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Guest Experiences Connected From Request to Service
We engineer agents for reservations, ordering, guest services, menu and dietary guidance, operational coordination, and structured follow-up — connected to the POS, reservation, and property systems your teams already run, with human approval exactly where your policies put it.
- Sector
- Commerce & Customer Experience
- Agents on this page
- 6 purpose-built agents
- Control
- Approval checkpoints and audit trail
A restaurant or hotel answers the same questions hundreds of times a week — availability, allergens, timing, parking, cancellations — while the answers live in separate tools: the POS, the reservation book, the property-management system, the kitchen display. During service, nobody has spare hands to reconcile them, so requests get re-typed, notes get lost, and guests repeat themselves at every touchpoint.
The operational cost is familiar. Front-of-house staff toggle between a ringing phone and a reservation screen. Kitchen teams work from tickets missing dietary notes. Managers learn about a bad experience from a public review instead of an internal flag.
Alpha Expansion builds agents that sit across these systems rather than beside them. They read live availability, prepare bookings and orders in the format each system expects, route tasks to the team that owns them, and record what happened — while approvals, allergen sourcing, and refund authority stay exactly where your policies place them.
Where the work slows down
Constant Enquiry Pressure
Phones, DMs, emails, and booking widgets fire simultaneously — and peak enquiry hours are exactly the hours your team is busiest serving the guests already in the room.
Bookings That Keep Moving
Party sizes change, times shift, and no-shows appear without warning. Each edit has to reach the floor plan, the kitchen forecast, and the guest — and usually reaches only one.
Menu and Dietary Questions
Allergen and ingredient questions demand precise, current answers. Staff improvising from memory is a liability; a stale PDF menu online is a slower one.
Requests Scattered Across Channels
A guest asks for a birthday cake on Instagram, confirms the time by phone, and adds an allergy note by email. Without a shared record, the pieces never meet.
Manual Routing Between Teams
Front of house relays requests to the kitchen, housekeeping, or management by voice and sticky note. Those tasks compete with live service for attention, and some lose.
Patchy Service Records
What a guest asked for, what went wrong, and what was promised in recovery often live only in someone's memory — so the next visit starts from zero.
Six agents designed around this work
Reservation Agent
Handles booking requests end to end against live table and room availability, holding human sign-off where policy requires it.
What it does
- Receives booking requests from phone transcripts, web forms, and messaging channels and extracts party size, date, time, and occasion.
- Checks live availability in the reservation platform or property-management system before proposing options to the guest.
- Prepares the booking record with seating preferences, deposit requirements, and special-occasion notes attached.
- Updates existing reservations when guests reschedule and releases the freed slot back into inventory.
- Records every change with a timestamp and channel of origin for the front-of-house log.
Works in
- Reservation platform
- Property-management system
- CRM
- Messaging
Overbooking exceptions, large-party buyouts, and deposit waivers route to a manager before any confirmation is sent.
Menu and Ordering Agent
Guides guests through the live menu and assembles orders that land in the kitchen exactly as the guest intended.
What it does
- Retrieves the current menu, 86 list, and pricing from the POS so guests never see an item the kitchen cannot make.
- Answers preparation and pairing questions from the approved menu knowledge base the culinary team maintains.
- Prepares dine-in, pickup, and delivery orders with modifiers structured the way the kitchen display expects them.
- Routes confirmed orders to the POS and flags unusually large or time-sensitive tickets for a human check.
Works in
- POS
- Kitchen display
- Inventory
- Delivery platforms
Discounts, comps, and off-menu requests are prepared as drafts and released only by an authorized team member.
Guest Services Agent
Fields day-to-day guest requests — amenities, timing, directions, lost property — and moves each one to the team that owns it.
What it does
- Receives requests across SMS, WhatsApp, email, and in-app chat and matches each to an open reservation or stay.
- Retrieves the guest's history, preferences, and prior notes from the CRM before drafting a response.
- Routes housekeeping, maintenance, and concierge tasks to the right department queue with the room or table reference attached.
- Records the request, the action taken, and the closing confirmation against the guest profile.
Works in
- Property-management system
- CRM
- Messaging
- Task management
Anything touching guest safety, security, or staff conduct escalates immediately to the duty manager instead of being handled in-channel.
Dietary Information Agent
Answers allergen and dietary questions strictly from sources the kitchen maintains, and stops where its certainty ends.
What it does
- Retrieves allergen and ingredient data only from the approved matrix the culinary team keeps current.
- Checks each dish a guest asks about against their declared restrictions and states cross-contact cautions verbatim from policy.
- Flags any question the matrix cannot answer and hands the guest to a staff member rather than inferring.
- Records dietary notes on the reservation so the kitchen sees them on the ticket, not in a side channel.
Works in
- Menu knowledge base
- POS
- Reservation platform
- Kitchen display
It never asserts a dish is safe for a severe allergy; that confirmation always comes from the kitchen team directly.
Service Recovery Agent
Turns complaints, slow tickets, and poor reviews into structured recovery actions prepared within defined limits.
