Intelligent voice for hotels
Receptionist AI for hotels: answer calls, organising bookings and drift when needed
A layer of call that can respond to queries asked, collect booking requests and to maintain continuity when reception is busy, in the check-in/check-out, or out-of-hours.
Complements to the human resources team, and can be derived exceptions, claims or VIP clients. Known Intelligent Voice.
The real problem
The reception can't be in two conversations at once
In urban hotels, holiday, boutique, hostels, apartments and resorts, the call tends to arrive just when the computer is solving another priority face-to-face.
- 01
Check-in and check-out times at rush hour
The staff attends to guest present while the phone keeps ringing.
- 02
Queries repetitive
Schedules, parking, breakfast, pets allowed, wifi or how to get time-consuming operation.
- 03
Night and out of hours
There are applications which can be registered without force to keep a person available for each call.
- 04
Bookings and queries that are lost
When no one can answer a query of stay can end on a missed call.
Immediate value
Less disruption, more continuity of care
The receptionist AI can take on tasks telephone repetitive and leave to receive the necessary context to continue.
Booking requests
Collects dates, nights, room, guest contact, and according to the flow defined.
Frequent consultation
Responds hotel information, services, schedules, and policies configured.
Attention night
You can attend out of hours and log requests for follow-up.
Derivation of human
Scale claims, VIP clients, exceptions, or sensitive cases to the computer.
More data sorted
Structure the relevant information of the call to facilitate the subsequent management.
Continuity telephone
It reduces the dependency that one person can answer you right at that moment.
Call organized
Three areas where you can download work from reception
Booking management
Capture and organise requests of stay.
- Dates, nights, guests and room type.
- Log name and contact according to defined rules.
- Amendment or cancellation when the flow allows.
- Real confirmation only with integration compatible.
Information and services of the hotel
Consistent responses to recurring doubts.
- Check-in, Check-out time, location and how to get there.
- Parking, wifi, breakfast, pool, pets, and services.
- Rates informational or political uploaded in the knowledge base.
- Requests such as cot, transfer, restaurant or late check-out.
Continuity and derivation
Serve repeatable and know when to stop.
- Attention night and out of hours.
- Multilingual staff configurable.
- Referral to the reception or to the corresponding area.
- Complex cases, sensitive, claims, and VIP scalable.
How it works
Of an incoming call to an application structured
The flow can be adapted to the operational, zones, languages and integrations available in each hotel.
Enters the call
The AI serves with the greeting and context defined.
Understand the intent
Identifies booking, information, change, or request.
Collects data
Questions only to the extent necessary to complete the flow.
Query or register
Interacts with external systems when there is API compatible.
Confirms the next step
Summarizes the information collected and you can turn on reminders.
Drift when applicable
Delivery the context to the team if the case requires it.
Daily operations
Thought for the moments where you notice the charging phone
Check-in / check-out
Avoids interrupting the staff at our front desk.
Night time
Collects requests when the reception has reduced coverage.
High occupancy
Help to sort simultaneous calls or repetitive.
High season
Absorbs some of the questions foreseeable.
International customers
Attention in several languages depending on configuration.
Requests for the last hour
Registers requests and delivers them to the appropriate area.
Natural conversation
The call is understood as a context, not as a list of hard-coded options
● OngoingWhat has grasped the AI
The result of the call
- ✓ Request registered
- ✓ Structured data
- ✓ Recording/transcription according to legal requirements
The recording, transcription, preservation, and use of data must be configured in accordance with the consent, purpose and applicable legal requirements.
Use cases
By the same logic, adapted to hotel operation very different
City hotels
Fast queries, bookings and arrivals.
Hotels-vacation
High season, services, and schedules.
Boutique hotels
Careful attention to scaling human.
Tourist apartments
Arrival information and requests.
Rural houses
Prior consultations and out-of-hours.
Resorts
Services, restaurants and requests.
Hotel chains
Flows consistent over the establishment.
Attention night
Coverage when the computer is reduced.
Queries repetitive
Schedules, wifi, parking and policies.
International customers
Languages configurable.
Special requests
Registration and referral.
Reservation changes
According to flow and integration.
Configuration
The AI responds with the information that the hotel decides to give
A knowledge base clear allows you to narrow answers, tone, rules and limits of derivation.
Schedules and check-in/out
Schedules, late entries and guidelines informative.
