Award-winning Llanerch Vineyard Hotel delivers exceptional guest service 24/7

Challenge:

With fluctuating call volumes, they needed additional support to manage enquiries.

Solution:

Hear from Ryan Davies, Managing Director, as he explains how Moneypenny's AI Receptionist, combined with the support of real receptionists, has helped them improve the way they handle enquiries and enhanced their overall service experience.

Transcript:

My name is Ryan Davies, I'm the managing director of Llanerch Vineyard Hotel. 

Llanerch is a 36 bedroom hotel with 100 cover restaurant and a very busy wedding function and events venue. 

Llanerch Vineyard is a 24 hour operation. Calls come in all times, day and night. We have both seasonal and time based demands, and it's not really economical for us to just bring extra people in to deal with those fluctuations. 

I was excited to be in the trial for the AI Agent for Moneypenny. The way that Moneypenny works for us is that, first, a call will come in, and of course, I'll come straight to Llanerch. If the receptionist is busy, that call will then be forwarded on to the Moneypenny AI Agent. Now, the great thing with the Moneypenny AI Agent is that if the person doesn't want to speak to AI, or if it requires to be escalated, they can say “I don't want to speak to AI, I want to speak to a human” and the AI will automatically transfer through to a Moneypenny agent. 

The Moneypenny AI Agent can take a number of different calls for us, from a table reservation to an events inquiry, hotel inquiry, you name it, it takes it. 

AI Call: “How can I help you today? Yes, I'd like to book a table for September 21st, please.” 

“I understand, could I please get your full name?” 

This has allowed us to drive our costs down. That streamlined work process has streamlined flows and made things a lot more efficient. 2025 has actually been our busiest year on record, and I think that the fact that calls are being answered has really helped, and it's allowed us to get more trade through the door. 

Moneypenny helps us build towards our goals by ensuring that our customers are getting the best possible service from the initial moment where they contact Llanerch. It helps us to build towards our goal as a five star hotel. 

AI Call: “Thank you very much for your help.” 

“You're very welcome. Goodbye.” 

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