Artificial intelligence at the reception is no longer a promise – it runs. Chatbots answer routine questions, AI phone agents take reservation requests. The question is no longer whether to use AI, but how. The answer: targeted, honest and with a human as fallback.
What an AI phone agent can really do
- Answer routine questions about prices, availability and amenities instantly
- Capture reservation requests and enter them directly into the PMS
- Reply in multiple languages around the clock – without overtime
- Categorise enquiries and route them to the right place
Where the AI hits its limits
- Complex special requests that require industry knowledge
- Emotional situations such as complaints or grievances
- Escalations where an empathetic human calms things down
- Edge cases that need a creative solution
The hybrid path: AI first, human on demand
We deploy Reception AI so that the AI works through the volume and seamlessly hands complex concerns to a real team. The guest barely notices – except that it's fast and that, when needed, someone does pick up the phone in person. You combine the scalability of AI with the warmth of genuine hospitality.
AI alone doesn't forgive mistakes. With a human in the background, it does. That creates a service that is affordable and still feels premium.
“Technology should never leave the guest alone. It should only help them arrive faster.”
