Trusted by Nordic hotels
The Challenge Hotels Face
Hotel front desks are drowning in repetitive phone calls. Guests call to ask about WiFi passwords, parking information, check-out times, restaurant hours, and dozens of other questions that could be answered instantly without human intervention. Industry research shows that up to 60% of front desk staff time is spent answering these routine inquiries—time that could be dedicated to welcoming guests, resolving complex issues, and creating memorable experiences. The problem compounds during peak periods when call volumes spike and hold times frustrate guests before they even arrive. Meanwhile, staff juggle ringing phones while trying to serve guests standing right in front of them. This creates a lose-lose situation: phone callers wait, in-person guests feel rushed, and staff burn out from constant interruption. The cost extends beyond staff time—slow phone response directly impacts booking conversion and guest satisfaction scores.
The Scale of the Problem
60% of front desk time
Spent answering routine, repetitive phone inquiries
Hospitality industry research
3-5 minutes average
Hold time during peak periods frustrating callers
Hotel operations data
23% of callers
Abandon calls that could have been bookings
Call center analytics
15+ interruptions/hour
Staff disruptions from phone calls during busy periods
How Opally Helps
Opally's AI Voice and Chatbot solutions work together to intercept and resolve routine inquiries before they reach your front desk. The AI Voice assistant answers calls with natural, conversational responses—providing WiFi codes, directions, amenity hours, and policy information instantly. For guests who prefer text, the chatbot handles the same inquiries via website, WhatsApp, or SMS. Both channels learn your property's specific details and policies, ensuring accurate answers every time. When calls do require human attention—complex bookings, complaints, or special requests—the AI seamlessly transfers to staff with full context. The result: your team answers fewer calls, each call they do take actually needs their expertise, and guests get faster answers regardless of channel.
Relevant Features
AI Voice Assistant
Natural-sounding phone AI that answers calls 24/7 with property-specific information.
Intercepts routine calls before they reach staff, handling the majority of inquiries automatically.
Intelligent Call Routing
AI identifies call intent and routes to the right department or resolves directly.
Ensures staff only receive calls that truly need human judgment, not routine questions.
Omnichannel Deflection
Guides callers to faster self-service options via chat or SMS when appropriate.
Shifts volume from phone to more efficient digital channels without frustrating guests.
Real-Time Information Access
AI pulls live data from your PMS for accurate availability, rates, and guest details.
Enables AI to answer booking questions accurately, reducing callback needs.
Contextual Handoff
When transfer is needed, staff receive full conversation history and caller intent.
Eliminates guests repeating themselves, making necessary calls faster to resolve.
How to Get Started
Property Knowledge Setup
Configure AI with your property details, policies, FAQs, and common inquiry responses.
Phone System Integration
Connect AI Voice to your existing phone lines with simple call forwarding or SIP integration.
Channel Deployment
Deploy chatbot on website, WhatsApp, and SMS for guests preferring text communication.
Staff Training
Brief team on handling escalated calls and monitoring AI performance dashboard.
Optimization
Review call analytics to identify new FAQ patterns and continuously improve AI responses.
Expected Results
Dramatic Call Reduction
AI resolves routine inquiries without staff involvement.
50-70% fewer calls reaching front desk
Faster Guest Answers
No hold times for common questions—instant AI response.
Under 10 seconds average response
Improved Staff Focus
Team dedicates attention to guests present and complex needs.
15+ hours reclaimed weekly
Higher Satisfaction Scores
Quick answers and attentive in-person service improve reviews.
Measurable NPS improvement
Increased Booking Conversion
Faster responses to availability inquiries capture more reservations.
Up to 25% more phone-to-booking conversion
“With Opally, our receptionists save 12 hours per week on emails. I'm so happy that every hour my receptionists save on writing emails - they can instead spend talking to, having fun with and providing presence to the guests.”
Hotel Types Most Affected
Frequently Asked Questions
Will guests be frustrated talking to an AI instead of a person?
Most guests actually prefer getting instant answers. Our AI sounds natural and conversational, and for those who want a human, it transfers seamlessly without long holds.
How does the AI know our specific property information?
During setup, you configure the AI with your property details, policies, and FAQs. It learns your WiFi passwords, parking rates, amenity hours, and everything guests commonly ask.
What happens with complex calls the AI cannot handle?
The AI recognizes when human expertise is needed and transfers to staff with full context—the caller never has to repeat themselves.
Can we still see what calls the AI is handling?
Yes, the dashboard shows all AI interactions, call outcomes, and analytics so you can monitor performance and identify training opportunities.