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 withQ'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, withQ 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.