Hotel OSHotel operations agents Six tools to one night
Every department used to plan the day from its own tool, and now the whole hotel runs from one view of the night.
The ask
A hotel chain ran each building through separate tools: one for reservations, one for housekeeping, a spreadsheet for shifts, a notebook for repairs, and a phone that rang while the same people checked guests in. Every department planned the day from its own picture of it. The chain wanted every hotel to run from one view of each night.
A hotel runs on what each department cannot see.
The arrivals
The front desk knows who lands tonight. Housekeeping learns it from a list printed in the morning, and a late checkout reaches the cleaner after she has knocked on the door.
The empty room
A clean room waits until someone remembers to say it is clean. A repaired room waits the same way. Both are rooms the hotel could have sold tonight.
The phone
Guests call in every language at every hour. A group enquiry that waits until morning has already gone to the hotel next door.
One view of the night runs six agents.
Demand forecast
Bookings and revenue by day and by segment, in one forecast that every department plans from.
Upsell and front desk
The right offer at booking and at check-in, with registration finished before the guest arrives.
Housekeeping
The agent sets the order of rooms and the crews for the day from the arrivals on the books. A late checkout moves the cleaner's route, and a clean room goes back on sale.
Staff rosters
Shifts are built from the forecast, and every task is assigned to a named person and tracked to the end.
Preventive maintenance
The agent warns before the equipment fails. A repaired room returns to sale once someone confirms it is ready.
Guest voice and messages
The agent answers every call in any language, keeps WhatsApp, email and the travel agencies in one place, qualifies every group enquiry and sells before check-in.
The front desk and the laundry finally see the same night.
It watches what no team could.
Every room
Each room carries its state through the day: guest out, cleaned, inspected, repaired, ready, back on sale. Nobody has to call the floor to find out.
Every machine
Boilers, lifts and air handling report how they run. The agent sees the slow drift a walk-round misses and opens the job before a guest feels it.
Every night call
The night porter has a lobby to watch. The agent answers the phone in the guest's language, takes the booking, and leaves the morning team one line.
Read
- Reservations on the books
- Rooms, crews and shifts
- Calls, messages, agencies
The night
- One view of each future night
- Arrivals, rooms, people, repairs
Six agents
The day
- Forecast, upsell and front desk
- Housekeeping, rosters
- Maintenance, guest voice and messages
The team
- Every task has a named person
- Tracked to the end
- A person confirms a repaired room
The agents read the hotel's own tools, so nobody learns a new system.
Every department plans from the same forecast.
No room returns to sale until someone confirms it is ready.
The people in the building get the day back.
What each department used to plan alone now runs from one view of the night.
Rooms are ready when guests land, every call is answered in the guest's own language, every task has a name on it, and the people in the building spend the day with the guests in front of them.
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Dynamic Pricing for Hotels
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