How Digital Workers Are Powering Clermont’s Hotel Booking Automation

Hotel Booking Automation can be a game-changer for a hospitality business! 

Bookings and customer experience are core pillars of success in this industry. Guests must keep coming — and leave satisfied. And it all starts with the hotel booking system itself, because a seamless reservation is the first positive impression a guest takes in! 

However, Clermont Hotel Group was facing dual challenges: fluctuating demand and staffing issues. The pandemic brought unprecedented disruptions too, forcing a rethink. 

So, they decided to step up and found the perfect solution in automated bookings, powered by a Digital Worker. (It’s a special kind of software built to autonomously tackle repetitive, complex, or high-volume tasks!) 

Reimagining Clermont’s Hotel Booking System with Digital Workers 

The hospitality industry is known for its dynamic environment. Hotel companies constantly need to balance personal guest interactions with operational efficiency. 

Clermont Hotel Group, based in the UK, operates 16 hotels with over 4,000 rooms, more than 100 event spaces, and several bars and restaurants. Now, imagine the scale of operations and the sheer volume of booking inquiries they manage each day. 

Aiming to streamline their reservation system, the brand reached out to Centelli — and so began their ‘Digital Worker’ journey, which has been remarkably successful.  

Our team of Intelligent Automation experts designed, developed, and deployed a Digital Worker named Bertie.   

Key tasks Bertie performs include: 

• Managing various bookings 

• Handling cancellations 

• Processing amendments across multiple channels 

The advantages of reduced manual processing, improved accuracy, and heightened staff and customer satisfaction are evident. 

Keep reading for more insights!   

3 Key Benefits of Hotel Booking Automation with Digital Workers 

Bertie, the Digital Worker, has proven to be an indispensable asset for Clermont, delivering clear and tangible advantages. Here are the top three benefits:  

1. Enhanced Data Handling 

Bertie extracts and verifies all relevant booking information from emails: 

• Data from corporate agents, tour operators, and online platforms 

• Cross-checks and enters data into the PMS with 100% accuracy 

This minimizes human error and ensures confirmation numbers and payment details are always correct. 

“Having a Digital Worker as part of the team is fantastic! It takes on the more monotonous tasks, more accurately and efficiently — leaving the rest of the staff to deal with bespoke requests.” 
Melanie Cole, Head of RSC, Clermont Hotel Group 

2. Improved Operational Efficiency 

The Digital Worker delivers serious efficiency gains in bookings management: 

• 45 hours of operation per day 

• Manages 20,000 transactions a month 

• Automates tasks equivalent to 15 FTEs 

This has not only improved efficiency across the guest administration process but also eased our client’s recruitment challenges and helped cut back operational costs. 

3. Streamlined Staff Workload and Experience 

Automation hasn’t just saved time on routine bookings and front desk tasks. With reduced workloads, Clermont’s staff now have more time to engage directly with guests, helping them to: 

• Focus on delivering personalized experiences 

• Strengthen guest relationships and boost repeat visits 

Notably, this also enhances the employee experience and contributes to better staff retention. 

Setting Up Hospitality Digital Workers and the Cost Factor 

At Centelli, our Digital Worker solutions are custom-built — and for good reason. Every hotel operation is different, so we tailor these solutions to your exact needs, goals, and operational challenges. 

In most cases, the Digital Workers integrate seamlessly with your existing systems. While some adjustments may be needed occasionally, we typically work with what you already have. 

They can also be deployed alongside existing automations to enhance your system’s capabilities and drive even greater efficiency. 

“We already had some automation within our booking processes, but with so many partners and integrations, there was still a lot of manual data transfer. Centelli worked with us to understand that a Digital Worker could perfectly complement our existing processes.”

Chris Ball, Business Development Director, Clermont Hotel Group 

A New Era of Hotel Booking Automation & Hospitality Innovation 

The impact Digital Workers have delivered for Clermont Hotel Group is a practical use case of how the right technology can transform your operations. And their value doesn’t stop at bookings! You can also use them for:  

These are some common examples, but Digital Worker automation is mouldable to many more functions and processes across hospitality. Significantly, with AI integrations advancing, these solutions are set to further reimagine this high-stakes industry.  

 If you’re looking to automate your hotel booking system process or other hospitality operations, feel free to reach out and book a quick, no-obligation meeting today!