The hotel sector in southern Gran Canaria is steadily moving towards digital innovation and excellence in customer service, integrating technological solutions that redefine the relationship with guests. In this context of transformation, leading hotel chains like Cordial Hotels & Resorts—with a strong presence of establishments in Gran Canaria and Lanzarote—are embracing this approach. To achieve this goal, the group relies on its technology partner Quinta and its virtual assistant, Velma, optimizing both multichannel communication and the sales performance of its teams.
The implementation of Velma within the organization is part of a clear strategy to improve the customer experience. As Patricia Díaz, a member of the Sales and Marketing team at Cordial Hotels & Resorts, points out, the main motivation for incorporating the virtual assistant was its ability to respond effectively at any time of day, freeing staff from repetitive, low-value tasks that consume valuable time. Thanks to this automation, teams can focus on strategic tasks such as sales, supplier management, and departmental coordination, concentrating their efforts on making guests happy.
In use since March 2025, the tool has become an integral part of the company's customer service and booking generation capabilities, to the point that employees consider it an integral part of the team. This integration has significantly improved the user experience throughout their journey on the corporate website, while also providing additional motivation for staff to convert interactions into successful bookings.
The operational performance of these technological solutions relies on proper data management and optimization. Structuring information through tools like Q-Data facilitates access to the necessary data and allows for a detailed understanding of each specific situation. Because these are not strictly real-time interactions, teams can analyze cases more thoroughly and make more informed business decisions. As an example of the impact of this detailed management, the company recently converted a €12.000 opportunity—an unusual figure—after identifying why the client hadn't completed their process and offering alternative payment terms that allowed the deal to close successfully.
Furthermore, advanced lead management through Q-Sales provides crucial context regarding previous conversations with the virtual assistant, giving agents a competitive edge over traditional email or phone channels. This visibility allows for a rapid understanding of user intent and the personalization of corporate communications using tailored templates. Satisfaction is reflected not only in the conversions achieved but also in the thank-you responses from users who, even if they didn't book at that moment, appreciate the personalized attention they received, ensuring brand recall for future stays on the island.
The collaboration with Quinta also stands out for the support and guidance offered to the hotel, differentiating itself from traditional technology providers by combining a high level of professionalism with personalized service. With an overall satisfaction rating of 9 out of 10—based on a commitment to continuous improvement and excellence—Cordial Hotels & Resorts is currently exploring new avenues for technological expansion, such as integrating Velma into instant messaging channels like WhatsApp, reinforcing its genuine commitment to customers in southern Gran Canaria.
