Which questions are repeated most often?
Breakfast, parking, SPA opening hours, the Wi-Fi password, check-in/check-out time and whether there is a restaurant – these are the questions that almost every guest asks at least once during the stay.
First gather the canonical information
Before thinking about a tool, gather the correct and up-to-date answers in one place. Without a clear source of truth, no tool – person or software – can answer consistently.
When is Guide enough?
If the questions are mostly informational and static during the season, a digital Guide with a clear structure often solves most of them – the guest finds the answer themselves, before even calling reception.
When does Assistant add value?
When guests prefer to ask the question in their own words, instead of searching a list – Assistant answers based on the hotel's approved information, without replacing reception in unusual cases.
What should you not automate?
Reservations, changes to a stay, complaints and anything that requires judgement or access to internal systems should stay with the team. Assistant does not replace reception – it reduces only the repeated informational questions.
How to track which questions still reach reception?
The simplest way is for the team to note which topics are still asked about in person after the information has already been published – this shows where the content is still missing or hard to find.
Small hotel vs large hotel
In a small hotel with a limited number of rooms, a clear Guide is often enough. In a larger property with more shifts and a more varied audience, Assistant complements reception during the hours with the most enquiries.