Guests get an answer before they arrive.
Give guests timely answers before they arrive, and collect what your team needs from them once rather than three times.
Where a guest experience starts badly
The question at midnight.
Check-in times, parking, whether the kitchen is still open — asked by somebody who is already travelling.
Arrival details, collected twice.
The same information asked on the booking form, again by email, and again at the desk.
A front desk doing three jobs.
Somebody is checking in, somebody is on the phone, and somebody is waiting at the counter.
Before they arrive. Not the welcome itself.
Almost everything a guest asks before arrival is logistics, and almost everything they ask afterwards needs a person. The workflow is built along that line.
Answer stay enquiries.
Timings, facilities, directions and what is included — from what you published, with rates and availability handed to a person.
Coordinate arrival details.
Collect what you need before the guest arrives, once, and put it where the team on shift will actually see it.
Cover the hours the desk cannot.
Late evening and early morning questions answered in the guest’s own thread, so nobody waits until nine.
Hand over the moment it matters.
A complaint, a special request, anything involving payment — straight to the person on duty with the conversation attached.
What is included, and what is not.
In scope
- Pre-arrival and in-stay questions from your own information
- Arrival detail collection and confirmations
- Reminders in the guest’s own thread
- Routing to whoever is on shift
- Post-stay review requests
- A monthly read on what guests ask most
Stays with your team
- Rates, availability and upgrades
- Complaints and service recovery
- Anything involving payment
- Special requests that need a judgement
- The welcome itself
Related pages, if this one is not quite it.
AI Receptionist
The front-desk role, adapted to a property.
AI systems
How a build is scoped, tested and handed over.
All industries
The other seven, and what changes between them.
Tell us what needs attention.
Ask the questions this work raises, or describe the job in your own words. A person replies within one working day, and if the job is not ready to build yet, we will say so instead of quoting for it.
Brand Wisdom A person reads every enquiry and replies within one working day.
Tell us what’s going on and we’ll help you work out the next step. A person reads every one of these, and you’ll hear back within one working day.
What should we work on?
Or ask first
It can take a request and check it against the rules you set. Whether it confirms directly depends on what your booking system allows, and we establish that in scoping rather than promising it here.
Tell us which, and how they actually write. We confirm the language scope and test real examples from your property before agreeing what the system handles.
It stops answering and fetches a person, with the whole conversation. A complaint handled by a machine is a worse complaint.
We store your answers so we can reply. Read what we keep and why in our privacy notice.