How a Leading Hospitality Brand Answer Guest Inquiries in Minutes—24/7

Guest expectations don’t wait for business hours

For large hospitality organizations, customer inquiries arrive nonstop—room availability, reservation changes, loyalty questions, special requests, and service issues. Too often, these inquiries stack up overnight or during peak periods, leaving guests waiting hours (or longer) for responses. The result is frustrated customers, overwhelmed staff, and missed opportunities to deliver the kind of service today’s guests expect.

Solution: IBM Orchestrate working around the clock

IBM Orchestrate enables hospitality organizations to automate and coordinate how customer inquiries are handled across systems and teams. By intelligently routing, responding to, or resolving requests, Orchestrate ensures guests receive accurate answers 24/7—without waiting for manual intervention. Common inquiries that once took hours to triage and answer can now be addressed in minutes, while more complex issues are seamlessly escalated to the right team with full context.

Benefits: Faster answers, happier guests, more efficient teams

• 24/7 responsiveness – Guests get answers anytime, even outside normal business hours

• Dramatically faster response times – Reduced from hours to minutes

• Higher customer satisfaction – Faster, consistent responses improve the guest experience

• Reduced staff burden – Automation handles routine inquiries so teams can focus on high-value service

• Scalable service delivery – Easily handle spikes in volume during peak travel seasons

With IBM Orchestrate, hospitality leaders turn customer inquiries into moments of delight—delivering faster service, improving satisfaction, and operating more efficiently at scale.