How KING’s Hotels improved guest communication: 91% WhatsApp automation with HiJiffy
January 2025 – May 2025
18K
conversations
88%
automation
89%
CSAT score
91%
WhatsApp automation
Introduction
In the hotel industry, responding to guest enquiries quickly and accurately is key. At the same time, many operators struggle with freeing their teams from repetitive tasks. This was the exact challenge KING’s Hotels in Munich wanted to solve: giving staff more time for quality guest interactions and driving more direct bookings.
Since early 2023, KING’s Hotels has been using HiJiffy to improve its guest communication. With ongoing staff shortages in the hospitality industry and guests expecting quick answers on channels like WhatsApp, a smart technological solution was essential. This case study showcases key data from HiJiffy alongside insights from KING’s Hotels to outline clear steps for improving the guest experience across multiple properties, improve service quality and streamline operations.
The Client: KING’s Hotels
KING’s Hotels is a distinct hotel group in Munich. It is a trusted brand, expertly blending tradition and innovation. With three properties, the elegant KING’s HOTEL First Class, the charming KING’s HOTEL Center, and the modern AdvaStay by KING’s, they set standards within hospitality. Each of these hotels combines the brand’s distinctive style with the warm hospitality KING’s are known for.
What makes KING’s Hotels stand out is their dedication to excellent service and smart use of modern technology. By integrating innovative tools into daily operations, they’ve taken personal guest care to the next level. With a sharp eye for detail and a forward-thinking approach, KING’s Hotels consistently set the standard for exceptional hospitality.
Owner Hanna King puts it succinctly: “We’re ahead of the curve when it comes to introducing new technology.”
This statement isn’t just a promise; it’s proof of the courage to take new approaches. The implementation of an all-encompassing communications platform is just one example of their commitment to innovation.
The Challenges
Like many hotels, KING’s Hotels dealt with challenges in guest communication and managing daily operations effectively.
Relieving the Front Office team
Front office staff were overloaded with repetitive and routine enquiries. Constantly answering the same questions, such as
“What time is check-in?”, was not only time-consuming but also unsatisfying for skilled staff. “Being asked to explain check-in for the fifth time… totally undervalues our employees,” explains Ms King.
The aim was to reduce these repetitive dialogues, so staff could focus on more complex, value-adding tasks.
Meeting guest expectations
Today’s guests expect quick, straightforward answers. Instead of picking up the phone, they prefer digital channels, especially WhatsApp. KING’s Hotels recognised the growing importance of this channel and looked for a way to ensure reliable, continuous availability for their guests.
Lack of a centralised communications platform
Before introducing HiJiffy, there was no unified solution to manage communications across multiple channels, like the website chat, WhatsApp, or booking platforms like Booking.com and Expedia. This led to inefficient workflows and fragmented guest communication.
By introducing the innovative HiJiffy solution, KING’s Hotels aimed to achieve these goals and take the guest experience to a new, outstanding level.
Implementation and launch
Ms King stressed that rolling out the new solution involved careful planning and a clear communications strategy.
Dealing with team scepticism
From the very beginning, the entire team was involved and their feedback incorporated every step of the way. The staff was trained to get them comfortable with the new technology. Being open and transparent was crucial for addressing any concerns about these digital changes early on. The processes were reviewed regularly during the launch to stay flexible and meet challenges head-on. This step-by-step method made for a smooth rollout that worked for everyone.
Initially, the team was hesitant about the new technology, as changing routines is often met with scepticism. Effective change management was essential to get everyone on board. The focus was on clearly communicating the benefits of the solution, which helped convince the team and guide them successfully through the transition.
The Solutions
To address these challenges, KING’s Hotels implemented HiJiffy’s communications platform. The solution was carefully chosen to automate and centralise guest communication across multiple channels.
With the expert support of HiJiffy’s Customer Success Team, KING’s Hotels significantly improved the guest experience in the pre-stay phase. At the same time, key challenges such as relieving the reception teams were effectively tackled, with no compromises on efficiency or service quality. The result: a thoroughly improved, convenient experience for guests.
