In residence, on record.
Three engagements, told the way we run them: the leak we found, the post we filled, and what the numbers did. Clients are anonymised by agreement; the structure and figures are as reported in their monthly reviews.
Every number below has a measurement behind it — reply-time logs, booking-source reports, CRM audits. We'll walk you through the workings on a call, leak by leak.
Every guest answered in seconds, and the bookings kept direct.
Guest messages after 10 p.m. went unanswered until morning. Guests booked through OTAs instead — at an 18–25% commission — and upsell questions simply died in the inbox. The audit priced the leak at 62% of room-nights flowing through OTAs.
Valeria took the front-desk post across WhatsApp, email and webchat — trained for two weeks on the group's scripts and voice, connected to the PMS for live rates, with escalation to the duty manager on anything involving complaints or payments.
Direct bookings rose 38% in the first 120 days; OTA share fell from 62% to 41% of room-nights in one season. Median reply time across 41,000 guest messages: 8 seconds, midnight included.
No warm lead waits longer than 90 seconds.
Reps followed up when they got back to a desk. By then a third of warm leads had gone cold or gone elsewhere. The audit found follow-up lag — not lead volume — was the binding constraint on revenue.
A custom agent was commissioned for the follow-up post: it answers every new lead inside 90 seconds, remembers each buyer's budget, timing and objections, and hands the conversation to a rep the moment intent turns real — with the full history attached.
Close rate up 17% across two quarters, sustained. $1.2M of stalled pipeline re-engaged in the first 90 days. Zero warm leads dropped in six months — and 31 hours a week returned to the team for actual selling.
A year of contracts, invoices and notes, reconciled into one record.
Client history lived in nine places: two drives, a CRM nobody trusted, and the founders' inboxes. Renewals slipped through quarterly; account leads spent Friday afternoons reconstructing what had already been agreed.
Hadrian took the records post: three weeks to ingest and reconcile the backlog across all nine systems, then nightly runs — matching invoices to contracts, flagging renewals 60 days out, and answering "what did we agree with X?" in one query.
Zero missed renewals in the two quarters since. Invoice-to-contract match rate of 92% on first pass. Six hours a week returned to every account lead — the Friday afternoons came back.
Figures are drawn from client-facing monthly reviews and the systems of record behind them. They are engagement-specific, not guarantees — the audit exists precisely to establish what your numbers could do before anyone commits.
Want the workings?
We'll walk you through any of these engagements leak by leak, on a call.