How Hotel Mayfair Reduced Email Reply Time to 30 Seconds

Introduction

At Hotel Mayfair Copenhagen, the front desk is where everything happens.

Guests arrive, phones ring, questions come in, and in between it all, the inbox keeps filling up.

Not because the questions are difficult.
But because there are many of them. And they take time.

Over time, email became one of those tasks that quietly slowed things down.

The Challenge

The front office team handles a steady flow of guest emails every day. Some are simple. Others require checking availability in Mews, reviewing room types and rates, and writing a good response that feels personal.

On paper, each email takes just a couple of minutes.

In reality, it often takes much longer.

Receptionists are constantly interrupted by guests at the front desk, phone calls, and other tasks. Writing an email rarely happens in one go.

What should take two minutes gets stretched across ten.

And the inbox never really clears.

The average time to write it manually would be around 2 minutes as we need to go in Mews, look at the different room types and rates, and then write the email. But we are often interrupted while writing an email by guests who are here in the hotel, so it can take much longer. It is so much easier and faster with the AI.
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Annija Zaceste
Front Office Manager, Hotel Mayfair

The Solution

Hotel Mayfair implemented Altek AI’s Email Agent directly inside Outlook.

When a guest email arrives, the AI generates a reply draft instantly that includes real time data from Mews and is written in the hotel’s tone of voice.

Instead of starting from scratch, the team reviews the draft, adjusts if needed, and sends.

No new system. No new workflow. Just a faster way of handling what was already being done.

It frees up time for the team. Instead of sitting behind the computer writing emails, they can focus more on the guests we have in-house and be present at the front desk.

Ola Larsson
‍Hotel Manager, Hotel Mayfair

The Results

4x faster email drafting
What used to take around 2 minutes now takes 30 seconds or less, a 75% reduction in time spent handling emails.

Less disruption in a busy lobby
Emails no longer get stretched out by constant interruptions. Staff can handle them quickly and move on.

Faster replies to guests
Availability requests and offers are answered sooner while guests are still actively considering their options.

More time for real hospitality
Less time behind the screen means more attention on the guests who are actually at the hotel.

What Changed

Before, emails were something the team had to find time for.

Now, they are something the team can clear quickly, while actually increasing the quality of the email replies.

The inbox no longer competes with the front desk.

By reducing the effort and time required to handle guest emails, Hotel Mayfair has made their daily operations smoother and given their team more time where it matters most:

With the guest, not the inbox.