Concierge software for hotels

More upselling,
less queues at your front desk

Engage with your guests, from their arrival through to departure, with an AI-powered virtual concierge available 24/7 directly on WhatsApp.

  • Guests’ requests managed automatically
  • Digitalised check-in and check-out
  • Personalised upselling

Pre stay concierge software for hotels

AI-powered Hotel Concierge Software

Connect with guests concierge software for hotels

Connect with guest anytime, anywhere

Maximise your upselling opportunities

Maximise upselling concierge software for hotels
Automate check in out concierge software for hotels

Automate your check-in and check-out just at your guest’s fingertips

How would it look like for you?

Let us show you.

Hotel Concierge Software Features

AI-powered concierge agent

An artificially intelligent virtual concierge assists guests with pre-stay, in-stay and post-stay requests.

Room upgrade messages

Suggest personalised room upgrade opportunities during the pre-arrival stage.

Digital check-in

Integrate your PMS to offer pre-check-in forms to your upcoming guests and minimise time spent at the reception.

Upsell and cross-sell campaigns

Send automated messages to communicate personalised upselling and cross-selling campaigns.

AI specialised in hospitality FAQs

Over 200 hospitality-specific FAQ topics available for hotels to train the chatbot, and the possibility of adding custom FAQs according to your needs.

Automated WhatsApp messages

Automate and trigger messages on your hotel’s WhatsApp channel throughout your guests’ journey, such as check-in/check-out campaigns, feedback campaigns, and more.

Custom team notifications

Set rules for notifying the right teams for specific requests.

Guest reviews and satisfaction surveys

Send guest satisfaction surveys during and at the end of the stay and obtain reviews for internal monitoring or external platforms like TripAdvisor or Google.

Customised campaigns for a target audience

Trigger campaigns for guests matching specific rate plans or profile (e.g. families, couples), subject to availability.

CSAT score metrics

Collect and access guests’ feedback to evaluate the performance of the chatbot and individual human agents.

Concierge Software for Hotels: FAQs

As the number of guests at a hotel scales significantly, it becomes more challenging for the front desk and concierge services to coordinate and efficiently meet all the guests’ requests and needs. This is where concierge software solutions come into play. 

The hotel concierge system helps by automating various mundane and repetitive tasks enabling front-desk and concierge staff to be able to register requests and deploy solutions faster and focus their attention on where they can boost guest satisfaction the most. The concierge management software serves as a unified inbox streamlining and automating guest requests and communication. The software automatically handles common requests such as sightseeing information or hotel services with no need for hotel employee intervention.

Staff shortages in the hospitality industry, reported by European Travel Commission in 2022, directly impact how much work your hotel staff can handle. A virtual concierge service software or a hotel concierge app should not be implemented as a means to replace your staff but to support your teams with the automation of common requests and other repetitive tasks.

Guests are more than ready to embrace AI-powered software concierge – Oracle’s study of the industry in 2022 reports 67% of guests are keen to use such hotel technologies to provide relevant services. 

How do you know your staff may need support in processing the volume of work they face? A dip in online reviews or customer feedback is an important indication of hotel performance. This is the right time to consider concierge software solutions, as they can help you deliver better, more efficient, and more personalised services to your guests.

  • Mobile App Concierge: Often designed and branded by a specific hotel or hospitality chain with menu options, features, and facilities built around their hotel services. These concierge apps need to be installed on a guest’s personal device and on the devices of any relevant hotel employee. These concierge mobile applications also may or may not include a virtual concierge chatbot.
  • Chatbot Virtual Concierge: These are virtual assistant chatbots powered by AI that are integrated into concierge applications. They provide an equally reliable standard of conversational experience and assistance as an actual hotel concierge or front-desk employee. They are backed by software that allows them to provide intelligent and effective assistance. Best concierge software solutions are able to go beyond a website widget and streamline and automate incoming messages across most popular social media channels and instant messaging apps, like WhatsApp, Facebook Messenger, Instagram, Telegram, WeChat, and more.
  1. Provide a centralised overview for all requests

A record of requests for all reservations, transportation, packages, wake-up calls, lost & found, and any other service is maintained and includes documentation on whether the request was resolved.

  1. Bridge communication between different hotel service providers

The hotel concierge system provides services for shared calendars, reminders, and internal notes to ensure that guests’ requests are being relayed to the most relevant service team. For example, if a guest makes a request for more towels, this must be quickly relayed from the front desk to the room service team. Make sure to look for concierge management software that offers seamless integrations with other popular hotel systems.

