Chambre propre et personnel attentif. Le petit-déjeuner sur la terrasse vaut le détour. Seul bémol : la climatisation de la 412 faisait du bruit la première nuit.
Hotels
Operational superintelligence for hotels.
A team of AI workers runs the front and the back of house: reservations, guests, operations, groups, finance and reviews. They operate your PMS, channel manager and OTAs, connected directly or through the browser, with the permissions you define.
The journey
What the guest sees and what happens behind it.
In front, the guest: from the first enquiry to the next booking. Behind, rates, groups, audit, bank and suppliers. Every stage has an AI worker responsible for it.
Front of house
01 · Reservations and revenue
Inspiration and booking
Answers availability and rates in the guest’s language and closes the direct booking.
Reservations Desk
02 · Guests
Pre-arrival
Asks for arrival time and preferences and sends the online check-in.
Pre-Arrival
03 · Operations
Check-in
Puts early arrivals’ rooms first and tells guests when theirs is ready.
Housekeeping Planner
04 · Guests
Stay
Handles requests at any hour: towels, a restaurant table, a taxi to the airport.
Guest Concierge
05 · Operations
Incidents
Opens the incident, assigns it to maintenance by priority and follows it until it is closed.
Ops Dispatch
06 · Finance and administration
Check-out and invoice
Checks the folio, issues the invoice with the company details and emails it.
Finance Ops
07 · Reputation
Review
Asks for a review when the stay went well and answers each one in its language.
Reputation
08 · Reservations and revenue
Next booking
Offers guests who came through an OTA their next stay direct.
Direct Booking
Back of house
01 · Reservations and revenue
Rates and parity
Compares published rates every hour and flags when an OTA breaks parity.
Revenue Watch
02 · Reservations and revenue
Website booking engine
Sees at which step each booking is lost on the website, proposes the change and tests it once management approves.
Direct Booking
03 · Groups and events
Groups and events
Reads the request, blocks rooms and sends the quote with meeting room and F&B.
Groups & Events
04 · Finance and administration
Night audit
Closes the day: charges, cash and occupancy, with the report ready before seven.
Night Audit
05 · Finance and administration
Bank reconciliation
Matches card-terminal batches to the bank, including four charges against a single line.
Finance Ops
06 · Operations
Suppliers
Orders from laundry and food suppliers, confirms each delivery and passes the invoice to finance.
Ops Dispatch
Departments
An AI team organised like your hotel.
Each AI worker has a role, a department, an objective and permissions. It reports to a person on your team, like any other role in the hotel.
13
AI workers · 7 departments
Management
Chief of Staff
Sums up the hotel every morning and follows up on what is open.
WhatsApp · Slack
Reservations and revenue
4Reservations Desk
Answers every availability request and turns it into a booking.
Revenue Watch
Watches rates, parity and occupancy and proposes adjustments.
Direct Booking
Brings OTA guests back to direct booking and sees where the website loses each booking.
Paid Media
Invests in metasearch and search within the budget you set.
Groups and events
1Groups & Events
Turns every group request into a quote and a contract.
Guests
2Guest Concierge
Handles guest requests at any hour, in the guest’s language.
Pre-Arrival
Prepares every arrival: time, preferences and online check-in.
Operations
2Ops Dispatch
Opens, assigns and follows every incident until it is closed.
Housekeeping Planner
Plans housekeeping around departures, arrivals and requests.
Finance and administration
2Night Audit
Closes the day: charges, cash, occupancy and report.
Finance Ops
Reconciles the bank, books invoices and chases payments.
Reputation
1Reputation
Answers every review and turns repeated complaints into tasks.
01 / 06 · Reservations and revenue
Every enquiry, turned into a direct booking.
Reservations Desk, Revenue Watch and Direct Booking reply in the guest’s language, offer what the hotel wants to sell and keep watch on parity with the OTAs.
- Reservations DeskReservations and revenue
- Revenue WatchReservations and revenue
- Direct BookingReservations and revenue
Reservations Desk21:17
Direct booking · Superior with terrace
14 to 16 Oct · 2 nights · 380 €
Revenue Watch11:30
Parity alert
Double, 14 Oct: 149 € on an OTA, 162 € on the website. Revenue Watch proposes the fix.
