Unclear requests
Important details remain inside a call, chat, or memory instead of reaching the team in a structured form.
Hotel guest-service operations platform
Guest service, from request to resolution.
GSM gives verified in-house guests multilingual AI help by text or voice, then turns confirmed service needs into structured work for the right hotel team.
Give verified guests multilingual help by text or voice, then route confirmed service requests to the right hotel team.
- QR guest access
- Text and voice
- Guest-confirmed requests
Built around hotel service
One guest experience. The teams behind every stay.
GSM connects guest conversations to the departments responsible for delivering the service.
Hotels choose the services, departments, priorities, and delivery rules that fit their operation.
Guest-confirmed requestExtra towels
Room 412 · As soon as possible
- Front office
- Guest relations
- HousekeepingAssigned destination
- Maintenance
- Food and beverage
- Spa and wellness
- Security
- Management
Where service breaks down
A guest request can start anywhere. Ownership should not.
Guests call, message, visit the desk, or ask in another language. Staff then reconstruct the room, the request, the urgency, and the responsible department—often across separate conversations and shifts.
GSM creates a controlled path from the guest’s words to a confirmed, trackable hotel request.
- Call
- Message
- Front desk
- Another language
- Shift handoff
One confirmed,
structured request
Uncertain ownership
The guest has asked, but it is not always clear who has accepted responsibility or what happens next.
Limited visibility
Managers see complaints and delays after the stay instead of seeing the service trail while action is still possible.
The answer is not uncontrolled automation. It is a clearer operating workflow.
From conversation to hotel work
AI proposes. Guests confirm. Staff deliver.
GSM keeps the conversation natural and the operational change controlled. A request enters the staff workflow only after the guest reviews and confirms it.
Persistent requestExtra towelsRoom 412Housekeeping
Ask
The guest asks naturally
A verified in-house guest asks a question or requests a service by text or voice.
Prepare
The assistant prepares
The AI uses hotel knowledge, asks for essential missing details, and prepares a clear request summary.
Confirm
The guest stays in control
The guest can confirm the request, change the details, or cancel before anything reaches staff.
Guest confirmation boundary
Route
GSM creates the work
After confirmation, GSM records the request and routes it according to the hotel’s configured service and department rules.
Deliver
The hotel team takes ownership
Staff receive the room, request details, priority, and conversation context needed to act.
Resolve
The outcome becomes visible
Staff progress and resolve the request, making the service trail available for guest updates, feedback, and reporting.
Ask → Prepare → Confirm → Route → Deliver→ Resolve
Explore how GSM worksControlled AI
AI handles the conversation. GSM handles hotel operations.
The assistant can answer, translate, clarify, and prepare. GSM verifies the stay, controls request state, records confirmation, routes staff work, and keeps the operational history.
AI conversation
- Answers hotel questions
- Communicates across configured languages
- Clarifies essential details
- Prepares request summaries
- Supports natural text and real-time voice
GSM control
- Verifies eligible stay context
- Requires guest confirmation
- Creates and updates staff requests
- Applies hotel workflow rules
- Tracks ownership, status, and history
Unconfirmed conversations do not become staff requests.
For the guest
Hotel help on the guest’s own phone.
Guests open a hotel-branded portal by QR or guest link, verify their stay when required, and ask for information or service without downloading an app.
Avelora Bay Hotel · Demo
How can we help?
Ask by textStart voice
- My requests
- Hotel information
- Local recommendations
Room 412
Extra towels
- Details
- 2 bath towels
- Delivery
- As soon as possible
Change details
My requests
Extra towelsResolvedStart without an app
A room QR code or hotel link opens the mobile guest portal directly in the browser.
Ask by text or voice
Guests can communicate naturally across the languages configured for the hotel. Real-time voice is available when enabled.
Review before sending
Service requests are summarized for confirmation, with clear options to change the details or cancel.
Follow the request
Guests can see supported request updates and receive notifications where the experience and browser allow it.
For hotel teams
Every confirmed request, ready to act on.
The staff operations workspace brings open guest requests, ownership, department context, service-time indicators, and conversation history into one shared view.
- NewRoom 617 · Spa appointmentSpa and wellness
- AssignedRoom 704 · Late checkout 14:00Front office
- In progressRoom 526 · Luggage pickupFront office
- ResolvedRoom 412 · Extra towelsHousekeeping
- ResolvedRoom 318 · Air conditioning not coolingMaintenance
Request detail
Room 318 · Air conditioning not cooling
- Department
- Maintenance
- Priority
- High
- Assigned to
- Daniel Okafor · Maintenance Supervisor
- Service-time target
- Configured target
Conversation: “The air conditioning is not cooling.”
ResolvedStructured requests
Room, service, details, priority, stay context, and the relevant conversation arrive together.
Clear ownership
Teams can claim, assign, progress, and resolve requests with a visible timeline across shifts.
Department focus
Housekeeping, maintenance, front office, guest relations, and other teams can work from their relevant queues.
Service-time visibility
Configured targets and overdue states help teams see which requests need attention.
Built for each property
Your hotel’s services, knowledge, brand, and operating rules.
GSM gives the property control over what guests can ask for, how services are described, which teams receive requests, and how the guest portal reflects the hotel’s identity.
