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Language: English
Demo

Solutions

Contact center for hotels, restaurants, and cafes

With CONTACT.WORK, a hotel or cafe stops losing bookings: guests can reserve a room or a table even when the front desk is busy with check-ins and the host is seating guests – the AI answers them. It checks open dates and tables in your reservation system and calls the guest the evening before to confirm. Your staff handle delivery orders, questions about the menu and parking, and guest reviews right next to regular calls.

Get a quotePricing
24/7booking intakeVoice and chat
APIto your booking systemOpen rooms and tables
1number for the whole chainEach caller to the right venue
$0license feesYou pay for support

Challenges

Where hotels and restaurants lose guests

The phone at rush hourThe host is seating guests, the call goes unanswered, and the booking goes to the place next door.
An empty tableA party of eight booked and never showed, and you already turned other guests away.
Late-night questionsGuests message at 2:00 AM, and there's one person on the night desk.
A review nobody answeredA guest complained on Google Maps, and someone noticed a week later.
Where's my order?The delivery is late, the customer keeps calling, and every agent is busy.
A guest who never came backThey had a great stay, but nobody reminded them about you – next time they picked another hotel.

Solution

What changes for your hotel or restaurant

Bookings

Bookings stay with you

The AI takes bookings by phone and by message: dates, party size, and requests like a crib or a table by the window. It checks availability in your reservation system through the API. If everything is taken, it offers the nearest open time or adds the guest to the waitlist.

  • Bookings via API
  • Guest requests
  • Nearest open slot

No-shows

Tables don't sit empty because guests forgot

The evening before, the AI calls the guest: is the booking still on? If plans have changed, the spot goes to the next guest on the waitlist. For banquets and large parties, you can ask for a deposit through a payment link.

  • Check the day before
  • Spot goes to the waitlist
  • Deposit for banquets

Front desk

Your front desk serves guests while others answer the phone

Your contact center and the AI answer calls for the hotel and the restaurant. A guest messaging from their room gets answers about breakfast, airport transfers, and late checkout, and a request for fresh towels goes straight to housekeeping. The whole chain has one number, and the IVR sends each guest to their hotel or restaurant.

  • Answers for guests
  • Requests to the right team
  • One shared number

Delivery

Customers hear about a late courier from you first

The AI takes delivery and pickup orders and later tells the customer where the courier is by order number. If a delivery is running late, the customer gets a message before they reach for the phone. Anyone who added dishes to their cart but didn't check out gets a reminder.

  • Order taking
  • Where's the courier
  • Delays flagged early

Reviews

Complaints on Google Maps get noticed right away

Your staff see what guests write about you in Google reviews alongside other inquiries, tagged with the venue. Thank-you notes get a quick reply, and the manager handles complaints with the guest's full history on screen. Review handling is built as a custom module for your venue.

  • Google reviews
  • Venue tag
  • Complaints to the manager

Examples

A room, a table, a delivery, a complaint

A typical day at a hotel or restaurant.

A family needs a room with a crib

The call comes in at 11:00 PM while the front desk is checking in a group. The AI lists the rooms open on Saturday and the rate with breakfast, notes the crib, and sends a confirmation.

  • Open rooms
  • Rate with breakfast
  • Confirmation
Example 1 of 4

Bookings, reminders, and call routing are set up to match your venue's rules.

Capabilities

Where a contact center helps hotels and restaurants

Bookings, orders, guest requests, and reviews.

Bookings

  • BookingDates, guests, and requests – all in one booking.
  • ReschedulingGuests change the date themselves, and the slot goes back on sale.
  • A few hours beforeA restaurant can send one more reminder 2-3 hours before the guest arrives.
  • Booking checkGuests get a call before the visit asking whether their plans have changed.
  • Waitlistcustomized for youA canceled table goes to the first guest on the waitlist.
  • BanquetsBanquet and corporate event requests go to a manager, budget included.
  • Groups from agenciesA travel agency or conference organizer needs rooms for a group – the manager sees the dates and head count in the record.
  • Spa and servicesThe AI books massages, sauna time, or bike rentals into open slots.