- 01
Availability on every channel
Replies on WhatsApp, email and phone in the guest’s language, with rates and availability read from the PMS.
- 02
Upgrades and extras
Offers the superior room, breakfast or a late check-out at the moment the guest decides.
- 03
From OTA to direct
Offers guests who booked through an OTA their next stay direct, at the website rate.
- 04
Parity alerts
Compares published rates every hour and flags when an OTA sells below the website.
02 / 06 · Groups and events
Group quotes in a matter of hours.
Groups & Events reads every request that reaches the events inbox, checks allotments and meeting rooms and prepares the quote with rooms and F&B. Your team reviews it before it goes out, or the worker sends it if you decide so.
- Groups & EventsGroups and events
RFP · Cardiology congress, March
Email from an events agency
received at 08:14
- 12 to 14 March · 2 nights
- 85 people
- 60 doubles for single use
- Plenary for 90, theatre style
- 2 coffee breaks a day and dinner on the 13th
- Up to 38,000 €, VAT not included
Groups & EventsExtracted
- Dates
- 12 to 14 March · 2 nights
- Attendees
- 85 people
- Rooms
- 60 doubles for single use
- Meeting room
- Plenary for 90, theatre style
- F&B
- 2 coffee breaks a day and dinner on the 13th
- Budget
- Up to 38,000 €, VAT not included
- 01
Reads the request
Extracts dates, attendees, rooms, meeting spaces and menus from an email or an RFP in PDF.
- 02
Allotments and availability
Checks availability in the PMS and proposes a room block with a release date.
- 03
The quote
Builds the proposal with rooms, meeting room, coffee breaks and dinner, at the hotel’s group rates.
- 04
Through to the contract
Follows up, adjusts the numbers, sends the contract and asks for the rooming list before the deadline.
03 / 06 · Guests
The concierge who answers at three in the morning.
Guest Concierge and Pre-Arrival look after guests before and during the stay, in their language and with what the hotel knows about itself. When a case needs a person, they pass it to reception with the full context.
Working here
- Guest Concierge
- Pre-Arrival
Guest Concierge
02:58 · 305 · FR
Bonsoir, pouvez-vous nous réserver un taxi pour l’aéroport à 5 h ?
Reply: Bien sûr. Le taxi vous attend à 5 h devant l’entrée, et un petit-déjeuner à emporter sera prêt à la réception.
01
Before arrival
Asks for arrival time and preferences, sends the online check-in and tells reception what has changed.
02
During the stay
Towels, a restaurant table, a taxi at five: the guest asks in their language and it reaches whoever has to do it.
03
With what the hotel knows
Recommends from the hotel’s own knowledge: opening hours, the menu, nearby beaches, the late-night pharmacy.
04
Reception, when it matters
A complaint, a VIP guest or an out-of-policy request goes to reception with the conversation and the context.
04 / 06 · Operations
An incident, solved before the complaint.
Ops Dispatch and Housekeeping Planner coordinate maintenance, housekeeping and suppliers over WhatsApp or Slack. Every incident has an owner, a priority and a closing time.
- Ops DispatchOperations
- Housekeeping PlannerOperations
Floors 3 and 4, this morning
- Room 401: Occupied
- Room 402: Ready
- Room 403: Occupied
- Room 404: Ready
- Room 405: Occupied
- Room 406: Occupied
- Room 407: Dirty
- Room 408: Occupied
- Room 409: Dirty
- Room 410: Occupied
401–420
- Room 411: Occupied
- Room 412: Incident
- Room 413: Occupied
- Room 414: Ready
- Room 415: Dirty
- Room 416: Occupied
- Room 417: Occupied
- Room 418: Dirty
- Room 419: Occupied
- Room 420: Occupied
- Room 301: Occupied
- Room 302: Occupied
- Room 303: Ready
- Room 304: Ready
- Room 305: Ready
- Room 306: Occupied
- Room 307: Ready
- Room 308: Occupied
- Room 309: Ready
- Room 310: Ready
301–320
- Room 311: Dirty
- Room 312: Occupied
- Room 313: Occupied
- Room 314: Dirty
- Room 315: Ready
- Room 316: Occupied
- Room 317: Ready
- Room 318: Ready
- Room 319: Occupied
- Room 320: Occupied
- Dirty
- In progress
- Occupied
- Incident
- Ready
Operations
- 08:30Done
Today’s plan: 13 departures and 16 arrivals on floors 3 and 4.
