Card and payment details
The agent should never ask for card numbers, OTPs or payment details on a call. Send payment through your official process.
USE CASE For hotels, resorts and homestays
AI Receptionist for Hotels: 6 guest calls it can take
An AI receptionist for hotels is a voice agent that picks up the phone when your front desk is busy or short-staffed at night. It shares room details you approve, takes reservation requests and passes them to your desk, in the guest's own language. This guide covers the 6 calls it can take, what should stay with your staff, a ready script and a tool for routing each kind of call.
- Reservation calls answered at any hour
- Hindi, English and 7 more languages
- Bookings passed straight to your desk
The basics
Why hotels lose reservation calls
Your front desk has guests in front of it, and guests come first. During check-in and check-out rushes, the phone rings on, and at night one person may be covering everything. A caller who cannot get through can simply book on another site or try the next hotel. A voice agent can pick up those calls and take the details, like this:
Incoming call · Resort · Hindi and EnglishExample conversation
AI agentNamaste, [Hotel] mein aapka swagat hai. Main aapki kaise madad kar sakti hoon?
CallerAgle Saturday do raaton ke liye ek family room chahiye.
AI agentJi zaroor. Kitne log honge, aur kya bachche bhi hain?
CallerDo bade, do bachche. Breakfast included hai kya?
AI agentJi, family room ke saath breakfast shaamil hai. Main aapki request front desk ko bhej deti hoon, aur woh availability aur rate confirm kar denge. Aapka naam?
CallerAnil Sharma.
AI agentDhanyavaad Anil ji. Agle Saturday se do raatein, family room. Team aapko jaldi call karegi.
✓ Dates and guests noted✓ Question answered✓ Request sent to desk
Want to hear this on your own leads?Leave your number and our team will call you within 24 hours to show how the AI agent would talk to your customers.
Hear one yourself
Hear a reservation call on your own phone
Enter your number and we will set up a live AI demo call for you. Hear the voice, interrupt it, ask it questions, in Hindi or English.
- No setup needed for the demo
- Hindi, English & regional languages
- Takes 2 minutes
The six calls
The 6 guest calls it can take
Begin with the calls that repeat all day. Your staff keep anything that needs judgement or a personal touch.
🛏️
Room availability
Asks for dates and guests, and shares what your approved list shows. If it cannot be sure, it passes the question to your desk to confirm.
🗓️
New reservations
Takes the guest's name, dates, room preference and requests. Your desk confirms the booking in your own system.
How AI booking works →🔁
Changes and cancellations
Notes what the guest wants to change, and explains your policy in the wording you approve. Your desk makes the change.
📍
Timings and directions
Check-in times, parking, the route from the station, the restaurant's hours and what is on site: the questions your desk answers again and again.
💍
Group and wedding enquiries
These deserve a person. The agent takes the dates, group size and event type, and arranges a call from your sales team.
🧳
Pre-arrival calls
A short call before arrival confirms the booking and the arrival time. It can also ask whether the guest needs a pick-up.
The 5 moments to call →
How it works
What happens when a guest calls
Your front desk stays as it is. The agent takes the calls your team cannot reach in time.
- 01The phone ringsWhen your desk is busy, or at night, the call goes to the agent.
- 02The agent greets the guestIt uses your hotel's name, and follows the language the guest speaks.
- 03It answers from your listRooms, facilities, timings and directions, as you have approved them.
- 04It takes the requestName, number, dates, guests and any special needs.
- 05Your desk confirms itRequests reach your team, who check your system and confirm with the guest.
- 06Complaints reach a personGuest problems and urgent matters go straight to your duty manager.
Free tool
Decide who handles each kind of call
Choose a type of call and a time of day. You get a starting plan for who handles it, what to collect and what to watch out for.
How to handle this call
Who handles it
What to collect
What to keep in mind
At this hour
A starting plan for you to change. Nothing is sent or saved.
Side by side
AI receptionist vs night staff vs call forwarding
Nothing replaces a warm welcome at the desk. The agent helps with the phone, so that your people can give that welcome.
| AI receptionist | Front-desk staff | Forwarding to a mobile | Voicemail or missed call | |
|---|---|---|---|---|
| Picks up during check-in rush | Yes | Not always | Depends who is free | No |
| Answers late at night | Yes | If someone is on duty | If they wake up | No |
| Handles several calls at once | Yes | One at a time | One at a time | No |
| Deals with an upset guest | No, it passes them on | Yes | Yes | No |
| Speaks your guests' languages | 9 Indian languages | Whoever is on shift | Whoever answers | No |
| Leaves a record of each call | Recording, transcript, outcome | Depends on the team | Rarely | A missed-call log |
| Best for | Overflow and night calls | Guests at your hotel | Very small properties | Nothing, if you can help it |
Staying with people
What should stay with your staff
Being clear about this is what makes guests comfortable with the agent. It should hand over quickly and without any fuss.
