The night shift is covered by the digital concierge.
ConSergio takes the questions that always come, and the extras get offered while the guest is asking about something else. Without touching the system you already use.
The guest asks from the room, the request lands on the board.
ConSergio answers with your hotel's hours and services, and when there is an extra to book it offers it right there. What reaches the desk is a request that is already complete.
- Every request carries the room, the language and the time
- The offers are tracked from suggested to sold
- Every conversation is kept, and the staff can read it back
The three things that used to clog the desk.
Row by row, the same day seen from both sides of the counter.
How the desk used to be
- Four arrivals at once and the phone ringing
- The same questions about breakfast and parking, all day long
- The extras asked for at eleven at night, which get lost
With ConSergio at the desk
- Whoever comes to the desk comes for something that needs a person
- Hours, breakfast and parking are explained by it, in every language
- The eleven at night request is waiting on the board next morning
The desk, unburdened
A lighter front desk
The staff stop working as a switchboard and go back to the guests in front of them.
Revenue you can measure
You see which offers were accepted and what they are worth, at the price you set in the catalogue.
Data that shapes what you offer
Unanswered questions, frequent languages, peak hours: you know where to act.
Whoever comes in at seven finds the day already written down.
The handover stops being a hurried word in front of the desk, with everything that goes missing along the way.
- The night's requests are on the board, not on a scrap of paper
- Every request carries the room, the language and the time, so nobody calls the guest back to ask what they wanted
- The conversation is kept: whoever picks a request up reads how it started
- Owner and front desk each see what their role needs, and nothing more
A day at the desk.
Thirty rooms, a full day.
- 18Requests that came in today
- 6Closed without reaching the staff
- 3Extras sold in chat
The questions that come from the front desk
Do I have to change the property management system we use?
No. ConSergio works alongside what you already have: it takes care of the conversation with the guest and the requests that come out of it, while rooms and rates stay in your system. Where the integration provides for it, the two systems exchange the information they need, and we tell you what connects in your case as soon as we know which one you use. If you have no system at all, you can keep everything in ConSergio with Reservations, the bookings module.
Which of the staff can see the requests?
Whoever you decide. Roles separate what the owner sees from what the front desk sees, so whoever is at the desk has the requests to deal with in front of them without also getting at the financial figures.
How do I get notified about a request?
As a browser push notification, on the phone or computer where you switched it on from the dashboard, which you can also install as an app. It arrives even with the dashboard closed, to everyone who would see that request on their board, team by team. On iPhone and iPad the dashboard has to be added to the Home Screen first. Text messages and phone calls, no: if you want to be woken up at night for a leak, put your number among the contacts in the guest app, and the guest can call you with one tap.
What happens to requests that come in at night?
They stay on the board until somebody picks them up. Whoever comes in the next morning finds the new column already full, with the room, the language and the time of each request, instead of piecing the night together from scraps of paper.
Do requests also come in from WhatsApp or email?
No, they come from the guest app: from the chat with the assistant and from the service catalogue, which the guest opens from the QR code. With Reservations you also get booking requests from the widget on your website, which reach you by email as well. Your property's WhatsApp number and phone can go among the contacts in the app: the guest finds them there, and those messages stay off the board.
When a guest books in the chat, who confirms?
Your staff. The assistant first asks the guest whether to go ahead, then sends the request to the board and tells them the property will get back to them. If the restaurant is outside, the phone call is made by whoever picks up the request, as it is today. The guest follows the status in the app until it is done, so they know when the table is theirs.
How do I know whether the extras are paying off?
Every offer leaves a trace: how many the guest saw and how many they accepted. At the end of the month you see what the transfer brought in, what the spa brought in, and which services nobody asks for. Those are the numbers for deciding what to push and what to drop.
Give the front desk a quieter evening.
ConSergio takes the recurring questions. What is left for your staff are the guests who need a person.