RMS, a global hospitality platform, has announced a new partnership with Sadie, an AI-powered voice assistant, to improve the efficiency of managing guest calls. This integration allows RMS customers to use Sadie as an always-on voice agent, capable of handling multiple incoming calls, supporting reservations, and responding to common guest enquiries using real-time data from the RMS platform.
Guest calls are a crucial touchpoint in hospitality, yet many go unanswered or are abandoned, especially during peak periods or overnight hours. Industry data indicates that between 10% and 40% of hotel calls are missed, with 70% of callers hanging up within 60 seconds of being put on hold. Sadie addresses this issue by managing high-volume and after-hours calls, ensuring enquiries are promptly answered without overburdening on-property teams.
Adam Seskis, CEO of RMS, stated, “Our focus is on helping operators run more efficient businesses without compromising the guest experience. By connecting Sadie directly to live RMS data, guest calls can be handled accurately and in line with each property’s availability, policies, and brand.”
Gabriel Menis, Vice President of Partnerships at Sadie, added, "Front desk teams are under increasing pressure to do more with less, often juggling phone calls whilst simultaneously supporting guests on property. By working with Sadie, hotels can ensure every call is answered around the clock."
The partnership reflects RMS’s commitment to building a connected technology ecosystem that reduces manual workload and supports front desk teams effectively. Sadie operates 24/7, supports multiple languages, and handles a wide range of guest interactions, enhancing service standards and capturing more booking opportunities
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