The supplier promises: "Our tool will save you 10 hours a week." Three months later, reception is busier than before. Or the opposite: you've introduced automatic replies, everyone says "it's better", but nobody can say by how much.
Without measuring, it's impossible to know whether reception automation really works. And you risk paying for tools that complicate work instead of simplifying it. Here's a simple method to measure time saved.
The principle: measure before, measure after
Every automation should be judged by comparing the situation before and after, under similar conditions (same period, similar volumes). Without a "before", any result is just an impression.
Step 1: choose the task to measure
Focus on one specific task, for example:
- answering information requests;
- preparing and sending quotes;
- handling check-in;
- scheduling housekeeping;
- preparing monthly reports.
Step 2: measure "before" (1–2 weeks)
For the chosen task, record:
- how often it happens (requests per day, check-ins, quotes);
- how long it takes on average (time a sample of cases);
- how many errors or redos it causes;
- response time to guests, where relevant.
A simple sheet filled in by staff for a few days is enough.
Step 3: introduce the automation
Introduce one change at a time, train staff, allow a few days to bed in: at first every new thing slows you down.
Step 4: measure "after"
After 3–4 weeks, measure the same things the same way.
Step 5: calculate the result
| Indicator | Before | After | Difference |
|---|---|---|---|
| Quotes per week | 60 | 60 | – |
| Minutes per quote | 12 | 5 | −7 |
| Hours per week | 12 | 5 | −7 hours |
| Average response time | 4 hours | 1 hour | −3 hours |
| Errors reported | 3 | 1 | −2 |
(Indicative example.)
Then turn it into value:
- hours saved × staff hourly cost;
- more bookings thanks to faster replies (compare confirmation rates);
- fewer errors and complaints.
Compare with the tool's cost (fee, setup, training, maintenance).
Beware of false savings
- work moved, not removed: if an automatic reply triggers more follow-up questions, the time just shifts later;
- hidden checks: if staff must double-check everything AI does, savings can shrink a lot (though checks remain essential for prices and conditions);
- unused tools: if staff keep working "the old way", the tool is just a cost;
- worse quality: faster but colder or wrong replies can cost bookings.
Measure the effect on guests too
Time saved matters, but so does what happens to guests:
- quote confirmation rate;
- review scores for "staff" and "communication";
- complaints about wrong information.
See lots of quote requests, few confirmations: what's going wrong?.
Frequently asked questions
How long should I wait before judging an automation?
At least 3–4 weeks after bedding in, ideally comparing periods with similar volumes.
What if little time is saved?
Check whether the tool brings other benefits (fewer errors, faster replies, more bookings). If it brings nothing measurable, better to change it or drop it.
How do I involve staff in measuring?
Explain that the goal is to lighten their workload, not to monitor them. Involve them in choosing what to automate: they know better than anyone which tasks waste time.
Want to know how much time you could save?
With our free marketing audit we analyse your reception's tasks, estimate where automation could save the most time and propose measurable solutions, custom ones included.
