Overview
The AI Concierge is an intelligent assistant integrated into the guest app that helps guests quickly find relevant information about the hotel’s services, facilities, products and activities.
This feature generates responses exclusively from the content configured in the CMS, ensuring that all information provided is accurate, up to date, and aligned with the hotel’s operations. The more detailed the content, the more effective the AI Concierge will be.
Important: The AI Concierge is designed to answer questions, guide guests, and suggest relevant information, but it does not perform actions such as bookings or requests.
Important: The AI is connected to your CMS in real-time. Any changes you make to the content (prices, schedules, or descriptions) are indexed within a few minutes. This ensures that the guest always receives accurate and reliable information.
What can you do with the AI Concierge feature
With the AI Concierge, guests can:
- Ask questions about hotel services, facilities, and activities.
- Inform guests about schedules or temporary closures.
- Suggest alternative options when a service is unavailable.
- Navigate to the appropriate section of the app to complete actions.
- Direct guests to the My Activity section to track orders, reservations, or requests.
Please note the following:
- The AI Concierge always responds in the guest's preferred language. If a recommended service has not been translated by the hotel within the CMS, the AI will display the information in the primary language available in the system.
- The AI Concierge maintains fluid conversations by remembering the previous question. For example, if a guest asks about the gym and then follows up with "Are there towels?", the AI Concierge understands the context perfectly.
- If the guest is logged into the App, the AI Concierge will address them by their name, providing a more personal and welcoming experience.
Key benefits
- Accurate and reliable information:
Responses are based entirely on CMS content and updated in near real time. - Improved guest experience:
Guests receive instant, contextual, and personalized answers. - Operational efficiency:
Reduces repetitive questions handled by staff.
How to access and set up the AI Concierge feature
- Log in to the CMS.
- Click AI Concierge in the top menu with the blue background.
- Complete the FAQs for common guest questions. These are optional but highly effective for quickly resolving common guest inquiries that may not fit within a standard service description.
To ensure optimal performance:
- Complete service content: Ensure all titles, descriptions, and timetables are filled in.
- Use manual catalogs: The AI Concierge can not read content within PDF catalogs. To ensure this information is indexed, we recommend using manual catalogs instead.
- Keep information updated: Regularly review your CMS content for any changes.
- Schedule activities: Ensure all activities have assigned dates and times.
Tip: We strongly recommend completing the Front desk number FAQ. This allows the AI Concierge to provide the number directly to the guest whenever it suggests contacting staff for further assistance.
Tip: We strongly recommend including a generic "Other" product within the Issues, Housekeeping an Amenities features catalogs. This allows the AI Concierge to direct guests to a general request form when their specific need or issue isn't explicitly listed, ensuring no request goes unmanaged.
Next steps
- Review and complete your services, facilities and leisure content.
- Test the AI Concierge in the app to validate responses from a guest perspective.
- Promote its use by adding the AI Concierge to the guest app home page.
Need further assistance?
If you have additional questions or require further assistance:
- Contact us via live chat
- Send a ticket to our Support team
- Visit STAY Academy, our training platform.