  1. Provide valuable insights into guest needs

Maintaining a robust database of the most common issues guests face and how quickly they were resolved, the concierge software provides valuable information on what services guests most commonly request. The hotel can then arrange for such services to be automatically provided, reducing any complaints regarding not resolving queries promptly. They can also automate solutions for common tasks to provide quicker service.

  1. Increase efficiency

Information, times, dates, and locations for events or activities are all maintained on the platform. This allows the concierge to offer real-time information by phone or in person, just by looking at the information on the software platform, eliminating waiting time for the guest.

  1. Reduce the necessity for physical contact

Following recovery from the Covid-19 restrictions that affected hospitality industry operations, creating contactless customer services is highly in demand, according to Oracle’s study from 2022. Concierge software allows customers to book activities and register requests without having to go to the hotel lobby. Guests can view all events organised by your hotel through your website and book services directly through the app or connect with the concierge through the phone.

AI-powered concierge services software is designed to support your reservation and reception teams. It helps them by taking the strain off during the busiest times and reduces everyday workload. Guests will avoid spending a long time in queues to the hotel reception desk, and your staff will be less likely to experience burnout caused by the overwhelming volume of workload.

HiJiffy insights show that on average, hotels using conversational AI specialised in the hospitality industry report successful automation levels of over 80% of the queries received. In case the software cannot autonomously resolve the query, it can seamlessly direct the guest to a member of staff. Mots of the volume of incoming queries will be quickly, efficiently, and entirely satisfactorily handled by the AI, with no human intervention necessary at all.

  • Text messaging: Ensure that the app provides an option for direct text messages so guests can communicate with the hotel without downloading an app, which improves engagement.
  • Integration with hotel PMS: PMS refers to Property Management System and is the traditional software used by hotels to manage room booking information, guest check-in/check-out, room assignment, managing room rates, and billing. Concierge software for hotels should smoothly integrate with the hotel’s PMS system.
  • Hotel branding: It is important that the application feels like part of the hotel experience and should maintain the theme of the hotel and its branding. Branded itineraries, themes following hotel colour schemes, and hotel-branded responses to requests will make the software blend seamlessly with the guest’s hotel experience.
  • Personalised policies: Every hotel has different guidelines, cancellation rates, and billing rates. The software should be able to adapt quickly to your hotel’s business requirements.
  • Reporting: Enables management to have transparency in their operations to make decisions based on data available.
  • Insightful record keeping: The concierge system software will undoubtedly collect vast information on the guest’s activity. It is important that the software not only maintains this information but also is used to provide actionable insights into how you can better your business and improve the guest experience.

HiJiffy provides a hotel virtual concierge that is available to your guests 24/7 from before their stay until departure. Its services allow guests to take advantage of automated check-in and check-out, make requests for personalised services, and much more, all on their favourite social media and messaging apps. It serves as a platform for you to communicate with your guests and service their needs throughout their stay, making their experience as pleasant and hassle-free as possible.

The AI-powered concierge solution is tailored to connecting with guests at all points during their visit via whatever communication platform they most prefer. Options are arranged for communication via text, call, WhatsApp, or whatever other channels the customer prefers. Hotels can make the most out of previously recorded guests’ preferences and requests and automatically offer exclusive and personalised services. Integration with the traditional hotel PMS system allows all data to be directly recorded in their PMS to improve customer experience and make employee tasks easier.

  • Front-office AI agent: An artificially intelligent virtual assistant that converses with users and provides them with timely answers and solutions
  • Digital check-in: Offers pre-check-in and online checkout forms to your guests, minimising the time required at reception.
  • Room upgrades campaigns: Communicates room upgrade opportunities during the pre-arrival phase.
  • Upselling campaigns: Provides services to send automated messages communicating personalised upselling campaigns.
  • Automated workflows: Automated workflows are designed and triggered throughout the guests’ stay.
  • Custom routing and escalations: Requests are escalated or redirected to relevant departments or on customer demand
  • Pre-programmed guest notifications: Automatic notifications are deployed, and repetitive administrative tasks are automated.
  • Guest satisfaction surveys: Customer feedback surveys are directly sent to your guest’s phone, increasing the participation rate to understand your customer better.
  • Guest reviews campaigns: Triggers recommendation campaigns to urge guests to write online reviews, improving your brand reputation on platforms like TripAdvisor or Google.
  • Retention campaigns: Create specific loyalty campaigns for recurring guests, offering them special deals 

Discover how +1,600 hotels are using HiJiffy’s guest communication hub to boost revenue