The 24/7 Front Desk

Hospitality

Guest inquiries answered and routed while the team sleeps.

An always-on AI front desk that handles routine guest questions, captures requests, schedules services, and escalates conversations that need a human.

(Challenge)

Guests wrote to this inner-city Budapest hotel at all hours through the website, email and messaging apps, mostly with the same questions about check-in, parking and availability. Evening and night messages waited until morning, and the reception team spent much of the day on routine answers instead of the guests in front of them. When I reached out to ask about their existing systems, it was clear they needed an AI assistant to handle guest communication and take the routine work off the team's shoulders.

(Research)

I analyzed repetitive guest communication across web and messaging channels, identifying recurring questions, delayed replies, booking friction, and unnecessary staff workload.

(Solution)

One week after I started, the AI assistant was answering guests on WhatsApp, Telegram, Messenger and Gmail. Built on n8n and OpenAI, it responds instantly using approved hotel information, handles common requests, collects missing details, schedules where possible, and hands complex conversations to staff.