If you run a front desk, you know the 7–9am and 5–7pm crunch: phones ringing, guests checking in, and a queue forming. Every missed call is a missed upsell—or a lost reservation. Voice AI fixes that.
What is Voice AI (in hotels)?
A conversational system that answers calls in natural language, handles routine requests, routes complex ones to staff, and can place outbound calls for pre-stay, post-stay, or loyalty campaigns.
Top use cases
- Answer inbound calls 24/7: FAQs, directions, hours, amenities, policies.
- Overflow coverage: Capture calls during peaks and after-hours.
- Simple bookings & upgrades: Check availability and send a secure link.
- Service requests: Log housekeeping/maintenance and notify teams.
- Outbound calls: Pre-stay personalization, post-stay review, loyalty offers, in-house alerts.
- Emergency info line: Provide timely updates without swamping the desk.
Benefits
- Fewer missed calls: Guests get help instantly; staff stay focused on in-person service.
- Revenue lift: Same-day upsells (spa, dining, late checkout) and upgrade nudges.
- Better guest sentiment: No voicemail dead ends; clear next steps.
- Data & consistency: Every call logged; easy to see what guests ask most.
Implementation checklist
- Define routing: all calls first to AI, or only after X rings.
- Map FAQs + quick actions (book link, transfer, late checkout).
- Connect PMS/IBE for accurate answers.
- Set escalation rules (when to hand off to staff).
- Add intelligent voicemail for edge cases.
- Track KPIs: answer rate, resolution rate, transfers, upsell revenue.
What good looks like
- 100% call answer rate (AI + staff)
- 30–60s average handle time for FAQs
- 10–20% of inbound calls with upsell/cross-sell mention
- Clear, human-sounding tone + multilingual support
How Bonomi helps
Bonomi Voice AI answers every call, routes complex cases, and logs requests. It also runs outbound calls (pre-stay, post-stay, loyalty). Combined with Reservation Agent and Concierge, you get one platform for chat and voice—plus a unified inbox and analytics.
Ready to stop missing calls? Start a free trial or book a demo to see Voice AI in action.
