Industries · Hotels & resorts
Requests answeredbefore the guesthas to ask twice.
We build hotel operations systems that sit alongside your PMS and connect guest requests, housekeeping, engineering, groups, events and department handovers — so every team works from the same live picture of the hotel.
- Guest requests
- Housekeeping boards
- Engineering & PPM
- Groups & events
- Shift handovers
- Guest messaging
- Daily operations reports
01Where hotels lose the guest
The PMS knows who's staying. Nobody knows what they asked for.
Most hotels have a solid property management system. What happens between departments — the requests, the handovers, the follow-ups — still runs on radios, phone calls and paper logbooks.
01Guest requests travel by radio and get lost on the way
What happens
A guest asks the front desk for extra towels and a late checkout. The request is radioed to housekeeping, written on a notepad, and the late checkout lives on a sticky note.
What it costs
Guests chasing the same request twice, no record of who handled it or how long it took, and complaints that surface only in reviews.
With one system
Every request logged once — from the desk, phone, WhatsApp or the room — routed to the right department with a timer, an owner and a confirmation back to the guest.
02Housekeeping status is always ten minutes behind
What happens
Room attendants report finished rooms by radio or a paper sheet; the front desk calls the floor to check which rooms are clean and inspected.
What it costs
Early arrivals waiting in the lobby, rooms released before inspection, and supervisors spending the morning on the phone.
With one system
A live housekeeping board — dirty, in progress, clean, inspected — updated from the attendant's phone and visible to the front desk the moment a room is ready.
03Maintenance faults are reported but not closed
What happens
A dripping tap or a faulty AC is logged in the engineering book, if anyone remembers. PPM schedules for chillers, pumps and lifts live in a separate spreadsheet.
What it costs
Rooms taken out of order longer than needed, repeat faults in the same room, and planned maintenance that slips until something breaks.
With one system
Work orders raised from any department, with room, photos and priority, tracked to completion — and PPM schedules in the same system so engineering sees one list.
04Groups and events are planned in email threads
What happens
Room blocks, rooming lists, meeting room setups, F&B orders and special requests for a group arrive across dozens of emails and attachments.
What it costs
Departments working from different versions of the event order, missed dietary requirements and last-minute changes that don't reach the banquet team.
With one system
Each group or event as one live record — rooming list, function sheets, F&B orders, timings and changes — shared with every department that needs it.
05Shift handovers depend on the logbook
What happens
Night shift writes notes in a logbook at the front desk; morning shift skims it. VIP arrivals, complaints in progress and broken items are mentioned once.
What it costs
Promises made to guests that the next shift never hears about, and the same issue handled twice or not at all.
With one system
Digital handovers by department with open items carried forward until they're closed, and VIP and complaint follow-ups visible to every shift.
06Management reports are assembled every morning by hand
What happens
Occupancy comes from the PMS, request times from nobody, out-of-order rooms from engineering's spreadsheet, and complaints from emails — combined into a daily report.
What it costs
A report that's out of date when it's read, and no view of service performance by department or floor.
With one system
A daily operations view combining PMS figures with requests, housekeeping, maintenance and guest feedback — ready before the morning meeting.
02Hotel platform preview
What your hotel system could look like.
Switch between the screens a front office, housekeeping supervisor, chief engineer, events team and general manager would use every day. Every view is designed per property in discovery.
Illustrative interface with sample data — your system is designed around your property, departments and PMS.
Illustrative demo · sample dataCan you picture your own departments working on it?
Build your hotel system03Solutions
The parts of a hotel system — chosen for your property.
Every request owned and closed
Guest request management
Requests from the desk, phone, WhatsApp, QR codes in rooms or the guest app routed to the right department with targets, owners and a confirmation back to the guest.
- Routing by request type
- Targets and escalation
- Guest confirmation messages
- Request history per room and guest
Every request owned and closed
Guest request management
Requests from the desk, phone, WhatsApp, QR codes in rooms or the guest app routed to the right department with targets, owners and a confirmation back to the guest.
- Routing by request type
- Targets and escalation
- Guest confirmation messages
- Request history per room and guest
Not every hotel needs every module. We scope the ones your operation actually uses, and add the rest when you need them.
04AI inside the system
AI that keeps every department working from the same page.
AI in a hotel system works on your own requests, room status, work orders, event records and guest messages. It routes, summarises and drafts — your teams decide and confirm.
AI here supports operations and communication. Guest-facing messages follow approved wording or are approved by staff, compensation and rate decisions stay with managers, and changes to reservations happen in your PMS. Access follows each user's role and property.
- 01
Request triage from messages
A guest writes on WhatsApp: "The AC is loud and can we get breakfast in the room tomorrow at 7?"Splits the message into two requests — an engineering job for the AC and an in-room dining order for 07:00 — routes each to the right team and drafts a reply to the guest confirming both, for the front office to send.
- 02
Shift handover summaries
What does the morning team need to know from last night?Summarises the night logbook: open complaints, VIPs arriving today, rooms out of order and anything promised to guests — with each item linked to its record.
- 03
Room readiness planning
How do we get early arrivals into rooms fastest?Matches early arrivals with departures and attendant progress, suggests which rooms to prioritise and flags guests who will need a lounge or pool offer.
- 04
Event order changes
Events manager approvesApply the client's latest email to the wedding.Reads the email, lists the changes it contains against the current event order and drafts an updated version for the events manager to approve before it goes to departments.
- 05
Feedback themes
What are guests complaining about this month?Groups survey responses and review comments into themes by department, with examples and the stays they came from, so department heads see specifics instead of averages.
- 06
Guest replies in their language
Approved wordingReply to this guest message in Arabic.Drafts a reply in the guest's language based on your approved wording and the details of their stay, for staff to review and send.
