Email triage for hotels and restaurants
An establishment’s inbox mixes bulk OTA confirmations, booking requests, groups, supplier invoices and reviews to handle. The agent sorts this flow continuously, handles the repetitive and surfaces what deserves reception or management.
In your day-to-day
- 01
Detection of booking and modification requests drowned among the OTAs’ automatic notifications.
- 02
Routing of supplier invoices to accounting, allocated to the right outlet.
- 03
Group, seminar and press enquiries passed to management with the context extracted.
A typical scenario
The shared inbox of a 70-room city hotel takes 200 emails a day — 120 of them automatic platform notifications burying the real guest messages.
- 01
OTA confirmations that require no action are filed straight away; what remains is a readable flow.
- 02
A post-stay request for an invoice in the company’s name: answered with the document, allocated to the right file, without going through reception.
- 03
An unhappy guest’s message sent at 11 PM is flagged to the manager before opening — the phone call goes out before the online review does.
What changes
Reception opens an already-sorted inbox every morning, and anything touching reputation surfaces first instead of being discovered three days later.
Order of magnitude
Working assumptions
- →200 emails a day
- →about 1 minute of reading and filing per message, spread across the team
Over 3 hours of inbox handling a day — in the order of fifteen hours a week — absorbed continuously, nights included.
Indicative estimate built on average sector assumptions — it gets recalibrated on your actual volumes during scoping.
What eats your days
- →
Booking requests arrive during service — by the time you reply, the guest booked elsewhere, often through an OTA that takes its commission.
- →
Guest reviews pile up unanswered, and an ignored negative review works against you for months.
- →
No-shows and unpaid group invoices get handled “when there is time” — which in season means never.
How it works
- 1
Measure before sorting
We start by measuring the real flow: who writes, about what, what actually needs action. Sorting rules are built on that data — not on impressions.
- 2
Sort, extract, route
The agent classifies each message, extracts the useful data (references, amounts, deadlines) into your tools, and routes to the right person. Urgent items are flagged within minutes.
- 3
Answer the recurring
Acknowledgements, document requests, standard questions: the agent replies on its own within the approved fence. The rest lands pre-qualified in your team’s queue.
Typical results
95%
of messages classified and routed with no human involved
4 min
between an urgent message arriving and being flagged
0
client requests lost in the pile
Orders of magnitude observed in production; your diagnostic sets your own baseline and targets.
Frequently asked questions
The inbox is saturated with platform notifications — can the agent cope?+
It is a textbook case: it tells the automatic notification that needs nothing from the guest message awaiting a reply, extracts booking references and files the rest — the inbox becomes readable again.
Can it answer some messages on its own?+
Yes, within the approved fence: confirmations, practical questions, document requests. The rest lands pre-qualified with the right person, with the booking history already retrieved.
Is this the problem eating your team’s time?
Tell us how you work today — 30-minute call, then a free written diagnostic of what this agent would change for you, with numbers.
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