Introduction of a centralised communications platform
The HiJiffy platform was rolled out to the webchat on the hotel website, WhatsApp, and the messaging services of OTAs such as Booking.com and Expedia. One crucial factor in its success was the ongoing training of AI content. An assigned member of the KING’s Hotels team actively monitors and updates the system’s replies to ensure they remain high-quality and relevant. For more complex or highly specific enquiries needing human expertise, a smooth handover ensures that a staff member can take over the conversation promptly.
Answering FAQs
HiJiffy’s conversational AI, specialised in over 200 hospitality topics, instantly and automatically replies to traveller questions. It offers a 24/7 service through web chat, WhatsApp, and Facebook Messenger.
WhatsApp as the Primary Communications Channel
WhatsApp has become the key channel for pre-arrival and in-stay communication. To add a personal touch, the “Crowny” chatbot was introduced. This virtual assistant greets guests and is on hand for their queries.
Guests are highly appreciative of this, as Ms King confirms: “We get loads of messages starting ‘Hello Crowny’. Guests pin the conversation so they can find it easily.”
For the hotel, the communication channel itself is secondary: it’s the contact that matters.
“How a guest gets in touch doesn’t matter, the main thing is that they reach out,” says Ms King.
This pragmatic view underscores the focus on accessible, guest-oriented communication.
The Results
The introduction of the HiJiffy platform at KING’s Hotels quickly delivered measurable success. The quantitative data from January to May 2025 demonstrate the effectiveness of the solutions implemented:
- 18,000 conversations handled in total across the platform.
- 88.4% automation rate across all channels, meaning nearly nine out of ten enquiries were resolved without staff intervention.
- 89% Chatbot CSAT (Customer Satisfaction Score), showing a high level of guest satisfaction with automated replies.
- 91% WhatsApp automation, highlighting the strong results on this channel. The WhatsApp concierge campaigns were widely used by guests.
Top channels and most frequent questions
Usage data analysis showed a clear split across the main channels:
- Website Widget (45.6%)
- WhatsApp (30.9%)
- Booking.com Messaging (15.1%)
- Expedia (8.4%)
The most common questions (top FAQs) answered by the system automatically were mainly about basic service information:
- Check-in
- Parking
- Breakfast
Qualitative effects and new areas of work
Alongside the impressive numbers, automation also brought qualitative changes. Front desk duties shifted away from repetitive ‘Sisyphean tasks’ to real, meaningful guest communication. This had a positive impact not only on team morale, but also on the quality of guest service.
Ms King highlights that the team’s role has changed: “Go into guest communication. I don’t see doing pointless work as good or rational for either our employees or companies.” This clear vision fosters a working environment in which interpersonal skills are used exactly where they add the most value.
A win for guests and staff
The success of KING’s Hotels shows how a strategic approach to artificial intelligence can move hospitality forward in positive ways. Automating standard enquiries not only frees up resources and increases efficiency, but also improves work quality for staff and the service experience for guests.
The results are clear: A high rate of automation alongside high guest satisfaction shows that technology and genuine hospitality can work together. KING’s Hotels have found a way to meet the expectations of today’s travellers and provide a motivating work environment for their teams.
Testimonials
“Implementing HiJiffy was another milestone in the digital development of our hotels. We’ve been able to noticeably improve the efficiency of our guest communications and raise guest satisfaction to a new level. What’s especially impressive is how easily the automation fits into our processes. Our staff are now free from repetitive work and can focus on what really matters: personal contact and supporting our guests as individuals. It’s also fantastic how much our guests embrace the ‘Crowny’ virtual assistant – many even save the conversations. This technology has helped us work more efficiently and achieve our vision of modern hospitality that appeals to a wide range of clients.”
Hanna King – CEO at KING’s Hotels
“At HiJiffy, we’re proud to work with clients like KING’s, where innovation and guest service excellence are top priorities. HiJiffy has been successfully adopted across the hotel group, with automation and central enquiry management making ongoing improvements to both booking processes and the guest experience.
The high acceptance of the virtual assistant among guests also shows how technology can add value to service. At the same time, staff are freed from repetitive tasks and can focus more on genuine personal interaction.”
Stefanie Valerio, Onboarding Representative at HiJiffy
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