Whisper of the North Sea: How Fiete and Tom Are Revolutionizing Service at Upstalsboom

Since May 2021, the Upstalsboom Hotel Wyk auf Föhr has been successfully working with the chatbot Fiete. More recently, the Upstalsboom Hotel Langeoog has also been equipped with one of our AI assistants! The collaboration with the Upstalsboom Hotels has led to many success stories. We are excited to share two of them with you today.

The Upstalsboom Hotel Wyk auf Föhr is a true hidden gem on the North Sea island of Föhr. With an unparalleled view over the beach towards the North Sea and the Halligen, the hotel not only offers a breathtaking location but also first-class service. Since its opening, the hotel has overcome numerous challenges and is known for its unique combination of tradition and innovation.

A crucial step towards digitalization was the introduction of our AI chatbot, Fiete. The digital concierge with the typically North Frisian name quickly established itself as an indispensable member of the team. "I was skeptical at first," admits Natascha, who is responsible for project development and organization. "But Fiete has proven to be incredibly helpful and takes many repetitive tasks off our hands."

The chatbot now answers 98% of guest inquiries automatically, significantly easing the workload for the reception and reservation teams. Anja, who works in marketing, adds: “Many guests actually believe a real person is responding, which speaks to Fiete’s quality and naturalness.” Frequently asked questions, such as those about the hotel's pet policy, are now quickly and routinely answered by Fiete.

The introduction of the chatbot was part of a comprehensive digitalization process pursued by the hotel. From paperless processes and digital displays to an online reservation tool for the spa – the Upstalsboom Hotel Wyk auf Föhr consistently relies on modern technologies to improve service and optimize workflows.

Natascha and Anja are proud to be part of this progressive team. “We’ve achieved a lot in recent years, but there’s always room for improvement,” explains Natascha. She dreams of having an AI specialist at the hotel to support the team in implementing further digital innovations.

“Fiete is like a silent employee who has our backs.”

The guests of the Upstalsboom Hotel Wyk auf Föhr appreciate the successful blend of personal service and digital efficiency. Thanks to Fiete and advanced digitalization, the staff can focus on what really matters: providing an unforgettable stay for the guests. “Fiete is like a silent employee who has our backs,” Anja summarizes. This combination of human warmth and technological progress makes the Upstalsboom Hotel Wyk auf Föhr a special place that continuously delights its guests.

The Upstalsboom Hotel Langeoog is also a true gem on the North Sea island of the same name. With 48 rooms, a large swimming pool, and just a few minutes from the beach, it attracts a diverse mix of guests – from families with children and dogs to vacationers seeking tranquility. However, the hotel's real strength lies not only in its location but also in its digitalization.

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In March 2024, the Upstalsboom Langeoog introduced our DialogShift AI chatbot. Tom, named after the Frisian chieftain family Tom Brok, is more than just a technical tool – he is a digital concierge who reflects the character and hospitality of the hotel. The chatbot quickly became an indispensable team member. Guests can, for example, scan a QR code to request information about breakfast times, spa offers, and much more from their rooms, significantly relieving the reception desk.

“I never thought the bot would generate so many bookings. Now we see the positive effects in numbers and know that the effort has paid off,” reports Viktoria, who is responsible for reservations and revenue management. Her enthusiasm is shared by Romina, the hotel director: “We are laying the foundation for our employees to enjoy their private time and come to work fully energized.”

“I never thought the bot would generate so many bookings. Now we see the positive effects in numbers and know that the effort has paid off.”

Chatbot Tom is not only efficient but also charming. “What I particularly like is that the chatbot responds exactly the way we speak. 99% of inquiries are answered automatically,” says Viktoria. This efficiency allows the team to focus on what truly matters – pampering guests with personal service. The hotel now also uses the same AI for answering emails. Equipped with specific hotel knowledge and the hotel's tone, the email AI writes responses to guests, doubling the team's email processing speed.

“What I particularly like is that the chatbot responds exactly the way we speak.”

The hotel also stands out for its strong focus on balancing career and family life, as Romina explains. Thanks to company support and flexible working models, she found a way to manage both simultaneously. In terms of digitalization, the Upstalsboom Hotel Langeoog is a pioneer. In addition to the chatbot, digital solutions like shift planning apps are used, allowing employees to flexibly plan their shifts. “We can create great conditions. The private time of our employees is incredibly important to us, so they can recharge and be genuinely happy. We enable this through digital solutions,” emphasizes Romina. The Upstalsboom in Langeoog is thus not only a popular vacation destination but also an attractive employer.

Both hotels show how digitalization and human care can go hand in hand. We are very excited about further collaboration with the Upstalsboom Hotels and are eager to see what Fiete, Tom, and the other AI concierges will achieve. A big thank you to Natascha, Anja, Romina, and Viktoria, who took the time to share their experiences and successes with us. Their dedication and openness have made these success stories possible. Here’s to many more successful joint projects!

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