The Genuine Hospitality Group runs some of Miami's busiest dining rooms — Michael's Genuine Food & Drink, Amara at Paraiso, and Harry's Pizzeria — founded by James Beard Award-winning chef Michael Schwartz. At high-traffic locations like Amara at Paraiso, hundreds of guest calls poured in every day. Without a real phone system, someone had to choose: answer the phone or take care of the guest standing in front of them.
The group tested an AI voice concierge at Amara first. Guests could book, change, or cancel reservations by simply talking to it, and the system wired straight into OpenTable — no staff involved, no one pulled off the floor. The test worked so well that the group rolled it out to every location.
The numbers after 90 days
The AI handled 60% of all calls without a human touching them, and callers rated the experience at 96% satisfaction. The OpenTable integration secured 373 reservations in the same 90-day window — and because changing or canceling a booking took seconds instead of a phone call, Miami's notorious no-show culture got easier to manage.
"We can't answer every call personally, and Slang AI ensures that customer service remains impeccable," said Joel White, VP of Marketing. The old dedicated reservations role didn't disappear — it got redeployed to front-of-house work that actually needs a human.
Wondering what your phones would sound like if every call got answered? Book a free 15-minute walkthrough and we'll show you.