Guest Interaction Training
Guest Interaction Training
The Guest Training section lets you customize how the AI handles common guest interactions during the stay — from service requests to follow-up messages.
Accessing guest training
Go to AI Agents > Guest Agent in your dashboard.
What you can configure
Service request handling
Define how the AI should respond to common service requests:
- Room service — What to offer, ordering hours, how to confirm
- Housekeeping — Extra towels, pillow menu, room cleaning schedule
- Maintenance — How to report issues, expected response time
- Late checkout — Availability, fees, how to request
Tone and personality
Influence the AI's communication style:
- Greeting style — Formal ("Good evening, Mr. Smith") vs. warm casual ("Hi David!")
- Property voice — Does your hotel feel boutique and intimate or professional and polished?
- Signoff — How the AI closes conversations
Follow-up behavior
Configure when and how the AI follows up:
- After handling a request ("Is there anything else I can help with?")
- Post-resolution check-in ("Was everything resolved to your satisfaction?")
- Proactive tips ("The sunset from our rooftop bar is beautiful tonight — open until 11 PM!")
Best practices
- Match your brand — If your hotel is a casual beach resort, the AI shouldn't sound like a formal business hotel
- Be helpful, not pushy — Guests appreciate recommendations but not constant upselling
- Set realistic expectations — If maintenance takes 30 minutes, don't promise 5 minutes
- Keep it concise — Guests prefer short, clear messages over long paragraphs