A luxury hotel group was juggling room and event bookings manually, leading to delays, double-bookings, and missed upsell opportunities. Redtag delivered a solution with Agentforce and Marketing Cloud to simplify reservations, improve communication, and give teams full visibility across locations.
As demand for hotel stays and event space grew, the client’s operations struggled to keep pace. Core issues included:
Staff had no centralized tool to manage room reservations and event space bookings in a consistent, efficient way. The experience was fragmented — both for teams and for guests.
Redtag implemented a custom solution built on Salesforce Sales Cloud, Agentforce, and Marketing Cloud, designed specifically for the hospitality and event services industry.
Key capabilities delivered:
Smart Booking with Agentforce – Guests and staff can now book rooms or venues directly in Salesforce just by chatting with the Agentforce assistant. They ask questions, for example – “Book a junior suite from May 10–12 for 2 adults”, “Find an event space for 150 guests next Friday with catering”. Agentforce instantly checks availability, confirms pricing, adds services (like breakfast or AV equipment), and handles the full flow — all within a single interface.
Automated Booking Summaries & Contracts – Once details are confirmed, Agentforce generates a structured PDF summary and attaches it to the relevant Salesforce record — no more scattered emails or missing paperwork.
Integrated Inventory & ERP Data – Room and venue availability is synced in real-time with the hotel’s ERP, eliminating overbooking and blackout conflicts. If an upgrade is available or a promotion applies, Agentforce can recommend it dynamically.
Marketing Cloud for Guest Journeys – Redtag designed automated communication flows for both individual guests and corporate clients: Confirmation emails with location maps and check-in details; Add-on offers (spa, catering, decor) based on guest profile; Pre-arrival reminders and last-minute instructions; Post-stay feedback requests and thank-you offers; Follow-up tasks for managers if feedback is negative. Everything runs in the background — freeing up staff and enhancing the guest experience.
Natural Language Insights with Agentforce – Managers can ask Agentforce questions like: “Which venue was booked most in June?”, “What’s the average occupancy rate for deluxe rooms this month?”, “How many bookings came from returning customers last quarter?” The assistant replies in seconds — no need to generate reports or navigate dashboards.
The new solution connected booking, service, and communication into one seamless ecosystem. The results were impressive:
📈 2× faster end-to-end booking flow (rooms + events)📧 75% more timely guest communication, fully automated📉 60% fewer booking errors due to real-time data sync📊 Instant access to performance insights across departments💬 Increased upsell revenue through personalized offers and reminders💼 Staff productivity up, with fewer manual tasks and handovers
“We wanted to make things easier for both our team and our guests — and that’s exactly what Redtag delivered. Booking a room or a conference hall is now fast, reliable, and fully connected to how we serve and follow up. Our operations finally match the experience we promise”, says Head of Guest Services, Hotel Group.
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