Hotels and tourism · Sample scenario
Routing guest requests to departments
The guest's request is securely matched to the booking, classified, sent to the right department as a task, and the guest is updated on its status.
Problem
Requests reaching the front desk are passed on verbally or on paper; some are forgotten and guests have to repeat themselves.
How it works today
The front desk takes the call or message and phones housekeeping or maintenance; progress is not tracked and the guest gets no follow-up.
What this scenario changes
The guest request is matched using the room number and booking code, AI classifies it, and a task is created for the right department. Progress is tracked and the guest gets an update. Urgent and safety-related cases skip the queue and go straight to the responsible person.
The process step by step
- Guest request: Guest writes via WhatsApp
- Matched to the booking: Room number and booking code checked against an active booking
- Request classified: Category and urgency determined
- Routine request?: No sign of urgency or safety risk
- Task to the department: Goes into the right department's queue
- Progress tracked: Status updates when the department closes the task
- Guest update: Guest is told the request was handled
Exception path
- Duty manager alerted immediately: Escalation without waiting in the queue
- Urgent reply to the guest: Guest is told someone is on the way
The role of AI
Sorts a free-text request into a category (housekeeping, maintenance, dining) and recognizes signs of urgency or safety risk.
Human approval and exceptions
Messages mentioning a gas smell, smoke, injury or another safety sign are not queued; they go straight to the duty manager.
Frequently asked questions
Can someone send a request on behalf of a guest in another room?
A request is accepted only when the room number and booking code match an active booking; on a mismatch, the front desk checks it.
Could AI miss a dangerous situation?
The risk is not zero, so keywords such as gas, smoke and injury are checked by both rules and AI, and suspicious cases go to the manager.
Do departments need to learn a new system?
Tasks can go into your existing task system or helpdesk; the choice is agreed at the start.