05A day with ORCHESTR
One full-house Thursday, two ways.
- 06:45Handover with open itemsThe morning team opens a summary of open complaints, VIP arrivals and out-of-order rooms, each with an owner.
- 09:30Room status liveThe front desk sees rooms turn clean and inspected in real time and assigns early arrivals as they become ready.
- 11:15Repeat fault flaggedThe work order shows the room's history, the job is marked urgent and the duty manager follows up with the guest.
- 13:00Changes reach every teamThe approved update for 160 guests and the new dietary list are already on the banquet and kitchen screens.
- 17:30Requests follow the shiftOpen requests carry over to the evening team with their timers, and the guest gets a confirmation when the cot arrives.
- 22:00Recovery while they're hereAn in-stay survey flags the issue, a recovery case is opened and the duty manager speaks to the guest the same evening.
- 08:00Report ready for the meetingOccupancy, request times, out-of-order rooms, events and feedback are on one screen before the morning meeting.
An illustrative day — every system is designed around how your team actually works.
06Integrations
Works with what your hotel already uses.
Integrations depend on what each provider exposes — we confirm every connection in scoping before committing to it. Names are examples of categories we work with, not partnerships.
- Property management
- Your existing PMS (via API or interface, where available)Reservation and room status dataGroup block exports
- Guest messaging
- WhatsApp Business APISMS gatewaysEmailIn-room QR request forms
- Events & sales
- Sales and catering tools (via API or export)Calendar tools (Google / Microsoft 365)
- Engineering
- Building management system exports (where available)Contractor reports and certificates
- Feedback
- Guest survey toolsReview platforms (where available)
- Finance & data
- Accounting systems (via API or export)SpreadsheetsBI tools
07How we build your system
Built around your hotel — not a template.
- 01
Understand your business
We learn how the business actually runs — people, tools, hand-offs and where time is lost — before proposing anything. - 02
Map your workflows
Every workflow is mapped end to end: who does what, when, with which information, and what should happen automatically. - 03
Design your system
Screens, records, permissions and integrations are designed around those workflows, and the scope is agreed in writing. - 04
Build and integrate
We build in stages and connect the tools you keep, so your team sees working software early and gives feedback as we go. - 05
Test and launch
We test with real scenarios, migrate the agreed data, set up roles and access, and onboard the team. - 06
Support and improve
After launch we support the system under an agreed arrangement and extend it as the business changes.
08Why it matters
What changes for the hotel.
We don't quote savings we haven't measured. In discovery we baseline how your team works today, so improvements can be tracked against your own numbers.
Guests ask once
Requests reach the right department the first time and are confirmed back to the guest.Rooms ready sooner
The front desk sees cleaning and inspection status as it happens.Fewer repeat faults
Engineering sees each room's history and keeps planned maintenance on schedule.Events without version confusion
Every department works from the same live event record.Handovers that hold
Open items and promises to guests carry across shifts until they're closed.Service measured, not guessed
Request times, feedback and maintenance trends by department and floor.
09Possible use cases
How different hotels could use it.
Examples of what we could build — not completed client projects.
Off the radio and the logbook
Guest requests, housekeeping status and digital handovers for a 150 to 250-room hotel that relies on radios, phone calls and a paper logbook today.
A large property, one picture
Requests across rooms, villas, pools and beach, engineering with PPM for plant and pools, and event records for weddings and groups.
Longer stays, more requests
Maintenance-heavy requests, housekeeping schedules for long stays and guest messaging for residents staying weeks or months.
Standards across properties
Shared request types, checklists and reporting across several hotels, with each property running its own departments and a group view on top.
FAQs
Hotel questions, answered.
Hospitality & events
01Does this replace our PMS?
No. Your PMS stays the system of record for reservations, rates and folios. We build the operational layer around it — requests, housekeeping, engineering, events and reporting — and connect to the PMS where its interfaces allow.
02Which PMS can it connect to?
It depends on what your PMS exposes. Many offer an API or an interface for room status and reservation data; others offer scheduled exports. We confirm what's possible with your PMS and vendor during scoping before committing to any connection.
03Can guests send requests on WhatsApp?
Yes, through the WhatsApp Business API, which requires your business account to be approved by Meta. Guests can also use QR codes in rooms or a web form. Every request goes into the same queue with the room number attached.
04How do housekeeping staff use it?
Attendants use a simple phone screen with their room list, status buttons and checklists, in the languages your team needs. Supervisors see their floors and inspections, and the front desk sees status as it changes.
05Will the AI talk to guests directly?
Only within the limits you set — for example, confirming that a request has been received. Anything involving compensation, rates, reservation changes or sensitive complaints goes to staff, and replies follow your approved wording.
06Can it handle weddings, conferences and groups?
Yes. Each group or event has one record with rooming lists, function sheets, F&B orders and a change log, so banquets, kitchen, housekeeping and front office all see the same version.
07How is guest data protected?
Access is role-based and enforced on the server, by department and property. Guest data stays limited to what each team needs. Hosting location and retention are agreed in scoping with your IT or compliance lead where you have one.
08Can it work for several hotels?
Yes. Each property can have its own departments, request types and settings, with shared standards and a group-level view for regional or corporate teams.
09How is a hotel system priced?
We quote after a discovery call, based on the modules, number of rooms and properties, and the PMS and other integrations involved. Support and hosting are agreed in writing.
Start here
Let's mapyour hotel.
Tell us how requests, rooms, maintenance and events move through your hotel today. We'll come back with how one system could connect your departments.
- 01We get back to you to arrange a call.
- 02A focused conversation about how your hotel runs today.
- 03If there's a fit, a written scope and quote — no obligation.