellness and leisure clubs, meeting and event rooms. Innovation is at the heart of Village Hotels. After an initial discovery phase, we delivered operational and project-support automation solutions to them.


Village Hotels is a high-volume business with an average hotel occupancy of 87% across its 31 hotels. The senior team wanted to improve the guest and employee experience while bringing costs down. They turned to Centelli to push the boundaries of technology-enabled processes and solve problems such as high transaction volume, numerous repetitive, low complexity tasks, and the need for faster response times for customer requests.


  • Automated Processes Our software bots, which we’ve called Digital Workers, now run 14 repetitive, mundane and boring processes including guest bookings in the Contact Centre, gym membership administration in Finance, and leisure and IT projects.

  • Improved Accuracy & Efficiency The results? Village Hotels is seeing better accuracy and reduced processing times, which means they can free up employees to add real value to the business in other ways.

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