The Future of the Hotel Receptionist

The shift from typing to hospitality

For decades, the hotel receptionist role has been defined by screens and keyboards. Answering emails, updating booking systems, processing payments, typing confirmation letters—administrative tasks that pull attention away from the guests standing at the desk.

But a fundamental shift is underway. AI agents are taking over the repetitive typing and data entry, transforming the receptionist role from administrative coordinator to hospitality professional. The future receptionist spends less time staring at screens and more time creating memorable moments for guests.

This isn't about replacing receptionists—it's about elevating their role. When AI handles the tedious tasks, staff can focus on what humans do best: reading emotions, anticipating needs, solving complex problems, and delivering the warm, personal service that guests remember.

• Traditional receptionist: 60-70% of time on administrative tasks, 30-40% on guest interaction.
• Future receptionist: 20-30% reviewing AI work, 70-80% on guest interaction and hospitality.
• AI handles: email drafts, booking confirmations, availability checks, policy inquiries, routine updates.
• Humans excel at: emotional intelligence, complex problem-solving, upselling, creating memorable moments.

Review, don't write: The new workflow

The most significant change in the receptionist workflow is the shift from writing to reviewing. Instead of composing every email from scratch, receptionists now review AI-generated drafts that are already personalized with guest names, booking details, and property-specific information.

This review-based workflow is faster and more consistent. A task that previously took 5-10 minutes—looking up booking details, checking policies, composing a response—now takes 20-30 seconds to review and approve. The AI does the heavy lifting; the human provides the quality control.

Importantly, the receptionist remains in control. They can edit, adjust tone, add personal touches, or completely rewrite if needed. The AI is a capable assistant, not an autonomous replacement. This human-in-the-loop approach ensures quality while dramatically reducing workload.

• AI drafts are pre-filled with guest names, dates, room types, and relevant policies.
• Review time: 20-30 seconds vs. 5-10 minutes to write from scratch.
• One-click approval in Gmail or Outlook—no copy-pasting or tab switching.
• Full edit capability: adjust tone, add personal notes, or rewrite entirely.
• Consistent quality across all staff members and shifts.

Real examples: Hotel Maritime and Stammershalle Badehotel

This transformation isn't theoretical—it's happening now at hotels across Denmark. Two properties using Opally illustrate how the shift from typing to reviewing plays out in practice.

At Hotel Maritime in Copenhagen, the reception team handles a high volume of guest communications across email, phone, and chat. With Opally's Mews integration, AI agents automatically pull booking details, check availability, and draft responses that include accurate room information and policies. The team reports saving significant time on emails while maintaining their professional, welcoming tone.

Stammershalle Badehotel on Bornholm took a different approach, focusing heavily on the learning capabilities. Their AI assistant learned the hotel's distinctive voice—warm, personal, and reflective of their boutique seaside character. Staff found that after initial training, the AI drafts required minimal editing, allowing them to spend more time with guests enjoying the restaurant, spa, and coastal views.

Both properties share a common outcome: receptionists spending less time typing and more time creating the hospitality experiences that guests remember and review positively.

• Hotel Maritime: High-volume urban hotel using Mews integration for real-time booking data.
• Stammershalle Badehotel: Boutique property leveraging learning features for brand-consistent communication.
• Common result: 70% reduction in time spent on email responses.
• Staff feedback: Less stress, more job satisfaction, better guest interactions.

The power of PMS integration: Mews and beyond

The transformation from typing to reviewing is only possible with deep integration into property management systems. When AI agents can access real-time data from systems like Mews, they can draft responses that are accurate, complete, and ready for approval.

Opally's Mews integration enables AI agents to check current availability and rates, pull guest booking details and history, access reservation notes and special requests, and understand property-specific policies. This means the AI draft isn't generic—it's specific to that guest, that booking, and that property.

The integration is bidirectional. AI agents can not only read data but also update booking notes, log communications, and flag issues for staff attention. This creates a seamless workflow where the AI handles routine updates while staff focus on exceptions and guest-facing moments.

