AI System for Routing Guest Requests to Hotel Teams

The problem

When guest messages, bookings and the service catalogue are held in different sources, staff must match fields manually before preparing a draft request category and team assignment.

The guest relations manager must compare every suggestion in the draft request category and team assignment with the source record; incomplete or conflicting evidence must not replace the final decision.

If a request with potential health implications is written like a routine request and not set aside for separate review, a critical request could be delayed; the record must not proceed without a human decision.

What we set out to improve

• Time taken for the draft request category and team assignment, with its supporting evidence, to reach the guest relations manager for review
• Outcomes of records sent for human review because a request with potential health implications was written like a routine request
• Number of suggestions corrected after identifying a risk that a critical request could be delayed

How the system works

1. 01 Retrieve the guest message, booking and service catalogue from permitted sources
2. 02 Verify field and document versions
3. 03 Prepare the request category and draft team assignment with supporting evidence
4. 04 Check the exception: a request with potential health implications is written like a routine request
5. 05 Have the guest relations manager accept, correct or reject the suggestion
6. 06 Decision gate: request ownership and the response to the guest
7. 07 Record the decision and its source separately

Methods we used

• A source-identified data schema for the guest message, booking and service catalogue
• A structure that separates deterministic rules from AI suggestions
• A screen showing the request category and draft team assignment alongside the supporting evidence
• A human review queue for requests with potential health implications that are written like routine requests
• A record identifier that prevents duplicate processing

Where people stay involved

Data and security

Only the necessary fields from the guest message, booking and service catalogue should be processed. Role-based access should be applied, and unnecessary identity, health, financial and internal organisational data should not be sent to the model. Source access, the AI suggestion and the guest relations manager's decision should be recorded separately.

Who this suits

Frequently asked questions