Guest Experience Automation & Operations Management for Hotels
Converiqo automates booking management, guest self-service, feedback collection, and operational workflows so hotels deliver exceptional experiences and maximize direct bookings.
Pressure points
Key Challenges for Hotels & City Resorts
Automation transforms booking management, guest support, and operational efficiency.
Manual Booking Management
Front-desk teams juggle OTA, corporate, and direct bookings manually causing overbooking risks and slow responses to premium guests.
Repetitive Guest Queries & Service Delays
Guests repeatedly call for room readiness, amenities, airport transfers, or spa slots overwhelming concierge and stretching response times.
High Reception Load & Multi-Department Friction
Reception becomes the bottleneck for housekeeping, F&B, and engineering requests, leading to inconsistent service quality.
Staff Coordination & Shift Visibility
Housekeeping, banquets, front office, and engineering operate on separate systems with limited visibility into guest priorities.
Multi-Property & Brand Standards
Ensuring consistent brand experiences across business hotels, city resorts, and extended-stay properties requires automation, not manual SOP policing.
Guest Feedback & Experience Insights
Collecting post-stay feedback, measuring satisfaction scores, and identifying service gaps relies on manual surveys and fragmented data missing opportunities to improve guest experiences proactively.
How Converiqo Transforms Hotel Operations
Automation & AI synchronize every step from booking enquiry to guest feedback.
AI-Powered Booking & Lead Engine
Automated capture, qualification, and conversion of booking enquiries with intelligent room matching and instant confirmation workflows.
Guest Self-Service Intelligence
Instant answers to booking queries, room availability, amenities, policies, local recommendations, and check-in procedures across all channels.
Feedback & Survey Automation (VoC)
Systematic collection of stay feedback, guest satisfaction ratings, and traveler insights with real-time analysis and action triggers.
Operations Command Centre
Housekeeping, F&B, banquets, and engineering work from unified playbooks with SLAs, escalations, and analytics.
Core module
Booking & Lead Management
Automated lead capture, qualification, and conversion for booking enquiries and reservations.
Automation Flow
Lead & Booking Enquiry Automation
Availability checks across room types, suites, and meeting spaces in seconds
Room/amenity galleries, AR/VR tours, and curated itineraries shared automatically
Pricing, add-on bundle, and corporate rate queries handled via AI concierge
Auto-follow-ups for OTA drop-offs, wedding enquiries, and MICE leads
Integrated tour, spa, dining, and airport transfer bookings with instant confirmation
Smart allocation rules for business travellers, loyalty elites, and long-stay guests
Automation Flow
Guest Self-Service Automation
Mobile/web/WhatsApp check-in with digital registration cards and ID capture
Live room readiness updates plus luggage/airport transfer coordination
One-touch service menu for housekeeping, laundry, in-room dining, spa, and transport
Real-time bill view with package inclusions, folio splits, and payment links
Automated reminders for spa slots, dining reservations, and activity start times
Always-on FAQ concierge covering policies, loyalty benefits, and neighbourhood tips
Automation Flow
Employee & Department Automation
Housekeeping task boards with dynamic priorities, minibar tracking, and QC audits
Engineering/IT tickets with asset history, SLA timers, and escalation ladders
F&B and banquets receive real-time guest preferences and allergen info
Front office dashboards highlight VIP arrivals, upsell cues, and pending requests
Shift handover logs with digital checklists and compliance prompts
Department-level performance dashboards highlight SLA breaches, staffing gaps, and training needs
Automation Flow
Workflow Automation for Hotel Operations
Pre-arrival to post-stay journeys with automated messaging and upsells
Virtual waiting room + express check-in flows for business travellers
Service request routing with SLA tiers, cross-department dependencies, and proof-of-service capture
Banquet/meeting bookings with vendor coordination, menu approvals, and billing
Multi-property playbooks with brand standards, loyalty entitlements, and localisations
Automated guest feedback, NPS, and recovery workflows to protect reputation
Stakeholder outcomes
Benefits Across Hotel Leadership & Teams
Everyone from owners to guests benefits from automated booking management, support, and feedback.
