A housekeeping request
Could we get two extra towels in Room 304?
Of course. I have asked housekeeping and will confirm when it is done.
Why it matters: The request goes to the team that handles it, with the room number.
All solutions
In-house guests
Serve guests during the stay, without a call to reception
Once a guest is staying, the Concierge Agent handles requests, bookings and recommendations on WhatsApp, and the Sales Agent hands over when an in-house guest writes in.
The leak
Guests ring reception for towels, tables and directions. The desk is tied up, and every call is also a missed chance to offer dining or an upgrade.
- Reception answers the same small requests all day.
- Requests get lost between the desk and the department.
- In-house guests who message the sales number are treated like new enquiries.
How it is set up
A clear path to go live
- 1
Add your services
Dining, housekeeping, amenities and local recommendations.
- 2
Set who handles what
Each kind of request is routed to the team that handles it.
- 3
Set staff alerts
The right people are told when a guest needs something.
- 4
Connect the two agents
In-house guests are handed from the Sales Agent to the Concierge.
- 5
Add the review request
A short, friendly review request is sent as the stay ends.
In conversation
What the agent does
Sample conversations. For real guests it uses your own facts and your tone.
A dinner table
Can I book a table for four tonight?
Happy to. What time would you like?
Why it matters: In-property reservations are taken in the same chat.
What you get
Built for this situation
Requests in one chat
Room service, amenities and housekeeping, without a phone call.
Routed to the right team
Each request reaches the department that handles it.
Dining and venue bookings
Restaurant and venue reservations made in the chat.
Curated recommendations
Places and activities your hotel chooses to suggest.
Sales to Concierge handover
An in-house guest is recognised and moved over smoothly.
Guided reviews
A friendly review request as the stay ends.
Who does what
The agent handles the first reply, your team keeps the relationship
The agent handles
- Receiving and routing guest requests
- Taking restaurant and venue reservations
- Suggesting dining and local experiences
- Telling the guest when the request is done
Your team keeps
- Doing the work: housekeeping, kitchen, transport
- Handling complaints and sensitive requests
- Approving exceptions such as a late checkout
- The warmth of a face to face welcome
Questions
What hotels ask about this
How does it know a guest is staying?
The Sales Agent recognises an in-house guest and hands the chat to the Concierge, so the guest never has to explain again.
Can the team see what was asked?
Yes. Staff are alerted, and every conversation is visible in the dashboard.
Does it replace my team?
No. It answers the first message and collects the details. Your team confirms the booking, handles anything sensitive and takes over any chat from the dashboard, after which the AI stays quiet.
What if it does not know the answer?
It says so and asks your team, instead of guessing. The gap is logged so you can add the fact to your knowledge base and the next guest gets the answer.