Beyond Mews, Opally integrates with other leading PMS platforms including BookVisit, SiteMinder, and SynXis, ensuring hotels can benefit regardless of their technology stack.

• Real-time availability: AI checks current room availability before drafting responses.
• Guest context: Access to booking history, preferences, and special requests.
• Accurate policies: Drafts reference correct cancellation terms, deposit requirements, and house rules.
• Bidirectional sync: AI can update booking notes and log communications.
• Multi-PMS support: Mews, BookVisit, SiteMinder, SynXis, and more.

Opally's AI suite: Email, chatbot, and voice

The shift from typing to reviewing extends across all guest communication channels. Opally provides a complete AI suite designed specifically for hotels:

The Email Assistant integrates directly into Gmail and Outlook, automatically generating drafts when new guest emails arrive. Staff review and send with one click—no copy-pasting or switching between systems. The AI learns from edits over time, improving draft quality continuously.

The Website Chatbot handles visitor questions 24/7, providing instant answers about availability, amenities, policies, and local recommendations. When connected to your PMS, it can show live rates and availability, converting browsers into bookers even when staff are busy with in-person guests.

The Voice Assistant answers common phone inquiries about check-in times, directions, breakfast hours, and more. It can take messages, forward urgent calls, and even handle basic booking inquiries—ensuring no call goes unanswered during peak times or after hours.

Together, these tools create a consistent guest experience across all channels while dramatically reducing the administrative burden on reception staff.

• Email Assistant: AI drafts in Gmail/Outlook, one-click review and send.
• Website Chatbot: 24/7 instant answers with live rates and availability.
• Voice Assistant: Handles common calls, takes messages, provides after-hours coverage.
• Unified knowledge: All channels share the same property information and policies.
• Learning system: AI improves from staff edits and feedback over time.

Why the human touch matters more than ever

Paradoxically, as AI handles more administrative tasks, the human touch becomes more valuable—not less. Guests don't remember efficient email responses; they remember the receptionist who noticed they looked tired and offered an early check-in, or who recommended the perfect restaurant for their anniversary dinner.

The future receptionist is a hospitality professional first. They greet guests warmly, read body language, anticipate needs, handle complaints with empathy, and create the small moments of delight that turn a stay into a memory. These are skills that AI cannot replicate.

By freeing receptionists from the keyboard, AI actually enables more human hospitality. Staff have the mental bandwidth to be fully present with guests instead of mentally composing their next email. They can take time for genuine conversations instead of rushing back to the inbox.

This is the true promise of AI in hospitality: not replacing human connection, but creating space for more of it.

• Emotional intelligence: Reading guest moods and responding appropriately.
• Problem-solving: Handling complex situations that require judgment and creativity.
• Upselling: Recommending upgrades, experiences, and add-ons at the right moment.
• Memory-making: Creating the small touches that guests mention in reviews.
• Crisis management: Handling complaints, emergencies, and unexpected situations.

Getting started: The path to transformation

The shift from typing to reviewing doesn't happen overnight, but it doesn't require a massive transformation project either. Most hotels can be up and running with AI-assisted guest communication in a single day.

The key is starting with a focused scope. Begin with email—it's where most hotels spend the most administrative time and where AI can deliver immediate, measurable results. Connect your email (Gmail or Outlook) and PMS, upload your key policies and FAQs, and let the AI start drafting.

From there, expand based on results. Add the website chatbot to handle after-hours inquiries. Enable the voice assistant for common phone questions. Each addition reduces administrative burden while maintaining the quality and consistency guests expect.

The hotels seeing the best results treat AI as a team member that needs onboarding. Invest time in the initial setup—uploading knowledge, refining tone settings, providing feedback on early drafts. This upfront investment pays dividends in draft quality and staff adoption.

• Day 1: Connect email and PMS, upload core policies and FAQs.
• Week 1: Review and refine AI drafts, provide feedback to improve quality.
• Week 2-4: Expand to chatbot and voice as email workflow stabilizes.
• Ongoing: AI learns from edits, continuously improving draft quality.
• Result: 70% time savings on guest communication within the first month.

Frequently asked questions