In a significant step towards automated hospitality solutions, AI and voice take over hotels as Makeready Experience collaborates with Travel Outlook, a leading U.S.-based hotel call center. This strategic partnership integrates Annette, The Virtual Hotel Agent™, an AI-powered voice assistant developed by PolyAI, into Makeready’s hotel communication systems.

Makeready, known for managing independent lifestyle hotels such as The Emeline and The Ryder in Charleston, The Noelle in Nashville, and Halcyon in Cherry Creek, aims to enhance guest interactions, streamline operations, and optimize efficiency through this AI-driven customer service solution.

“At Makeready, we are committed to elevating guest experiences through thoughtful innovation. Partnering with Travel Outlook allows us to seamlessly blend AI technology with personalized human interactions,” said Eric Gavin, President of Makeready.

How Annette is Revolutionizing Hotel Guest Communication

Annette, The Virtual Hotel Agent™, is a guest-led conversational AI capable of handling various customer service tasks with human-like accuracy. By integrating AI and voice into hotel operations, Makeready enables seamless, real-time interactions that enhance both guest experience and staff efficiency.

Key features of Annette’s AI-powered voice service include:

• Answering Frequently Asked Questions – Provides guests with instant responses about amenities, check-in details, and hotel services.
• Offering Localized Recommendations – Suggests restaurants, attractions, and activities based on guest preferences.
• Seamless Call Transfers – Directs guests to the appropriate hotel departments, reducing wait times.
• Automated Follow-Ups – Sends personalized messages post-interaction, ensuring guest satisfaction.
• Multi-Language Support – Enables international travelers to receive assistance in their preferred language.

With 24/7 availability, Annette significantly reduces call wait times, freeing up hotel staff to focus on high-value guest interactions while maintaining a consistent, high-quality service standard.

Boosting Revenue & Service Efficiency with AI Integration

The impact of AI and voice in hotels goes beyond guest experience—it directly influences revenue and operational efficiency. Travel Outlook’s reservation specialists, trained through Forbes-certified programs and the Kennedy Training Network, have achieved up to 70% call conversion rates, often surpassing industry benchmarks for Average Daily Rate (ADR).

“With Travel Outlook’s talented team and Annette’s AI-driven technology, Makeready can optimize call volume management and streamline operations efficiently,” said John Smallwood, President of Travel Outlook.

By combining AI automation with human expertise, this partnership is designed to:

• Address labor shortages – AI handles routine calls, allowing staff to focus on high-value interactions.
• Increase direct booking revenue – Automated reservation assistance reduces third-party commissions.
• Improve operational efficiency – AI optimizes call handling, improving response times and service consistency.

Makeready’s strategic AI adoption aligns with modern hospitality trends, where voice AI solutions help hotels stay competitive in a tech-driven market.

Conversational AI: The Future of Hotel Operations

As AI and voice take over hotels, industry leaders recognize the growing role of smart automation in enhancing guest experiences and optimizing operational workflows.

Makeready’s decision to integrate Annette AI into its hotel management system reflects a forward-thinking approach to:

• Reducing staffing dependency – AI fills service gaps caused by labor shortages.
• Enhancing direct guest communication – Personalized AI interactions increase customer satisfaction.
• Improving call-handling efficiency – Streamlining reservations, inquiries, and guest requests.

This partnership serves as a blueprint for hotels worldwide, demonstrating how AI-powered voice technology can revolutionize hospitality by making service faster, smarter, and more efficient.

Final Thoughts: AI-Driven Hotel Services Are Here to Stay

With AI and voice taking over hotels, Makeready’s collaboration with Travel Outlook signals a major shift in the hospitality industry. By embracing AI-powered guest services, the company is future-proofing its operations while enhancing guest interactions in a seamless, efficient manner.

As AI technology continues to advance, the hospitality industry is witnessing a transformation where conversational AI agents like Annette redefine how hotels interact with guests, manage reservations, and optimize services.

The question isn’t whether AI will reshape hospitality—it already has. The only question is, who will lead the charge in adopting AI-driven customer service solutions?

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