Multi-Market, Multi-Brand, One AI-Powered Support System

Charles Mullany isn’t just running a property management company—he’s rearchitecting how hospitality businesses scale. Talk to him for five minutes, and you’ll realize he doesn’t think in single properties or local markets. He thinks in systems, networks, and orders of magnitude—how to take an industry that’s inherently local and turn it into something that scales across cities, brands, and ownership models.

That’s the foundation of HostGenius, the company Charles has grown into a 17-market, franchise-style business. But with scale came complexity—every market operated differently, and guest support, the heart of any hospitality business, was becoming a fragmented challenge. How do you provide consistent, high-quality support across dozens of brands, each with different workflows, different property management systems (PMS), and different owner expectations?

For Charles, the answer wasn’t hiring more people—it was finding the right technology to unify these fragmented operations. That’s where HostAI came in.

Scaling Hospitality Through Systems, Not Just People

When HostGenius first expanded beyond its home market, it followed a traditional growth model—hiring local teams to manage operations in new cities. But this approach had its limits.

“We were running into the same problem every time,” Charles explained. “Each market required local expertise, but that also meant each market was an island. We couldn’t scale efficiently because guest support was fragmented, and there was no way to create a truly unified experience.”

The breakthrough came when HostGenius shifted to a franchise-led model, partnering with existing operators in new markets instead of building from scratch. This let them scale faster and leverage local expertise without needing to reinvent operations in each city. But it also created a new problem: how do you provide seamless guest communication when every franchise operates on a different PMS, has different SOPs, and different brand expectations?

“We needed something that could act as the glue between all of these different brands,” Charles said. “And honestly, nothing really existed that could do that—until HostAI.”

Unifying Guest Support Across Markets and Brands

HostAI became the connective tissue for HostGenius’ support team. With multi-workspace capabilities and integrations across multiple PMS platforms, it allowed Charles’ team to operate one unified support system while keeping each brand’s identity and processes intact.

“Before, we were constantly jumping between systems, trying to remember which brand used what processes,” Charles said. “Now, HostAI lets us keep everything centralized while still respecting the nuances of each brand. It’s a total game changer.”

Key benefits of HostAI for HostGenius:

• Unified guest communication across multiple PMS platforms
• AI-driven workflows that reduce manual task delegation
• Seamless transitions between brands while keeping support staff centralized
• Real-time upsell automation that increases revenue per property

“Honestly, this isn’t something we could do without HostAI,” Charles admitted. “We’d need an entire custom-built system to even attempt this level of automation. HostAI gave us the flexibility to scale without getting buried in operational complexity.”

AI as a Revenue Driver, Not Just a Cost Saver

Beyond just managing communication, HostAI actively generates revenue for HostGenius. Through AI-powered upsells, the team is seeing an additional $40 per reservation in revenue, compared to just $7 per reservation with their previous upsell system.

“That’s an insane jump,” Charles said. “And the best part? It happens automatically. We’re not relying on agents to remember to push an upsell—it just happens naturally in the guest conversation.”

By embedding upsells into organic guest interactions, HostAI drives additional revenue without disrupting the guest experience. This aligns perfectly with HostGenius’ strategy of shifting from basic guest support to high-value guest success.

“Great support isn’t just about answering questions—it’s about anticipating needs and delivering value,” Charles said. “With HostAI, we’re doing both.”

The Future of HostGenius: AI-Powered Growth

Looking ahead, Charles sees AI as a core pillar of how HostGenius will scale. The next phase? Expanding AI beyond guest support into vendor coordination, owner communication, and internal operations.

“We’re still scratching the surface,” Charles said. “Right now, we’re using AI mostly for guest messaging, but there’s so much more potential—vendor management, owner updates, even revenue strategy. The more we automate intelligently, the more we free up our team to focus on high-value work.”

For Charles, the ultimate goal is clear: to create the most scalable hospitality business possible without sacrificing quality. And with HostAI as the backbone of their support system, that future is within reach.

“Most property managers think about growth in terms of headcount,” Charles said. “We think about it in terms of systems. HostAI is the system that makes all of this possible.”