Guest SMS concierge and upsell

The problem

Hotel front desks cannot staff a concierge for every guest text at every hour of a stay. Upsell opportunities such as late checkout, spa bookings or dinner reservations arrive at odd hours and go unanswered, and guests who cannot get quick answers turn to third party booking sites for their next stay instead of booking direct.

• Guest questions arrive around the clock and front desk staff cannot respond instantly
• Upsell offers depend on someone noticing the right moment in a guest's stay
• Generic chatbot responses feel impersonal and undercut a premium brand experience
• Returning guests default to third party travel sites instead of booking direct
• Local recommendations depend on staff knowledge that varies shift to shift

The solution

A concierge agent texts with guests throughout their stay, answering questions and recommending local services and upsells in a brand specific voice, while staff step in for anything outside its scope.

1. Reads guest profile, room status and loyalty tier from the property management system
2. Responds to inbound guest texts with local recommendations and service answers
3. Identifies moments in the stay to send an outbound upsell offer from the upsell catalog
4. Routes any query it cannot resolve to a front desk staff member
5. Encourages returning guests toward a direct booking rather than a third party site

Where people stay in control

• A staff member handles any guest query the agent cannot resolve
• Upsell offers and recommendations stay within a configured catalog and brand voice
• Guest facing messages follow a defined personality so responses stay on brand

Systems and data

The workflow reads room availability, guest folios and loyalty status from the property management system and reads offers from the upsell catalog, then writes guest interactions and any escalation back to staff.

• property management system
• upsell catalog

Results

• Processed over 100,000 guest interactions within six months and generated 2.8 million dollars in incremental revenue in the documented deployment
• Guests who engaged spent 30 percent more and reported 33 percent higher satisfaction scores than non-users in the documented deployment
• Converted at a 40 percent rate on upselling opportunities in the documented deployment
• Independently resolved 80 percent of guest queries without escalation in the documented deployment

Why platform-native

The workflow runs on a single messaging channel against one property management system with a defined escalation path, so it fits directly on the model platform with Altivus providing monitoring and governance.

Frequently asked questions