Q&A with Joanne Tattum: Hospitality and the role of AI voice

‍Hospitality teams are under real pressure right now and the phone is often where that pressure shows up first.

We caught up with Joanne Tattum, Corporate Growth & Partnership Manager, who leads our hospitality focus at Moneypenny, to talk about what she’s hearing day-to-day, why calls are such a sticking point, and how AI Voice Agents or Call Handling can support teams without losing the human touch that great hospitality is built on.

What are hospitality teams telling you right now?

More than anything, they're trying to keep standards high with less breathing space. Guest expectations haven't dropped - if anything, they've risen - but many teams are running lean. The question I hear most is: how do we protect the guest experience without stretching people further?

Why do phone calls come up so often?

Because the calls don't stop - and they rarely come at a convenient time. Reception teams are juggling check-ins, walk-ins, guest questions, service issues... and the phone keeps ringing in the background. When those calls aren't answered, it doesn't just frustrate guests, it can mean missed bookings too.

What types of calls take up most time?

It's the everyday repeat questions - completely reasonable, but they stack up quickly. Check-in and check-out times, parking, directions, restaurant hours, simple booking changes. Each call is small, but together they take a surprising amount of time away from front-of-house.

So where can an AI receptionist help?

They're brilliant at handling high-volume, repeat queries quickly and consistently - especially during peak periods or out of hours. With our AI Receptionist Service, guests get answers straight away, and teams aren't constantly being pulled away from what's happening in front of them.

Some people worry AI will feel impersonal. Is this fair?

It's a fair concern, because hospitality should never feel robotic. But the best use of AI doesn't try to replace people. It takes the repetitive questions off the team's plate, and then hands over to a human when empathy, judgement and personal service really matter.

“Used well, it isn’t about replacing people. It’s about protecting the human touch by making sure every guest feels looked after, and every team gets a little more room to breathe.”

Joanne Tattum, Corporate Growth & Partnership Manager at Moneypenny

‍

When should a call always go to a human?

Any time it's sensitive, complex or high-stakes. Complaints, billing queries, VIP guests, events and group bookings - or anything that needs context and care. Those are the moments where a great team can turn a situation around, and where the human touch is everything.

What's the biggest benefit for teams on the ground?

Less pressure and fewer interruptions. If calls are answered reliably, teams can focus on the guests in front of them rather than feeling like they're constantly firefighting. It also helps reduce missed opportunities and keeps the experience more consistent for everyone.

If someone's considering an AI receptionist, what should they look for?

Two key things. First, it has to sound natural and feel like an extension of your brand, not a generic bot. Second, there needs to be a simple way to hand over to real people when needed. That's what makes it practical, guest-friendly and safe.

Finally, what excites you the most about hospitality this year?

Hospitality is such a human industry, which is exactly why this space is so interesting. When technology is used properly, it can make service feel more personal, because it gives teams time and headspace to focus on the moments that matter. That's what I'm excited about.