Housekeeping Planner
- 09:10Done
Rooms 303, 305 and 318 first: guests arrive before 13:00.
Housekeeping Planner
- 10:05Running
412: the air conditioning isn’t cooling. Technician assigned, high priority.
Ops Dispatch
- 11:40Done
303 ready. Pre-Arrival tells the guest on WhatsApp.
Housekeeping Planner
- 12:15Done
Laundry confirms the 14:00 delivery: 180 sets of sheets.
Ops Dispatch
- 01
Incidents by priority
The guest’s report reaches maintenance with the room, the priority and a photo, and is followed until it is closed.
- 02
Housekeeping plan
Assigns rooms to housekeepers by departures, early arrivals and special requests.
- 03
Lost and found
Logs what turns up in the room, finds the guest and arranges the shipment.
- 04
Suppliers
Orders from laundry and food suppliers, confirms each delivery and chases what is missing.
05 / 06 · Finance and administration
Reconciliation, closed every night.
Night Audit and Finance Ops cross-check PMS, card terminal, cash, bank and accounting every night. What matches is reconciled; what doesn’t reaches finance with the explanation.
- Night AuditFinance and administration
- Finance OpsFinance and administration
66 / 68
Lines reconciled tonight
€23,418.60
Amount reconciled
Card terminal and PMS
- Room 204€186.40
- Room 311€92.00
- Restaurant€57.30
- Room 118€348.75
Sum€684.45
Bank statement
Card terminal deposit, batch of the 14th
€684.45
Balanced, four to one.
Exceptions
Card chargeback, room 214
−€120.00The bank reverses a disputed charge. It goes to finance with the booking and the folio.
Agency transfer with no reference
€1,180.00Adds up to two open group invoices. Proposes the match and waits for approval.
- 01
Night audit
Closes the day in the PMS: room charges, cash, occupancy and the report for management.
- 02
Bank reconciliation
Matches card-terminal batches to bank lines, including when four charges arrive as a single deposit.
- 03
Supplier invoices
Reads each invoice, checks it against the order and the delivery note and books it in accounting.
- 04
Collections from companies and agencies
Sends credit invoices, reminds of due dates and flags what is still unpaid.
06 / 06 · Reputation
Every review, in the house’s own voice.
Reputation replies in the reviewer’s language, in the voice the hotel has defined, and turns what keeps coming up into tasks for operations.
- ReputationReputation
Reputation
Merci Sophie pour votre retour. Nous sommes heureux que la terrasse et l’équipe vous aient plu. Pour la climatisation, vous avez raison : notre technicien l’a révisée le lendemain de votre arrivée. Au plaisir de vous accueillir à nouveau.
- 01
A reply in their language
Answers every review in the guest’s language, with the tone and limits the hotel sets.
- 02
Topics that repeat
Groups mentions by topic: noise, breakfast, wifi, cleaning, air conditioning.
- 03
A heads-up to operations
If a complaint shows up three times in a week, it opens a task for the person in charge, with the reviews linked.
- 04
The happy guest’s review
After a stay with no incidents, it asks for a review at the moment and on the channel the guest uses.
An exception
A breakdown in room 412 at 23:10, with the guest inside.
Five AI workers and one duty manager. Six minutes from the message to the new room, with a single human approval and without waking the general manager.
Trigger
23:10
The air conditioning in room 412 stops working
- Message
- Action
- Approval
23:10
23:10Guest Concierge· Message
Marta writes on WhatsApp from 412: the air conditioning isn’t cooling and the room is at 29 degrees.
23:11
23:11Ops Dispatch· Action
Opens the incident with high priority and alerts the night maintenance technician on WhatsApp.
23:13
23:13Reservations Desk· Action
Finds 508, a junior suite free tonight, and holds it in the PMS.