Avelora Bay Hotel · Demo
Guest services
Extra towelsEnabled
HousekeepingRoute
Normal priorityDefault
15-minute configured targetTarget
Languages
English · German · French · Arabic
Voice enabled
Avelora Bay Hotel · Demo
How can we help?
Ask by text- Extra towels Housekeeping
- Hotel information
- Local recommendations
Configuration areas
- Guest services
- Departments
- Priorities
- Service-time targets
- Knowledge sources
- Languages
- Guest portal branding
- Review and recovery rules
- Staff access and roles
Configuration is deliberate. GSM does not assume that every hotel operates the same way.
Explore the platformAfter the service
Connect feedback to the request that caused it.
After a request is resolved, the hotel can ask for private guest feedback. Low ratings can create a structured recovery case with the original request and conversation context attached.
Avelora Bay Hotel · Demo
Room 318
Air conditioning not cooling- Maintenance
- High priority
- Status
- Resolved
Private feedback: 2 / 5
The room became comfortable, but I had to wait while it was very warm.
Recovery caseIn progress
Owner: Amira Saad · Guest Relations Manager
Next action: Guest Relations to contact the guest and record the follow-up.
- 01Request resolved
- 02Private feedback requested
- 03Low rating identified
- 04Recovery case created
- 05Manager takes ownership
- 06Follow-up recorded
This is an internal service-recovery workflow—not a replacement for public review platforms.
Explore service recoveryFor management
See how guest service moves across the operation.
GSM brings request volume, timing, ownership, department patterns, guest feedback, and plan usage into one operational reporting layer.
Reporting views
- Request volume
- Open and resolved
- Response patterns
- Resolution patterns
- Service-time performance
- Department view
- Handler view
- Guest feedback
- Usage
- Exports
Department view
- Housekeeping86
- Front office61
- Maintenance39
- Food and beverage34
- Spa and wellness18
Where hotel groups are provisioned, authorized users can view cross-property summaries while each property keeps its own operational plan and configuration.
Reports reflect activity recorded in GSM and depend on accurate staff status updates.
Across the hotel
A clearer service workflow for every level of the operation.
- Guest need
- Confirmed request
- Owned delivery
- Resolved service
Owners and general managers
See the whole service trail
Understand how guest needs move through the property without giving uncontrolled AI access to hotel operations.
Operations leaders
Create visible ownership
Bring requests, handoffs, delays, departments, and resolution patterns into one operational view.
Front office and guest relations
Give guests a clearer path
Handle common questions and service requests digitally while keeping the hotel team in control.
Department managers
Receive work with context
Give each team the room, request details, priority, and conversation context needed to act.
Hotel groups
Support consistent operations
Use a shared guest-service model and cross-property visibility where group workspaces are provisioned.
Designed for controlled access
Guest convenience should not mean operational ambiguity.
GSM separates public guest access from staff and management permissions, keeps operational changes under server-side control, and records the request history needed for accountability.
- Public guest access
- Verified stay context
- Confirmation boundary
- Server-controlled operations
- Role-authorized staff/management views
Verified context
Stay verification can connect eligible guests to the correct property and room context.
Role-based access
Staff and management views follow the organization, property, and role permissions configured in GSM.
Controlled operations
AI conversation does not replace the server-side rules governing request creation and updates.
Honest integrations
Integration availability is described by its real implementation state, without presenting foundations or mock paths as live production integrations.
Integration implementation-status categories:
- Available
- Configured
- Foundation
- Planned
Common questions
What hotels usually ask first.
Does the guest need to download an app?
No. The guest experience opens in a mobile browser through a hotel QR code or guest link. The hotel may require stay verification before protected information or service requests are available.
Can guests use GSM in different languages?
Yes. Hotels configure the supported guest languages within their plan limits. The assistant can use the hotel’s knowledge and service configuration to communicate in those languages.
Does the AI create requests automatically?
Not silently. The assistant prepares a request summary, and the guest can confirm it, change the details, or cancel. Only a confirmed request enters the staff workflow.
Can guests change or cancel a request?
Guests can revise a request before confirmation. After it enters the staff queue, GSM can handle a change or cancellation while the request remains eligible under its status and the hotel’s workflow.
What can staff see?
Authorized staff can see the request details relevant to their role, including room and stay context, department, priority, status, assignment, timeline, and the associated conversation where permitted.
Does voice work the same way as text?
Text and voice follow the same request-safety rules, but the experiences are not identical. Rich Visual Knowledge and Local Concierge cards are text-chat features. Real-time voice is available when enabled for the hotel and assistant.
Does GSM integrate with a PMS?
GSM includes integration foundations and supports hotel data workflows, but availability depends on the specific provider and implementation. We describe each integration according to its real production status during the sales process.
Is GSM a public review-management platform?
No. GSM supports private post-service feedback and internal recovery workflows. It does not replace public review platforms.
See the complete workflow
Show us how guest service works in your hotel.
We'll walk through the guest journey, request confirmation, staff delivery, service recovery, and reporting around the way your property operates.
See the guest, staff, recovery, and reporting workflow around the way your property operates.
- Guest asks
- Guest confirms
- Hotel team delivers
- Request resolved
A focused product walkthrough for hotel owners, managers, and operations teams.