What it does
- Receives complaints from review platforms, post-visit surveys, and direct messages and links each to the original visit or order.
- Retrieves the ticket history, timing data, and staff notes needed to establish what actually happened.
- Prepares a proposed remedy from the approved recovery menu — an apology draft, priority rebooking, or a comp within the set threshold.
- Routes proposed refunds and any remedy above threshold to a manager, and executes approved workflows once signed off.
- Records the incident, remedy, and guest response so patterns surface in the weekly service review.
Works in
- CRM
- POS
- Review platforms
- Messaging
Refunds and exceptional remedies require defined authorization — the agent proposes, and a named manager approves.
Operations Coordination Agent
Keeps front of house, kitchen, and management working from the same operational picture through a service.
What it does
- Checks reservation pace, order volume, and delivery-platform load against the staffing plan for the shift.
- Flags emerging pressure points — a section running behind, a low-stock item trending on orders — to the shift lead.
- Updates the 86 list across the POS, delivery platforms, and menu knowledge base the moment the kitchen calls an item.
- Prepares the end-of-shift summary of covers, incidents, voids, and open follow-ups for the morning meeting.
Works in
- POS
- Kitchen display
- Inventory
- Reservation platform
- Delivery platforms
Staffing changes, closures, and anything touching scheduling or payroll remain management decisions; the agent only surfaces the data.
One request, end to end
Request Received
A booking, order, or question arrives by phone, message, or web widget and is captured with its full context.
Intent Understood
The agent identifies what the guest wants — a table, an order, a change, an answer — along with party size, timing, and stated preferences.
Availability Checked
Live availability, the current menu, or the 86 list is verified in the source system before anything is promised.
Booking or Order Prepared
The reservation or order is assembled with notes, modifiers, and dietary flags structured for the receiving system.
Systems Updated
The reservation platform, POS, or property-management system is written once, so every team reads the same record.
Team Notified
Front of house, kitchen, or housekeeping receives the task in the queue they already work from, with the reference attached.
Guest Confirmed
The guest receives a confirmation matching exactly what was booked, and the exchange is logged to their profile.
Connected to the systems that run the work
01POS Systems
- Toast
- Square
- Lightspeed
- or a custom POS
02Reservation and Table Management
- OpenTable
- SevenRooms
- Resy
- or an in-house booking engine
03Property-Management Systems
- Opera
- Mews
- Cloudbeds
- or a custom PMS
04Kitchen Display and Inventory
- MarketMan
- Craftable
- or the kitchen display built into your POS
05Delivery and Ordering Platforms
- Deliverect
- Otter
- or direct connections to the major delivery marketplaces
06CRM and Guest Messaging
- HubSpot
- Salesforce
- Twilio
- WhatsApp Business
- or a custom guest database
Accountable by Design
Every agent runs inside boundaries your operators define: which systems it may read, which records it may write, and which actions always wait for a person. Dietary and allergen information comes exclusively from approved, maintained sources with the cautions your policy requires, and refunds or exceptional remedies require defined authorization from a named role. Every read, write, and guest message is logged, so a manager can reconstruct any exchange after service.
- Role-based permissions per system and per action
- Approval checkpoints for refunds, comps, and booking exceptions
- Full audit trail of every read, write, and guest message
- Allergen answers restricted to approved, maintained sources
- Guest data boundaries between properties, brands, and channels
- Evaluation suites run before every release
- Live monitoring with error and drift alerts
- Safe fallback to a staff member at any point in a conversation
- Payment data isolated in the POS — agents never touch card details
From first workshop to launch
Discovery and product architecture
Map the user journeys, workflows and technical priorities.
UX/UI design and prototype
Define the interface system, key screens and clickable flows.
Development and integrations
Build the frontend, backend and integrations.
Launch, optimisation and scaling
Improve the platform through analytics and feedback.
Questions, answered
It answers only from an allergen matrix your culinary team maintains and approves — never from menu text or model memory. Cross-contact cautions are stated exactly as your policy writes them, and any question the matrix cannot answer is handed to a staff member. For severe allergies, confirmation always comes from the kitchen, and the agent says so.
Refunds, comps above your set threshold, overbooking exceptions, staffing calls, and anything involving guest safety or staff conduct. The agents prepare the record and the recommendation; a named person with the right role approves. That boundary is configured per action, not left to the model's judgment.
Through APIs where your POS, reservation platform, PMS, or delivery aggregator exposes them, and through structured import and export where they do not. We build the integration layer as part of the engagement, so agents write to your systems of record rather than creating a parallel database. Payment data never leaves the POS — agents work with booking and order records, not card details.
Start with one high-volume, low-risk workflow — reservation changes and enquiry handling are the usual candidates, because the volume is measurable and the failure mode is a graceful handoff to staff. Prove it on one location first, then extend to ordering or guest services once the audit trail shows the workflow holds up.
Map One Workflow First
Bring us the workflow that costs your team the most attention — reservation changes, enquiry handling, or post-visit follow-up. We will map it end to end with your operators, define where approvals and handoffs sit, and scope the smallest version worth putting into service.