23:15
23:15Laura · Duty manager· Approval
Approves the move with an upgrade from her phone, at no charge to the guest.
Approved by Laura
23:16
23:16Guest Concierge· Message
Confirms the move to 508 with Marta. A colleague from reception brings up the key.
23:40
23:40Night Audit· Action
Records the upgrade on the folio as a courtesy, with the reason and who approved it.
09:30
09:30Reputation· Message
At 09:30 it asks Marta how she slept and closes the incident with the technician’s report.
A day at the hotel
The hotel runs around the clock. So do its AI workers.
From the 06:40 audit to the 02:30 phone booking. An ordinary day, with what each AI worker does and when.
- 06:40Night Audit
Night audit closed: cash balanced, charges checked and the report in management’s inbox.
- 07:15Chief of Staff
WhatsApp briefing to the general manager: 91 % occupancy, 38 arrivals, one group and one open incident.
- 09:02Groups & Events
Quote for the March congress sent to the agency: 60 rooms, meeting room and dinner.
- 10:40Direct Booking
One guest in three leaves the booking at the payment step. Proposes the final price on the first screen; management approves the test.
- 11:30Revenue Watch
An OTA sells the double at 149 € and the website at 162 €. Revenue is alerted with the proposed fix.
- 14:10Pre-Arrival
27 online check-ins completed. Reception hands over keys without asking for documents.
- 16:45Reputation
A review in French, answered in French, in the house’s voice.
- 19:20Guest Concierge
Offers a terrace table to guests with no dinner plans: 14 more covers.
- 23:10Ops Dispatch
Breakdown in 412: incident opened, move approved and the guest in 508.
- 02:30Reservations Desk
A call in the small hours: a two-night booking by phone, paid by link.
Scope
Every figure is work done.
A 140-room city hotel with all thirteen AI workers running, from the first enquiry to each night’s close.
81%
of guest replies, with no human intervention
Enquiries, requests and changes handled end to end.
- 3 h
to send a group quote
Before, two days between the request and the proposal.
- 97%
of bank lines, reconciled on their own
The rest reaches finance with an explanation of why it doesn’t match.
- 100%
of reviews, answered
In the reviewer’s language and in the hotel’s voice.
Enterprise
Every action, in view. Every decision, with a reason.
Every step an AI worker takes is logged. Your team sees what they do, why they do it and with which permissions, and can change it at any time.
01
Visible
Every message, call and change goes into a log with author, time and outcome.
02
Explainable
Every decision carries its reason: which data the worker read and which rule it applied.
03
Isolated data
Data in the EU, isolated per client and encrypted. Access with two-step verification.
Security04
Governable
You decide, channel by channel, what each worker does on its own, what needs approval and what it never touches.
GovernanceFAQ
What management asks before they start.
PMS, languages, complaints, phone and data.
- Does it work with our PMS, channel manager and OTAs?
- Yes. AI workers operate your PMS, channel manager and OTAs, connected directly or through the browser, with the permissions you define. If a system doesn’t support a direct connection, they work in its web interface the way your team would. Every action is logged with an author, a timestamp and a reason.
- Which languages do they speak with guests?
- The guest’s: French, English, German, Italian, Portuguese and the others your hotel receives. Your team reads every conversation translated into its own language and can step in at any moment.
- What happens with a complaint, or when a person is needed?
- You decide, channel by channel, what they handle on their own, what needs approval and what always goes to a person. Complaints, VIP guests and compensation can go straight to reception or to whoever is on duty, with the conversation and the context. Approvals are given from WhatsApp or from the Oquarto inbox.
- Can they answer the phone?
- Yes. A voice line handles bookings, changes and questions at any hour, says it is an AI at the start of the call and transfers to reception when the guest asks or the case calls for it. The conversation is transcribed on the guest’s profile.
- Where is guest data stored?
- In the European Union, isolated per account and encrypted in transit and at rest. Each AI worker only accesses what its permissions allow, and model providers do not use the data for training, under their business terms. The details are on the security page.
Other sectors
One system, shaped to each sector.
The processes change from one sector to the next. The operating system underneath stays the same.