Rates beyond your approved list
Discounts, corporate rates and special deals belong with your staff. The agent shares only what you have approved.
Complaints
A guest with a problem wants someone who can act. The agent apologises and gets them to your duty manager straight away.
Medical or safety problems
Any emergency goes to a person immediately. Keep the night duty number up to date, and test the transfer regularly.
Peak times
When your hotel needs it most
Every property has its own rhythm. These are the moments when calls most often go unanswered.
Check-in and check-out rushes
The desk is full, and the phone rings on. The agent takes the call, so that your staff can finish with the guest in front of them.
Late at night
Travellers plan in the evening and call when they can, and one night person cannot do everything.
Long weekends and festivals
Calls rise sharply just when your whole team is busy. Keep your room list up to date, since availability changes quickly.
Wedding season
Group enquiries can be worth a lot, so none should go unanswered. The agent takes the details, and your sales team calls back the same day.
Script
होटल रिज़र्वेशन कॉल की हिंदी स्क्रिप्ट
Keep the "front desk will confirm" line, unless your room system is linked to the agent.
एजेंट: नमस्ते, [होटल] में आपका स्वागत है। मैं आपकी कैसे मदद कर सकती हूँ?
ग्राहक: मुझे एक कमरा बुक करना है।
एजेंट: जी ज़रूर। आपको किस तारीख़ से और कितनी रातों के लिए चाहिए? कितने लोग होंगे?
ग्राहक: [तारीख़] से दो रातों के लिए, दो लोग।
एजेंट: धन्यवाद। क्या कोई ख़ास ज़रूरत है, जैसे जल्दी चेक-इन या एयरपोर्ट से पिक-अप?
ग्राहक: नहीं, बस इतना ही।
एजेंट: ठीक है। अपना नाम बता दीजिए। फ़्रंट डेस्क उपलब्धता और रेट पक्का करके आपको कॉल करेगा।
Agent: Namaste, [Hotel] mein aapka swagat hai. Main aapki kaise madad kar sakti hoon?
Customer: Mujhe ek room book karna hai.
Agent: Ji zaroor. Aapko kis date se aur kitni raaton ke liye chahiye? Kitne log honge?
Customer: [Date] se do raaton ke liye, do log.
Agent: Dhanyavaad. Kya koi khaas zaroorat hai, jaise jaldi check-in ya airport se pick-up?
Customer: Nahi, bas itna hi.
Agent: Theek hai. Apna naam bata dijiye. Front desk availability aur rate confirm karke aapko call karega.
Agent: Hello, welcome to [Hotel]. How can I help you?
Customer: I would like to book a room.
Agent: Of course. From which date, for how many nights and how many guests?
Customer: From [Date] for two nights, two guests.
Agent: Thank you. Do you have any special needs, like an early check-in or an airport pick-up?
Customer: No, that is all.
Agent: All right. May I have your name? The front desk will confirm availability and the rate, and call you back.
Before you start
Ten things to give your hotel's AI receptionist
The agent only knows what you tell it. Your longest-serving receptionist can help you write this list in an hour.
- Your room typesWhat each includes, and how many guests it suits.
- Your approved ratesShare exact rates or ranges, or let the desk give them.
- Check-in and check-out timesInclude your early and late rules.
- Cancellation and child policiesIn the exact wording you want used.
- Facilities and meal timingsRestaurant, pool, parking and Wi-Fi.
- Directions and pick-upsFrom the station and the airport, with landmarks.
- Who confirms requestsName who checks them, and how quickly.
- Your night duty numberFor complaints and anything urgent, tested regularly.
- Who handles groups and weddingsName someone from sales for these callbacks.
- The languages your guests useSet a main language, and let the agent follow anyone who switches.
Getting started
Set up your hotel's receptionist in 4 steps
Start with overflow and night calls, so that your team sees the benefit quickly. Most campaigns go live in 24 hours to 7 days.
1. Check your missed calls
Look at a week of your call log, and note the hours that go unanswered.
2. Share your details
Give us your rooms, rules and approved wording.
3. Call it yourself
Ask about rooms, change your mind and try a complaint.
