Kirman Premium is a group that manages five different properties under one umbrella brand: Leodikya Kirman Premium, Arycanda Kirman Premium, Sidera Kirman Premium, Sidemarin Kirman Premium, and Calyptus Kirman Premium. Positioned with a premium concept, the group has invested seriously in technological and operational development in recent years.
Representing five major brands at once creates a high operational load in guest communication.
Kirman Premium Group Domestic Sales and Marketing Coordinator Uğur Gültekin notes that the call center team, which works on a shift system, could miss some calls during peak periods — and that this created an operational risk.
The Real Operational Challenge
Guests care about fast communication; an unanswered call or a long wait is a risk that directly affects guest satisfaction.
Meeting call traffic across five properties to the same standard had become an increasingly difficult equation with existing team capacity.
Why Heyhotel AI?
For Kirman Premium, Heyhotel AI became a solution that went beyond what was needed; the team says they were looking for a structure that would not only close gaps, but bring a new operating system to the operation.
Uğur Gültekin summarizes this change as follows: "Heyhotel did not just close our gaps; it brought us a new setup, a new operating system, and a new way of working."
A Clear Drop in Missed-Call Rate
Before Heyhotel AI went live, some calls could be missed during peak periods, or contact with the guest could not be established.
After the system went live, the missed-call rate fell to around one percent; the guest is never left unanswered beyond a defined wait time.
Two Channels, One Standard
The voice call line remains the main channel in Kirman Premium's communication; guests speak with voice assistant Carmen to get price information, submit reservation requests, and learn about the properties.
The same system was also integrated into the website, becoming a multilingual structure that can respond instantly; so whichever channel guests use, they receive information at the same speed and consistency.
Time Savings and Operational Efficiency
Heyhotel AI significantly reduced the team's daily workload; operational intensity that previously filled the entire day can now be completed in less time and with less fatigue.
Uğur Gültekin notes that the system works like a structure that has the team's back, which eases the team both operationally and psychologically.
The Human Touch Is Preserved
Kirman Premium positions Heyhotel AI not as a structure that replaces the team, but as a reliable teammate that keeps operations running even when the team is off.
While routine calls and information requests are handled by the system, the team can focus on more special guest moments that require higher touch.
The Result
For Kirman Premium, Heyhotel AI quickly became a reliable part of operations.
Today, thanks to the system:
- The missed-call rate fell to around one percent.
- Guest communication across five different properties can be managed through a single system.
- The voice line and website deliver multilingual support to the same standard.
- The team's daily operational load decreased significantly.
- Guest communication continues uninterrupted even during night hours.
Uğur Gültekin says that whenever he talks to anyone about Heyhotel AI, he always uses the same sentence:
"Not a system that simply makes your job easier — one that truly supports you."