Staff knowledge at the desk
Candidate design
Give front-office and reservations staff fast answers from the hotel’s own information (rooms, facilities, policies, local knowledge), including content currently held in manuals and onboarding documents.
What it needs from your systems
The hotel’s information organised into sources the AI can read, with an owner; most hotels have to do this work first.
What stays with people
The guest conversation stays with the staff member; the design supports the answer.
Reservation and enquiry email
Candidate design
Classify and prepare replies to reservation emails and enquiries, including requests that arrive through tour operators with limited guest information.
What it needs from your systems
The mailbox connected; reservation data reachable for the properties in scope; rate and exception rules in a form the AI can apply.
What stays with people
Rates, upgrades and exceptions follow the hotel’s rules; a person releases anything commercial.
Guest requests and issue intake
Candidate design
Take a guest request (a towel, a late checkout, a fault in the room) through one intake and route it to the owning department, so neither the guest nor the staff member has to know which system handles it.
What it needs from your systems
A destination per department that staff actually work in, and routing rules the hotel owns.
What stays with people
Fulfilment is physical and stays with the team; the intake confirms ownership and follow-up, not completion.
After-hours continuity
Candidate design
Cover questions outside staffed hours with reliable information, hold requests with a clear promise, and alert an on-duty person when a guest needs one.
What it needs from your systems
An alert path to an on-duty person and an agreed narrower scope for the night.
What stays with people
What the design may do at night is a narrower scope than by day, by design.
Guest-facing self-service
Candidate design
Answer common pre-arrival and in-stay questions on the website or messaging channels where the hotel decides a guest-facing channel adds service.
What it needs from your systems
Information organised enough to answer reliably. Public hotel information needs no account. For anything booking-related, a verification and authorisation method that the hotel’s own systems enforce, agreed with its security owner and proportionate to the action; a reservation reference locates a booking but is not by itself proof that the requester is entitled to it. No protected data is disclosed and no booking action is taken until those checks pass.
What stays with people
Only where the data is organised enough to answer reliably; otherwise the channel waits.
