An agent for a hotel's guests, before and during a stay. It answers questions about the property from information you approved, collects booking requests against real availability, and turns in-stay requests into tasks for housekeeping, maintenance or the front desk.

A hotel answers the same questions in every language at every hour. Is breakfast included, can I check in early, is there parking. The front desk handles them between check-ins. During a stay, a request for extra towels is phoned down, written on a pad and sometimes delivered. Direct bookings are lost to platforms that answer faster, at a commission.

This page describes a workflow we propose to build as a custom project. It does not exist as software yet. It would reuse the approved-knowledge answers, the booking logic and the handover with context that run in our demonstrations on test data. Room availability, in-stay request routing and connection to a property management system are not built.

02Workflow

One Case, Start to Finish

An example of one case, in 6 steps. The same steps play in the picture at the top of this page.

01 / 06

Enquiry

A traveller asks by WhatsApp whether the hotel has parking and a room for two nights.

02 / 06

Answered

Parking is answered from your property information. Availability and rate come from your system.

03 / 06

Booked

The guest chooses a room. The booking is confirmed by your system, with the cancellation terms.

04 / 06

Before arrival

They ask for an early check-in. It is recorded as a request and passed to the front desk.

05 / 06

During the stay

From the room, the guest asks for extra towels. Housekeeping receives a task with the room number.

06 / 06

Followed up

Twenty minutes later the task is still open, and the duty manager is told.

03Hotel concierge agent

Six jobs it carries through

Property answers

Answers from your approved property information.

Facilities, hours and policies
Directions and transport
What is included in the rate
Says when it does not know

Works inProperty information

Where it stopsIt describes only what your property information states.

Booking requests

Collects a booking against real availability.

Dates, guests and room type
Availability and rate from your system
Your cancellation terms stated
Confirmed only by your system

Works inProperty management system

Where it stopsRates and availability come from your system, never from memory.

Pre-arrival

Prepares the stay.

Arrival time and special requests
Early check-in requests passed on
Pre-arrival information you approved
Requests marked as requests, not promises

Works inReservation record

Where it stopsA request is recorded as a request until staff confirm it.

In-stay requests

Turns a request into a task.

Housekeeping, maintenance or front desk
The room and the request, clearly
A time the team commits to
Follow-up if it is not done

Works inTask system

Where it stopsThe task goes to your team. The agent does not promise a time they did not give.

Local recommendations

Suggests from your own list.

Places your concierge recommends
Opening hours where you keep them
Bookings passed to the concierge
No paid placements unless marked

Works inConcierge list

Where it stopsRecommendations come from your list.

Guest privacy

Protects who is staying.

Identity checked before reservation details
No confirmation that a person is a guest
Room numbers never disclosed
Access logged

Works inPolicy settings

Where it stopsIt never tells anyone who is staying or where.

04Before

How the Work Is Done Today

The same questions, all night

The night porter answers parking questions between other duties.

Requests on a notepad

Extra pillows are promised and forgotten at shift change.

Direct bookings lost

The guest books on a platform because the hotel did not reply.

Promises the hotel cannot keep

An early check-in is confirmed without checking the room.

Wrong information

An assistant describes a pool the property does not have.

Guest details shared

Someone asks which room a guest is in.

→Book a meeting

Walk One Real Case Through It

Thirty minutes, one case from your own process. We map it against the workflow on this page and tell you plainly what can be reused from our demonstrations and what has to be built for your systems.

Book a 30-minute call Request a quoteBring one real case. No slide deck on either side.

05Integration scope

What It Reads and Writes

The systems named here are the kind this agent works with. Which ones it connects to in your case is settled in the scope.

Property management

Opera
Mews
Cloudbeds
or your PMS

Booking engine

Your direct booking rates and availability

Tasks

Your housekeeping and maintenance tool

Guest channels

WhatsApp
website chat
in-room QR
phone

Property information

Facilities, policies and concierge list

Staff

Front desk and duty manager

06Operating boundaries

A Request Is a Request Until Your Team Confirms It

The agent never promises what only staff can deliver. An early check-in, an upgrade or a late checkout is recorded as a request and confirmed by the front desk. Rates and availability are read from your system at that moment.

A hotel must protect its guests' privacy. The agent does not confirm that anyone is staying, disclose a room number or share reservation details without the identity check you define.

Answers from approved property information
Rates and availability read live
Requests never presented as promises
Tasks routed to the right team
Recommendations from your own list
Guest presence never disclosed

07Questions

What Buyers Ask First

How is this different from the restaurant orders and reservations agent?

A hotel's core is rooms and stays: availability, rates, arrival and the many small requests during a stay. A restaurant's is tables and food. A hotel with a restaurant can run both on the same conversation channel.

Does it take payment for bookings?

It hands the guest to your booking engine's payment step, or records a booking your system holds under its own booking rules. It does not collect card details in a chat.

How is this different from the travel disruption agent?

The concierge serves one property's guests. The disruption agent serves travellers whose journey has changed, across flights, transfers and bookings. A delayed guest might talk to both.

What exists today?

Not as software yet. This page describes a proposed workflow. It would reuse the approved-knowledge answers, the booking logic and the handover with context that run in our demonstrations on test data. Room availability, in-stay request routing and connection to a property management system are not built. A project starts by mapping your process, then proving the first steps on test data before anything touches a live system.

Start a project

List the Questions Your Front Desk Hears Most

And the requests that most often go wrong at shift change. Those two lists are the first version of the agent.

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Response within 24 hoursFree consultation and scopingNDA available on request