AI is reshaping the way hospitality businesses across the UK welcome guests, manage enquiries and keep service levels consistently high, even when demand surges. From boutique hotels to busy restaurants, business owners are looking for smarter ways to answer every call, protect their brand experience and operate efficiently around the clock.
Llanerch, a vineyard in South Wales, has embraced Moneypenny’s AI Voice Agent to elevate their guest experience and deliver a five star service from the very first call.
Across the UK, hospitality businesses are under increasing pressure to answer every call, keep guests informed and protect reputation in a world of online reviews. At the same time, teams are managing staff shortages, seasonal peaks and rising costs.
AI receptionists and virtual assistants are helping hospitality operators strike that balance. They answer calls instantly, handle routine questions, route more complex enquiries to the right person and keep guests updated, without needing a full front of house team on duty all hours.
Hospitality never sleeps. Guests want answers when inspiration strikes, whether that’s midday or midnight.
For Llanerch, managing this demand was tough, especially with seasonal fluctuations and unpredictable guest volumes.
Ryan Davies, Managing Director of Llanerch Vineyard, told us:
By introducing Moneypenny’s AI Voice Agent, the team ensured every call was answered instantly, around the clock. Whether guests were booking rooms, checking restaurant availability or calling about events, they received quick, helpful responses that felt effortless.
This is a game changer for the wider hospitality world, where missed calls often result in missed revenue.
Staffing a front of house team for unpredictable call volumes is one of hospitality’s biggest challenges. AI offers a scalable way to stay on top of demand without stretching budgets.
Llanerch discovered this first hand. Ryan told us:
“Moneypenny’s AI Agent can take a range of calls for us, from table reservations to event enquiries, hotel bookings, you name it, it takes it.”
Their experience mirrors what many UK hospitality businesses are now finding. AI supported call handling:
From holiday peaks to event seasonality, hospitality businesses are seeing higher enquiry volumes than ever before.
Llanerch said:
“2025 has been our busiest year yet. The AI Agent enables us to answer more calls and has helped us get more trade through the door.”
With an AI receptionist working alongside their team, they’ve captured more bookings, converted more interest and make sure every future guest feels welcomed from the very first call.
This trend is not unique to vineyards. Hotels, restaurants, wedding venues and attractions across the UK are embracing AI voice agents to handle demand that once overwhelmed traditional teams.
Hospitality is all about personal touches and Llanerch prides itself on delivering an exceptional, heartfelt service. They wanted technology that supported that warmth rather than replaced it.
They said:
“Moneypenny helps us ensure customers get the best possible service, enabling us to deliver on our ambition as a five star hotel.”
By taking routine enquiries off the team’s plate, staff can focus their energy where it matters most, creating memorable experiences for guests from the moment they walk through the door.
The vineyard’s success shows that AI does not dilute hospitality. It elevates it.
Llanerch’s results reflect a wider shift in the industry:
Their journey proves that AI is not just a trend. It is becoming a key ingredient in modern hospitality, helping businesses stay responsive, competitive and human.
AI helps hospitality teams answer more enquiries, reduce missed bookings and give guests instant responses day or night. It routes calls intelligently, handles routine questions and captures key details so staff can focus on delivering memorable in person experiences.
Yes. Modern AI receptionists, like Moneypenny’s AI Voice Agent, can confidently handle table reservations, hotel enquiries, event information calls, tour bookings and more. They follow natural conversations, confirm key details and pass everything neatly to your systems or team when required.
Most guests simply experience a fast, friendly and helpful conversation. The AI is designed to sound natural, warm and professional, and it steps aside smoothly to your team whenever a human touch is needed or a query is complex or sensitive.
Seasonal peaks can overwhelm traditional front of house teams, leaving customers feeling disappointed or frustrated. AI absorbs the fluctuations by answering calls instantly and handling routine enquiries professionally, so you never lose bookings during busy periods and customers are always left with the very best first impression.
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