Hotel front desk automation
that protects the human part.
Every call to your desk interrupts whoever your staff were helping. Many of those calls are the same few questions. Clefs answers them instead, and your team keeps the work that really needs a person.
What comes off your desk
The work that can be automated is the work with one correct answer that your hotel already knows. There is no judgement in a WiFi password, and no warmth lost by answering it instantly.
- Repeated questionsWiFi, checkout and late checkout, gym and pool hours, breakfast, parking. Answered at once, at any hour.
- Simple requestsTowels, toiletries, room service, a maintenance report. Sent straight to the team instead of relayed by whoever picked up the phone.
- Night coverThe hours with nobody at the desk stop being hours when guests cannot get an answer.
What stays with your team
Welcoming guests. Complaints. Anything with feelings involved. Any moment where your hotel's character is what the guest is really paying for. None of this should be automated, and software that tries makes the stay worse.
The test of good automation here is simple. Is the person at your desk more available to the guest in front of them than before? If yes, it is working.
What you will see change
Watch two things first. How long a guest waits for an answer, and how much of the shift your desk spends on the phone. Because every request is tracked, you can measure both instead of guessing.
The reports also settle old arguments. Which shift is really short-staffed, and which team is really the slow one.
Common questions
What exactly does this automate?
The repeated part of the job. Answering the same questions all day, and passing simple requests to other teams. It does not automate checking in a tired family, handling a complaint, or any decision that needs judgement. Those stay with your staff, and that is the point.
Will I need fewer front desk staff?
No. That is not what it is built for, and we would rather say so plainly. What changes is how your team spends the shift. A desk that is not answering the same questions all day can look after the guest in front of it.
What happens at night when nobody is at the desk?
This is where the gap is biggest. At night a guest with a simple question either waits until morning or wakes someone up. Clefs answers at 3am the same way it answers at 3pm. Anything that needs a person goes to whoever is on duty. If nobody takes it, it escalates as you set, and emergencies are assigned at once to the people you name.
Does it work with my booking system?
Clefs works alongside your booking system and needs no connection to it. It is not a booking or rates system and does not replace one.
Related
See it on a short call.
We show you what your guests, your team and your owner would see, and answer your questions.