The calls your hotel
never answers
Three voice agents answer instantly, around the clock, and hand the call to your team only when a person is needed. Guest information, room service orders, and service requests.
Four points where a hotel call is lost
Night
When the front desk is unstaffed, the phone rings and no one picks up. A guest who wanted a towel, a caller checking the check-in time, a booking that never closed. None of these calls show up in any report.
Peak at the desk
At busy hours the clerk is with the guest standing in front of them. The phone waits, the caller hangs up. Whoever hangs up does not call again.
Room service
An order from the room depends on someone being free to answer and to write it down correctly. At busy hours the order is delayed, and sometimes it never happens.
Service requests
A guest reports a fault in the room. The request is passed on verbally, with no record and no reference number. There is nothing to track, and no way to know how long it took.
The three agents
General information in real time
Answers guest and caller questions from a live hotel knowledge base: opening hours, facilities, policies, directions and parking, service availability. The information updates without changing any script.
Room service orders
Room service end to end: item recognition, extras, preparation notes, room number, order confirmation and dispatch to the kitchen.
Opening service requests
Takes the request from the room or from outside, records it, classifies it and routes it to the responsible department, with a reference number given to the guest.
What they are not
The agents do not replace the front desk. They take the calls that never reach it, and hand a call over the moment a person is needed.
This is how it sounds
A recorded call with a hotel agent, unedited.
Four questions worth asking before you talk to us
- Which hours is the front desk unstaffed, and what happens to calls then?
- What is the call volume at peak hours, and at night separately?
- How many staff handle the phone today, and on which shifts?
- Which calls go unanswered today, and what happens to them?
Your answers are the numbers. We do not bring numbers of our own.
What you get
- Instant answer at any hour, including nights and weekends.
- Multiple calls in parallel, with no queue and no hold time.
- Fluent English, additional languages defined during scoping.
- Immediate hand-off to a person on a complex call. No guest is left without an answer.
- A record, a transcript and a summary for every call.
- Information and menu updates with no script change and no further development.
How it works with Forward
Scoping
Questionnaire and material collection.
First agent live
Within 30 days of scoping start.
The two other agents
Within a further 60 days.
If anything fails, calls fall back to the hotel’s normal answering. The hotel is never left without phone coverage.
Questions and answers
What happens when the voice agent cannot answer?
On a complex call the agent hands over immediately to a hotel representative. No guest is left without an answer.
What happens if the system fails?
If the system fails, calls fall back to the hotel’s normal answering. The hotel is never left without phone coverage.
How long until the first agent answers calls?
The first agent goes live within 30 days of scoping start. The two other agents go live within a further 60 days.
Which languages does the voice agent speak?
The agent answers in fluent English. Additional languages are defined during scoping.
What does the intro call cover?
The intro call takes 20 minutes. We listen to what happens on your phone today and tell you whether this fits your hotel.
A 20 minute intro call
We listen to what happens on your phone today, and tell you whether this fits.
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