Concierge
Guest Concierge for Multi-Property Hosts
An intelligent concierge service that handles guest inquiries, triages maintenance issues, and provides personalized recommendations for multi-property hospitality businesses.
Problem
Multi-property hosts can't answer guest questions 24/7 across all locations. Maintenance requests pile up without clear priority. Guests ask the same questions about parking, Wi-Fi, and local spots repeatedly.
Approach
Concierge handles guest questions on WhatsApp, web, and Instagram. Pulls reservation details from PMS. Triages maintenance with photo analysis, scores severity, and routes to on-call staff. Recommends restaurants and activities by neighborhood. Logs everything to the guest profile.
Outcomes
Answers guest questions 24/7 across all properties
Triages maintenance with photos, prioritizes urgent issues
Suggests local restaurants and activities by location
Logs all interactions to guest profile for future stays
Answers Guest Questions
Handles check-in, house rules, parking, Wi-Fi, and amenities. Pulls reservation details from PMS for personalized responses.
Supports multiple languages for international guests.
Maintenance Triage
Guests report issues with photos. System analyzes images, scores severity, and categorizes problems.
Urgent matters route to on-call staff immediately. All requests log to maintenance queue for tracking.
Local Recommendations
Suggests restaurants, attractions, and experiences by neighborhood. Recommendations stay current through local content database.
Guest History
Logs every interaction to reservation profile. Staff review conversation history for personalized service.
Analytics identify common issues and guest preferences.
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