Rules of reservation
Data-order changes are allowed and when to refer.
Frequently asked questions
Parking, wifi, breakfast, pets, and location.
Knowledge Base
Information controlled by the hotel
Services and facilities
Available services, hours, and conditions.
Tone of voice
Greeting, style, language, and confirmation of data.
Derivation and limits
Claims, VIP, events and exceptions.
Systems and integrations
Connects the call with the rest of the operations when the system allows it
The integration must be validated on a case-by-case basis according to the APIs, webhooks, and permissions available.
POST /bookings → webhook ← answerPMS / booking engine
Query or registration when there is API compatible.
CRM or customer tab
Structured information for follow-up.
SMS, email or WhatsApp
Reminders depending on configuration and consent.
Webhooks and referrals
Activation of workflows or scaling to the reception.
Support the team
Automate makes sense when it frees up time to better serve the guest in mind
Fewer interruptions
More continuity in counter.
More order
Requests are structured.
Clearer data
Prepared context.
Derivation of human
Complex cases happen to a person.
Constant attention
More coverage out-of-hours.
More time for the guest
Focus on the person attention.
Comparative
It is not a mailbox and not intended to be a substitute reception
| Model | What you can do | Limitation |
|---|---|---|
| Voice mail / mailbox | Pick up a message to review it after. | Do not talk or structure the application. |
| Care manual reception | Manages complex situations, criteria, human and person attention. | Dependent on availability, work load and schedule. |
| Receptionist IA | You can chat, collect data, respond defined and connect flows compatible. | You must escalate exceptions, claims, actions and situations outside of their rules. |
Testing a real flow
Designing a receptionist IA about the operation of your hotel
We review schedules, call types, languages, rules of derivation and integration prior to defining the scope.
Frequently asked questions
The important thing prior to the implementation of a receptionist AI in a hotel
The specific capabilities depend on the configuration, the available systems and the rules of care of each establishment.
It is a system call with artificial intelligence that can answer calls, understand requests usual, log data, and support to the reception. It is intended to complement the team, not replace it.
You can pick up dates, number of nights, room type, guests, and contact information. The real confirmation of availability or make a reservation depends on the availability of an integration that is compatible with the system of the hotel and how to configure the flow.
It can handle requests for amendment or cancellation when the flow and the integration of the hotel allow it. If there is an exception, a special condition or is missing information, you can refer the case to the reception.
Yes, you can take calls outside of the regular schedule, answer questions asked and to pick up applications for the computer to handle later. The incidences sensitive or urgent need to follow the protocol defined by the hotel.
Yes, the shunt may be configured to move the call or log a request addressed to reception or to the relevant equipment. The complex cases, claims, VIP clients and exceptions should be scaled to a person.
The multilingual staff can be configured according to the agent, the languages defined and the scope of the project. This can be especially useful for hotels with international clientele.
The integration can be raised through the API or webhooks when the PMS, booking engine or other system of the hotel offers a compatible interface. The specific viability must be validated before deploying.
You can be a part of flows that send confirmations or reminders by SMS, email or WhatsApp when those channels are configured and there is a consent or a legal basis applicable.
Yes. You can register applications as the cradle, late check-out, transfer, restaurant, or other requests usual and refer them to the team of the hotel. Final approval depends on the operational availability and real.
The treatment must be configured using criteria of minimization, confidentiality and the obligations of data protection that apply to you. Recording and transcription depend on the consent, the settings and the applicable legal requirements.
No. It is designed to complement reception, absorb repetitive calls or out-of-schedule and organize information. The complex cases, sensitive, VIP, claims and exceptions must pass the human team.
Can adapt to city hotels, holiday, boutique, tourist apartments, hostels, rural houses, resorts or chain, always adjusting flows, languages, times and integrations to each operational.
The price depends on the scope, volume of calls, languages, integrations, and settings you need. For an estimate concrete should request an assessment of the case.
You can request a demo from the form on this page or contact with SMS.es to check the flow of calls, bookings, timetables, languages and integrations of your hotel.
Request a demo
Check out how it would fit in the Intelligent Voice, at the reception of your hotel
Tell us what kind of calls you receive, zones, languages and what systems you are using. With that you can define a flow realistic and the points that should be left in the hands of the team.
Tell us about your case
We will contact you to review needs and feasibility of integration.