Inbound inquiries

  • InformationMenu, hours, parking, and cancellation policy.
  • Airport pickupAirport pickups or sightseeing trips: the AI records the time and address, and an administrator arranges the car.
  • OrdersDelivery or pickup – whatever the guest prefers.
  • ComplaintsEach complaint is assigned to a staff member, and the response is tracked so it isn't late.
  • Cancellations and refundsThe cancellation goes into your reservation system, and the guest gets the refund terms by message.
  • Multi-location chainsThe IVR sends callers to the right hotel or restaurant.
  • International guestsThe IVR and the AI switch to the guest's language.
  • Regular guestsRecognized by phone number, moved up in the queue, and greeted according to their status.
  • CallbackCouldn't get through in the evening? We call the guest back.
  • Overnight messagesA guest writes at night and gets an answer right away.
  • Holidays and high seasonNew Year's Eve, Valentine's Day, summer – the AI handles the simple questions.
  • Ad trackingcustomized for youEach ad channel gets its own number, so you know where calls come from.

Outbound calls

  • Before the courier leavesBefore the courier heads out, the AI confirms the address and delivery time.
  • Website inquiriesWant a banquet or a room? We call back within minutes.
  • Win-backGuests who haven't visited in a while and agreed to hear from you get a reason to come back.
  • The next tripAfter checkout, guests are invited to book a room for their next stay.
  • Slow hoursWhen the dining room is half empty in the afternoon, regulars who opted in are invited to come in at that time.
  • BirthdaysThe AI sends birthday wishes ahead of time and offers a discount on a party table.
  • Holiday eventsAhead of the holidays and office party season, guests are reminded they can book the venue.
  • Name on screenGuests see the venue's name on calls instead of an unknown number.
  • UpsellA transfer and dinner with the room, a birthday cake with the table.
  • Abandoned cartAdded dishes to the cart but didn't order? We send a reminder.
  • Post-visit ratingUnhappy guests go straight to the manager, and happy ones are invited to leave a Google review.

Messaging

  • Messaging appsA guest's messages are stored with their booking.
  • WebsiteQuestions about rooms and the menu, right from your website.
  • EmailEmails from companies and agencies don't get lost among calls and chats.
  • QR codeA code on the table or in the room: guests point their camera and send a message instead of calling the front desk.
  • Social mediaQuestions on the restaurant's social media pages get answered.
  • Google reviewscustomized for youThank-yous and complaints from Google Maps go to your staff.

Marketing and service

  • Food videoscustomized for youA guest comments "want" – the bot sends the menu and a booking link.
  • Giveawayscustomized for youDinner for two for sharing a post: collect entries and pick a winner.
  • Receipt promotionscustomized for youGuests enter promo codes and register receipts.
  • Loyalty cardThe AI tells guests their points balance and perks.
  • NewslettersNew menus and seasonal offers for guests who signed up.
  • Call quality reviewReview front desk and host conversations from the recordings.
  • Recordings for disputesA guest disputes a booking or a bill – the recording shows what was agreed. Play a recording notice at the start of the call.

Modules

Contact center modules

AI consultant in chatBooks tables and answers hotel guests by message.→Voice AI consultantTakes room bookings by phone overnight.→IVR (phone menu)Connects guests to the hotel or restaurant in your chain they choose.→Auto dialerConfirms bookings the day before and checks delivery details.→CallbackCalls back guests who couldn't get through in the evening.→OmnichannelKeeps a guest's bookings, messages, and ratings together.→Speech analyticsReviews how staff handle booking calls.→WhatsAppBookings and guest questions in WhatsApp go straight to your team.→SMSBooking confirmations and delivery delay alerts by text.→
Bookings without the waitGuests find an open slot in a minute.
Fewer empty tablesBookings are confirmed the day before.
Front desk off the phoneAgents and the AI take the calls.
Reviews at handGuest reviews on Google Maps don't get missed.

