RIU Plaza's solution to relieving increased staff workloads

Operating a major hotel in San Francisco’s Fisherman’s Wharf requires a careful balance between high guest volume and specific labor guidelines. With a constant stream of repetitive calls—averaging nearly 90 per day— RIU Plaza faced increased staff workloads, especially during peak tourism seasons.

By implementing Q Concierge's AI voice technology, RIU Plaza transformed their operations. The intelligent system handled routine guest inquiries, reservation modifications, and service requests 24/7, in multiple languages. Acting as a reliable first point of contact, and only escalating complex issues to the on-site team, Q Concierge significantly reduced the pressure on front desk staff — allowing the existing team to focus on high-touch guest interactions that require a human element. By automating the most repetitive parts of the communication process, RIU Plaza has created a more sustainable staffing model that maintains 24/7 coverage and total reliability without the need to increase headcount.