A voice concierge for a group of boutique hotels
A voice and chat concierge that books tables, answers questions and speaks eleven languages.
The challenge
Halcyon runs five boutique hotels with small front-desk teams. Guests call or message at all hours for the same things: restaurant bookings, late checkout, directions, the Wi-Fi password. Staff were stretched, and international guests often struggled to get answers in their language.
What we did
One team from scope to launch. The stack behind it:
A concierge, not a menu
Guests talk or type naturally, by phone, in the app or over messaging. The concierge understands the request, answers from each hotel’s own guide and confirms before it books anything.
Connected to the real systems
It checks table availability, requests late checkout and opens housekeeping tickets through the hotels’ existing systems, with staff approval where needed.
Knows when to step aside
Complaints, anything involving payment and any sign of frustration go straight to a person, with the conversation so far attached.
The outcome
The concierge went live across all five hotels in nine weeks and now handles the majority of routine requests. Front-desk staff spend more of their time with guests in person.
“Guests talk to it like they would to the front desk. Our staff get the conversations that need a person.”
Director of Guest ExperienceHalcyon
Have something in mind?
Tell us where you are. We reply within one business day with next steps and an honest read on scope.