Getting started / 01
AI concierge: start with the right questions
What to delegate to a digital concierge, what to leave to staff and how to prepare a controlled launch.
- 01Verified information
Hours, instructions, services
- 02Answer to the guest
Clear context, the guest’s language
- 03Staff intervention
Requests that need confirmation
Define the service before the tool
An AI concierge helps guests find information and make requests. Start with the questions you actually receive: arrival, breakfast, Wi-Fi and services. A useful answer includes time, place, conditions and the next step, without inventing details the property has not confirmed.
Decide when a person should step in
Available information can receive a direct answer. Availability checks, exceptions and problems require staff. Forwarding a request is not a confirmed booking: tell the guest what has been done and what is still pending.
Test a complete stay
Use a test guest to check the link, language, instructions and notifications. Include an unanswered question and an urgent request. Only then share links with real guests, and review conversations to improve the information.
Before you activate
- Updated hours and contacts
- Clear handover rules
- Test from a guest’s phone
Frequently asked questions
Does it replace reception?
No. It supports information delivery and request collection; decisions, exceptions and confirmations remain with the property.
Can I start with limited content?
Yes, as long as it is accurate. Publishing a small set of reliable instructions is better than presenting unfinished information as final.