Designed and developed by Computime Group, the solution automates one of the most time-consuming operational functions within a hotel: processing reservations received from tour operators while ensuring that hotel staff remain firmly in control of the guest experience.
The AI Reservation Agent is designed to work as a natural extension of the reservations team. It continuously monitors the reservations mailbox, extracts reservation details from both email content and attachments, and intelligently maps that information against the hotel’s rates and operational configuration before processing it within Oracle OPERA Cloud.
”Beyond processing reservations, the agent automatically files completed emails, allowing hotel staff and the AI to work seamlessly within the same mailbox. It also produces daily activity summaries, giving the reservations team complete visibility of every action performed and ensuring operations continue to run smoothly.
Martha MuscatHead of Research and Innovation
Although the technology is known internally as the AI Reservation Agent, the reservations team at Ramla Bay Resort quickly gave it its own nickname, “Harry.” The name emerged naturally during day-to-day operations and reflects how seamlessly the digital colleague has become part of the reservations department.
Rather than adding additional human resources to support data entry tasks, the implementation was designed to remove repetitive administrative work from their daily responsibilities. Every reservation processed by the AI Reservation Agent continues to follow the hotel’s operational procedures, including the four-eye principle, ensuring that reservation staff retain full oversight before information reaches the guest.
For Ramla Bay Resort, the benefits extend well beyond operational efficiency. By automating routine reservation processing, the reservations team can dedicate more time to delivering the personalised service that defines the guest experience.
”The introduction of Harry.AI is transforming the way we manage reservations. By automating routine reservation tasks, our Reservations team can dedicate more time to what matters most: providing personalised support to our guests and building stronger relationships with our travel partners.
Andy TantiCommercial Manager
The project reflects Ramla Bay Resort’s commitment to using innovation to strengthen, rather than replace, the human element of hospitality.
”This project has never been about replacing people with Artificial Intelligence. It has been about empowering our team with better tools so they can focus on creating exceptional guest experiences. Working together, our people and Artificial Intelligence allow us to deliver something technology alone can never provide: genuine hospitality
Terence BorgProduct Innovation and Technology Manager, Ramla Bay Resort
While reservations represented the initial focus of the project, the same AI capabilities are already being applied to additional operational functions, including finance processes such as document organisation and invoice preparation.
The implementation at Ramla Bay Resort demonstrates how Artificial Intelligence can be introduced responsibly within hospitality, augmenting human expertise while improving operational efficiency. By removing repetitive administrative tasks from the working day, hotel teams are free to spend more time where they make the greatest difference: engaging with guests, solving complex requests and delivering memorable experiences.
For Computime, the project represents more than the successful deployment of an AI solution. It demonstrates how intelligent automation can be designed to integrate seamlessly into existing business processes while supporting the people behind them. As the hospitality industry continues to evolve, this implementation provides a practical blueprint for how Artificial Intelligence can help hotels improve operational efficiency without compromising the personal service that guests value most.
The greatest measure of the project’s success may not be the number of reservations processed or the time saved, but the fact that the reservations team chose to give their digital colleague a name of its own. Harry has become more than an AI agent. It has become part of the team.
