The Hospitality agent team
Agents that answer guests, handle changes and keep the front of house informed, day and night.
Guest desk: the app the team builds and works in, open to Nadia and the rest of your team.
Who’s on the team.
4 agents with one job each. Guest Lead leads, and Nadia, general manager, makes the calls.
- Guest LeadLeads the teamWatches the inbox and escalations.
- Guest DeskAnswers guests on WhatsApp and email.
- ReservationsChanges bookings within rules.
- ReviewsDrafts replies to reviews.
- NadiaGeneral managerApproves the steps that matter, from the app or their phone.
It works in the tools you already use.
No new system for your people. The agents read and write where the work already lives.
You keep the final say.
These steps stop and wait in the app, with everything needed to decide. You set the rules, and you can change them as trust grows.
Free upgrades and refunds
Anything that costs money waits for Nadia.
Replies to one and two-star reviews
Public replies go past a person.
Group bookings over ten guests
Capacity calls stay with the manager.
Offer a free upgrade to room 214?
A guest writes at 23:10.
The job: answer every guest message in minutes. Here is one piece of it, step by step.
- Guest Desk
Reads a message in Portuguese asking for a late check-in, confirms it in Portuguese and tells the night team.
- Reservations
Moves a booking to a quieter room, inside the rule that allows changes at the same rate.
- Reviews
Drafts a reply to a three-star review that mentions a cold breakfast, for Nadia to approve.
- Guest Lead
Takes a request for a free upgrade to Nadia, because upgrades are her call.
- Nadia
Nadia approves the upgrade to room 214 in the morning.
226 messages today, 98% answered, three for Nadia.
How Guest desk reads partway through a month. Example numbers.
Common questions
Which languages?
Guests are answered in their own language.