Answers
Wi-Fi, breakfast, parking and other facts you approve.
For independent hotels
Your hotel phone, answered when the desk is busy.
It answers routine questions, alerts staff to urgent calls and writes down every other request.
The desk may be empty or busy.
The line is still answering.
The line is still answering.
What it does
The line does three jobs.
It supports reception. It does not replace your staff or booking system.
Call finished
Alerts
A leak, no heating or an upset guest reaches a person now.
Records
The room, request and urgency arrive as a clear staff task.
How it fits
One call. Four possible routes.
Your existing number forwards unanswered calls to the line. It listens first, then chooses the safest useful outcome.
Someone rings the hotel
A guest in a room or somebody thinking of staying.
Listens and decides
Who is calling? What do they need? Does a person need to act now?
No new hardware. It is a number, not a switchboard.
No app for guests. They use the phone already in the room.
Nothing is lost. Every call leaves a written record on the board.
Safety in practice
A real call, and what it produced
A recording from the demo line. Watch where it decides this is not something to write down and pass on.
Guest
Hello, is that reception?
The line
It is. Which room are you calling from?
Guest
Two fourteen. There is water coming down the wall behind the radiator, quite a lot of it.
The line
Is it running onto the floor?
Guest
Yes, the carpet is soaked.
The line
Right, that needs somebody now rather than in the morning. Stay on the line, I am putting you through to the duty manager.
Duty manager
Hello, it is Ruth. I have got room two fourteen and a leak behind the radiator. I am on my way up.
Room 214
Urgent
Water running down the wall behind the radiator, carpet soaked. Guest was put through to the duty manager on the call.
Two things worth noticing. It asked one follow up question, and the answer to that question is what made it urgent. And it did not offer to pass a message on. Water on a carpet at eleven at night gets a person, not a note.
The staff side
It all lands in one place
Open it on the desk computer or on a phone. Every call the line took, in the order it came in, with the part your team actually needs to act on.
| Who | What they wanted | Priority | Where it went | Time |
|---|---|---|---|---|
| Room 214 | Water running down the wall behind the radiator | Urgent | Reception contacted | 23:14 |
| 07812 449 ... | Double room, 14th to 16th of March, two people | Urgent | Ring back, warm lead | 22:51 |
| Room 225 | No hot water in the shower since this morning | Urgent | Reception contacted | 22:36 |
| Room 302 | Two extra pillows and a blanket | Routine | Housekeeping | 21:07 |
| Room 117 | The Wi-Fi network and the password | Routine | Answered by the line | 19:52 |
| 01242 88 ... | Table for six on Friday evening | Routine | Ring back, restaurant | 18:40 |
| Room 140 | Whether there is an iron in the room, and where | Routine | Answered by the line | 17:20 |
| Not a guest | Until what time breakfast is served on a Sunday | Routine | Answered by the line | 16:03 |
Green means the call was finished on the phone and nobody at the hotel did anything. Red went through to a person while the caller was still on the line. Amber is somebody who wanted to book and left a number, and that is the row that pays for the rest.
The quickest way to understand it is to ring it.
Call as though you were a guest in room 214. Ask for the Wi-Fi password, request a towel or report a leak. Hear the three different outcomes for yourself.
Set it up once
You decide what the line knows.
Add the everyday facts guests ask for, in your own words. It never answers beyond what your hotel has approved.
Answers on the call
Wi-Fi, breakfast, parking, check-out, facilities and any other approved answer you add.
Sends the rest to your team
Room requests, faults, complaints, arrangements and anything it cannot answer safely.
Clear limits
The practical questions
Does it make things up?
No. It answers only from information your hotel has approved. Anything else becomes a question for reception.
Will it try to sell rooms?
No. It cannot see rates or availability. Booking, change and cancellation requests go to your team.
What changes at the hotel?
Very little. Forward unanswered calls to the line or place its number in rooms. Your phones and provider stay the same.
What does it cost?
It is free during the pilot. We are inviting a small number of hotels to test it before setting a price.
Hear it before you decide.
Thirty seconds on the phone will tell you more than the rest of this page. We are looking for a handful of hotels in Gloucestershire and the Cotswolds to run it properly.