Hotel Owners & GMs
- Higher RevPAR and ancillary revenue via timely upsells
- Single source of truth for occupancy, service SLAs, and guest sentiment
- Lower operational costs with automation-first processes
- Scalable foundation for new properties or brand segments
Operations & Department Heads
- Command-centre visibility into pending tasks and escalations
- Automated handovers reduce miscommunication across shifts
- Data-backed staffing forecasts for peak arrivals and events
- Audit-ready logs for SOP compliance and brand standards
Guest Experience & Support Teams
- Fewer repetitive queries thanks to self-service and automation
- Context-rich guest profiles ensure personalised responses
- Omni-channel messaging unified in one console
- Faster recovery and proactive service keeps NPS high
Guests & Loyalty Members
- Effortless booking, check-in, and service experiences
- Transparent communication builds trust before arrival
- On-demand access to amenities, billing, and itineraries
- Consistent experience across all properties and brands
Sales & Marketing Teams
- Automated campaign execution reduces manual coordination and ensures consistent messaging across channels
- Lead scoring and qualification help prioritize high-value bookings and corporate accounts for faster conversion
- Campaign performance dashboards show ROI, conversion rates, and booking source attribution in real-time
- Integrated booking automation captures direct enquiries and reduces dependency on OTA commissions
IT & Technology Teams
- Centralized platform reduces integration complexity across booking systems, PMS, and payment gateways
- API-first architecture enables seamless connections with existing hotel technology stack
- Automated workflows minimize manual IT support requests and system maintenance overhead
- Scalable infrastructure supports multi-property deployments without additional technical resources
Deployment fit
Capabilities for Every Hotel & City Resort Setup
From independent hotels to multi-property chains.
Business Hotels & Transit Properties
Automate express check-ins, corporate billing, and loyalty recognition for high-frequency business travellers.
City Resorts & Urban Retreats
Coordinate spa, dining, and curated city experiences with real-time service orchestration.
Extended-Stay & Serviced Residences
Blend hospitality and residential journeys with subscription billing, maintenance, and wellness services.
Multi-Property Hospitality Groups
Deploy centralised SOPs, analytics, and guest data with localised customisations.
Boutique & Lifestyle Hotels
Deliver white-glove experiences with personalised automations and curated local content.
Luxury Resorts & Destination Retreats
Orchestrate multi-day itineraries, premium concierge services, and signature on-property experiences with AI-powered coordination.
Proof of impact
Real Hotel Leaders on Measurable CX Change
Hotels Run Smoother on Converiqo
4.8/5
Guest NPS improvement
30%
Faster service resolution
45%
Reduction in front-desk escalations
32%
Guest satisfaction score improvement
Customer voice
“Our guest NPS moved from 4.1 to 4.8 in one quarter guests now self-serve check-in, chat with us on WhatsApp, and receive proactive updates for every request.”
Ankita Rao, General Manager, Aurora City Suites
Need-to-know
Frequently Asked Questions
Answers for hotel owners, managers, and operations teams.
How can agentic AI improve hotel operations efficiency?
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Agentic AI automates enquiry handling, supports guest communication, and streamlines staff workflows. It helps hotels manage high volumes of bookings, in-stay requests, and multi-property coordination with more accuracy and consistency across all departments.
What challenges can automation solve for hotel teams?
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Automation reduces check-in delays, centralizes updates, and decreases service miscommunication. It ensures faster responses to guest needs, smoother coordination across departments, and more predictable service delivery from reservation to check-out.
Can AI enhance the experience of long-stay hotel guests?
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Yes. AI personalizes communication, automates reminders, and provides structured assistance. It helps long-stay guests receive quick resolutions, organized updates, and seamless support, improving satisfaction and overall stay comfort at scale.
How does automation strengthen guest communication for hotels?
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Automation ensures timely replies, reduces repetitive questions, and maintains clear records of guest interactions. It helps hotels deliver consistent communication across bookings, concierge requests, and in-stay updates, improving the overall guest journey.
What KPIs should hotels track to measure automation success?
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Key KPIs include lead response time, booking conversion, ticket resolution speed, in-room service times, and guest satisfaction scores. Platforms like Converiqo help hotels track these metrics and improve service performance across all properties.
How does Converiqo’s Lead Engine support hotel bookings?
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Converiqo’s Lead Engine consolidates group bookings, corporate enquiries, and long-stay leads. It qualifies prospects, assigns them to the right team, and ensures quick follow-ups, helping hotels increase conversion rates and reduce booking leakage.
How does Converiqo’s CSSE improve guest self-service options?
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Converiqo’s CSSE offers guests direct access to booking details, amendments, check-in information, and concierge FAQs. It reduces front-desk load and provides smoother self-service experiences for both new and existing guests.
Why use Converiqo’s Contact Center Module for hotels?
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Converiqo’s Contact Center Module centralizes voice, chat, and WhatsApp enquiries for reservations and in-stay support. It improves visibility, reduces missed calls, and strengthens guest communication across all interaction points.
How does Converiqo’s Ticketing and Field Service improve response times?
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Converiqo’s Ticketing System organizes maintenance, housekeeping, and in-room issues. Combined with Field Service, it dispatches tasks to the right staff and tracks completion, helping hotels resolve requests quickly and reliably.
How does Converiqo’s feedback module enhance guest satisfaction?
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The Feedback and Survey Module collects stay reviews, NPS, and CSAT. Integrated through Converiqo, it helps hotels identify improvement areas and refine service quality across rooms, dining, amenities, and property-wide experiences.
Hotel excellence
Ready to Automate Bookings, Support & Guest Feedback?
Plug Converiqo into your hotel operations to streamline booking management, guest self-service, feedback collection, and operational workflows.