Village Hotels

Transforming Hospitality with Process Clarity and AI Readiness

Village Hotels is a market leading hotel and leisure club brand, operating 34 locations across the UK, and growing. Every location offers stylish bedrooms, extensive gym facilities, a Pub & Grill, meeting and event space, and a Starbucks coffee shop.

The challenge: fragmented systems, inconsistent processes

Village Hotels was running multiple CRMs and operational tools across the business. With disconnected customer data and inconsistent processes, it became difficult to understand who the customer is, how they engage across hotel, gym, and restaurant experiences, and where operational friction was slowing down teams.

To reduce the heavy administrative load on reception, leisure, and restaurant staff, Village Hotels needed clarity, documentation, and governance across their entire operating model.

The solution: a single, connected view of the business

Using Elements.cloud, Village Hotels is mapping and standardising processes end-to-end; not just for Salesforce, but across every function in the business. This visibility has helped the team uncover repetitive manual tasks, workflows that can be improved, and dependencies to resolve ahead of their Salesforce rollout. This has given leadership a clear, consistent picture of how the business runs today and how it can scale.

Elements.cloud maps out the processes and identifies where potential time savings can be.

A foundation for AI and agent adoption

With processes documented, Village Hotels can now identify the steps that are perfect for enterprise agents. This creates opportunities to offload high-volume frontline queries, from pool policies to gym class updates, so staff can focus on personalised hospitality instead of repetitive questions.

Once you’ve identified your process, you can identify the sections that fit into agents.

Looking ahead: bringing hospitality back to the guest

Ultimately, Village Hotels wants to give staff the freedom to be more human again. With Elements.cloud, they now have a governance layer for operational transformation, a foundation for Salesforce success and a customer-centric vision that technology can finally support.

Agents can give an instant and consistent answer, freeing the human to add more value.

Try it yourself

Start mapping your processes and spotting AI and Agentforce opportunities today, for free in Elements.