Getting started

Implementation for hotels and restaurants

  1. 01AssessmentWe look at how many calls you miss and how many bookings end in no-shows.
  2. 02BookingsWe connect your room or table reservation system.
  3. 03ChannelsWe add messaging apps, Google reviews, and website inquiries.
  4. 04AI consultantWe give the AI your menu, rates, and cancellation rules.
  5. 05RemindersWe turn on day-before booking calls and delivery checks.
  6. 06LaunchWe bring venues on one at a time, then measure no-shows.

Preparation

What to decide up front

Where are your bookings?The system that shows open rooms and tables.
Do you need deposits?Which bookings require payment through a link.
When should reminders go out?Your choice: a day ahead, the morning of the visit, or both.
Who answers hotel guests?The front desk, housekeeping, or the AI.
What about reviews?Who thanks guests for praise and who handles unhappy ones.
Do you deliver?Your own couriers or a delivery app – where to get the order status.

Q&A

Frequently asked questions

Who takes bookings?

The AI – by phone and by message – as long as your reservation system shares open slots through an API.

Does the AI answer at night?

Around the clock: it takes bookings and guest questions, and anything complex goes to an administrator in the morning.

How do I reduce no-shows?

The AI checks the guest's plans a day ahead; if they cancel, the spot goes to someone else right away.

Can I take deposits?

For a banquet or a large table, the guest gets a payment link with the booking.

What happens with Google reviews?

Reviews land in your staff's shared inbox. Thank-yous get a thank-you in return, and a person handles complaints. This module is built for each venue separately.

Who handles guest complaints?

The manager or a staff member who sees the guest's history; the AI only replies to thank-yous.

How does the AI help hotel guests?

It answers questions about breakfast, transfers, and checkout, and passes requests to housekeeping.

Can customers find out where their delivery is?

With the order number, if your delivery service shares the status; if the order is late, we message them first.

What about a restaurant chain?

Use one number: the IVR sends each guest to the right location, and reports are split by venue.

Which channels do guests use?

WhatsApp, Facebook Messenger, Instagram, Telegram, the web form on your venue's page, and email.

Can I check how staff take bookings?

Speech analytics reviews the conversations when the guest's and the employee's voices are recorded on separate tracks.

Which reservation systems work?

For example, Opera PMS and other hotel and restaurant systems with an API – we connect them during implementation.

Will the AI understand international guests?

It speaks English, Chinese, and other languages, and if the guest needs a person, the call goes to a staff member who speaks their language.

Do you take group requests?

The AI records the dates, head count, and the agency's or organizer's contact details, and a manager takes it from there.

What does a restaurant pay?

There are no license fees. You pay for support hours, cloud server hosting if you need it, and AI usage.

Glossary

Terms on this page

Booking system
Software where travel companies manage booking requests and bookings. Learn more →
IVR (interactive voice response)
A phone menu: the caller hears a greeting and picks the right department. Learn more →
API (application programming interface)
The way programs exchange data with each other without a person in the loop. Learn more →
Callback
The customer doesn't wait on hold but asks for a callback – and gets one when an agent is free. Learn more →
Speech analytics
The system analyzes recorded calls automatically: topics, script adherence, customer emotions. Learn more →
Call routing
Rules the system uses to decide who gets a call. Learn more →
Omnichannel customer service
All channels in one agent workspace, with the customer's full history alongside. Learn more →
Dual-channel recording
Each speaker is recorded on a separate track. Learn more →
Cloud deployment (cloud)
The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
Hosting
You rent a server from a provider instead of buying one. Learn more →

More

More for hotels and restaurants

Appointment booking How the AI books guests into open time slots. Learn more Notifications and confirmations Booking reminders and delivery updates. Learn more After-hours answering Who answers guests at night. Learn more Seasonal peaks Getting through the holidays and high season. Learn more

Blog

Fresh from the blog

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