4. Go live and review
Read each day's requests, and change what did not work.
Avoid these
Hotel phone mistakes that lose bookings
Promising rooms you cannot see
Fix: unless the agent is linked to your room system, it should take a request, not confirm a booking. Keep your desk in the loop.
Slow confirmations
Fix: a guest waiting for a callback is still looking elsewhere. Check requests often, and confirm them quickly.
Out-of-date information
Fix: a renovated restaurant or new timing must reach the agent too. Give one person this job.
Leaving groups waiting
Fix: a wedding enquiry may be worth many rooms. Make sure your sales team calls back the same day.
No way to reach a person
Fix: a guest should always be able to ask for staff. Test the transfer, especially for your night shift.
हिंदी में
होटल के लिए एआई रिसेप्शनिस्ट, आसान शब्दों में
चेक-इन के समय या रात में अक्सर होटल का फ़ोन नहीं उठ पाता, और मेहमान कहीं और बुकिंग कर लेता है। एआई रिसेप्शनिस्ट ऐसी कॉल उठाता है, कमरों और समय की जानकारी देता है और बुकिंग की जानकारी आपके फ़्रंट डेस्क तक पहुँचाता है।
बुकिंग की पुष्टि आपका स्टाफ़ करता है। कार्ड या भुगतान की जानकारी कॉल पर नहीं ली जाती, और शिकायत या आपात स्थिति तुरंत आपके ड्यूटी मैनेजर तक पहुँचती है। शुरुआत के लिए एक हफ़्ते का कॉल लॉग देखिए और समझिए कि किस समय कॉल छूट रही हैं।
Ready to try AI calling for your business?Request a demo and our team will call you within 24 hours.
FAQ
AI receptionist for hotels: what hoteliers ask
01What is an AI receptionist for hotels?
It is a voice agent that answers your hotel's phone when your front desk is busy or at night. It shares details you approve, takes reservation requests and passes them to your team.
02Will it replace my front desk?
No. Your front desk looks after the guests in your hotel. The agent takes overflow and night calls, so that your staff can give those guests their full attention.
03Can it confirm a booking?
To begin, it takes a request, and your desk confirms it. A link to your room system is possible after a feasibility check.
04Does it work with my hotel software?
You can begin with requests sent to your desk. A link to your hotel software is possible after a feasibility check.
05Can it quote room rates?
It can share only the rates or ranges you approve. If rates change daily, it can take the request and let your desk give the rate.
06Can it take card payments on the call?
No. It should never ask for card numbers, OTPs or payment details. Use your official payment process.
07Can it answer calls at night?
Yes. Incoming calls can be answered at any hour. Outgoing calls, such as pre-arrival calls, stay inside calling hours of generally 9 AM to 8 PM.
08What about complaints and emergencies?
The agent passes these to your duty manager straight away. Keep the night duty number up to date, and test the transfer regularly.
09Which languages can it speak?
English, Hindi, Marathi, Gujarati, Tamil, Telugu, Kannada, Bengali and Malayalam. Set a main language for your property, and the agent follows a guest who switches.
10Is it suitable for a small hotel or homestay?
Yes, particularly if one person covers everything. Start with night and overflow calls, and send requests to the owner's or manager's phone.
11How do I start with an AI receptionist for my hotel?
Leave your number in the form on this page to hear a call. Then share your rooms and rules. Most campaigns go live in 24 hours to 7 days.
The AI agent calls in English and in eight languages listed in the Eighth Schedule of the Constitution of India: Hindi, Marathi, Gujarati, Tamil, Telugu, Kannada, Bengali and Malayalam.
Keep reading
More for hotels and hospitality
Guides for businesses where a missed call can mean a lost booking.
About Troika
Who sets up your hotel's receptionist
Troika Tech Services has worked with Indian businesses since 2012. As an AI calling company, we set up, run and improve AI calling campaigns as a fully managed service, so your team decides and approves while ours builds and runs. You give us your rooms, rules and approved wording, and we set up the agent, test it with you and keep it running.
Clients across the country use us as an AI calling company in India, and our team in Mira Road East makes us an AI calling company in Mumbai you can visit. See how our AI calling agents in Mumbai work for local businesses, read the guide to AI calling agents, or explore the wider set of AI agents we build.
Try it on your own phone
Get a call from our team within 24 hours
Enter your number and we will set up a live AI demo call for you. Hear the voice, interrupt it, ask it questions, in Hindi or English.
- No setup needed for the demo
- Hindi, English & regional languages
- Takes 2 minutes