Focus CX for Hospitality

AI that makes your hospitality team brilliant

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Empowering your people, not replacing them

In hospitality, people make the difference. Guests don’t come for transactions; they come for experiences. Yet your brilliant team is held back by one thing: a lack of real-time information.

Every delay, missed upsell, or forgotten guest moment impacts your hotel’s bottom line and brand. Focus CX transforms that, empowering your team with instant insights to deliver exceptional service.

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The problem isn’t intelligence. It’s information.

Based on customer feedback, we know that workloads can get overwhelming as the week goes on. The phones are ringing, and your team is trying to balance their tasks.

A guest calls to ask about the restaurant; the receptionist puts them on hold.
Another wants a room upgrade, but pricing isn’t at their fingertips.
A repeat guest mentions an anniversary, and the moment passes.

Your people don’t lack care. They lack context.

Focus CX gives them that context, instantly.

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What Focus CX does

Focus CX is a conversational AI suite built specifically for hotels. It listens, learns, and assists, turning every guest interaction into a moment of value.

1 | Real-time conversation intelligence

Listens to calls and chats (with full consent and privacy)
Detects intent, from “anniversary” to “late checkout”
Surfaces availability, pricing and guest history instantly
Suggests the next best action while keeping the team in control

2 | Smarter, faster service

Answers that once took three minutes now take 30 seconds
Teams handle more calls without feeling rushed
Wait times drop, satisfaction rises

3 | Coaching and quality insight

Reviews 100% of interactions, not just random samples
Highlights what top performers do best
Identifies training gaps and service-recovery opportunities
Provides actionable insights, not overwhelming dashboards

4 | Revenue optimisation

When information appears at the right moment, conversations change.

Metric	Before	After Focus CX
Average booking value	£150	£290
Revenue increase		+92%
Call handling time	3.5 min	1.5 min

Your team didn’t change. Their access to information did.

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Benefits of managed IT services for hospitality

Minimise downtime

Built for hospitality, not generic call centres

Reduce costs

Capability to integrate with your PMS, CRM, and telephony - no new system to learn.

Improve guest satisfaction

Improves service speed and consistency within days

Strengthen security

Privacy and GDPR compliance by design

WiFi intelligence

Support staff productivity

Empowers smaller teams to deliver five-star experiences

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Enable growth

Fast ROI, visible in weeks, not months

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From fear to empowerment

There’s a myth that AI replaces people. That’s not how Focus CX works.

Like Excel freed accountants from manual calculation, Focus CX frees hotel teams from hunting for information, letting them focus on what really matters - guests.

Instead of anxiety about automation, you get confidence, clarity, and control.

The bigger picture

Hospitality margins are being squeezed:

Wages up 15 – 25 %
Energy costs high
Recruitment challenging
Guest expectations soaring

You can’t hire or cut your way out. But you can optimise your way out!

Focus CX helps smaller teams deliver higher standards, capture more revenue per interaction, and protect service quality, all without extra headcount.

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Implementation made simple

Week 1: System live, team trained
Month 1: Baseline data + first insights
Month 3: Measurable revenue uplift
Month 6: Efficiency gains + happier steams

No complex rollout. No disruption. Just immediate, measurable results.

Our philosophy

Hospitality is fundamentally human. Technology should amplify that humanity, not replace it.

Focus CX turns every guest interaction into a smarter, more profitable conversation.

Start the conversation

If you’re ready to explore how Focus CX can help your team deliver exceptional service, get in touch with hospitality experts today.

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Customer stories

View customer stories

Exclusive Hotels

“Hosted telephony from Focus Group boosted our efficiency and improved guest communications instantly.”

Radisson Blu

“Focus Group delivers a 5-star, IT-managed service for Radisson Blu’s London properties - keeping our team connected and our guests happy.”

Courtyard by Marriott

“Our new telephony and IT solution was seamlessly delivered by the Focus Group team.”

Let's Talk Hospitality

Focus on Hospitality is committed to partnering with forward-thinking hotels and accommodation providers.
We’re not just a supplier – we’re a strategic partner helping you succeed.