The guest finds the answer in the hotel
The screen can be placed in the lobby, conference area or a building without a permanent reception desk, providing information without requiring an app.
Where are the children's activities held?
The guest selects English and asks where and when today's activities are taking place.
Answer and directions
The kiosk displays the current time, a description of the room and a simple map. If the schedule is not in its knowledge base, it suggests speaking to reception.
- answer in the selected language
- directions to a location in the property
- channel for contacting a member of staff
Self-service access to the guest guide and reception
The kiosk provides the same approved information as the digital guest guide and allows guests to start a conversation. It does not automatically become a check-in or payment terminal.
Displays the guest guide
It presents policies, opening hours, maps, events and services in a format suited to a large screen.
Finds answers
It allows guests to ask questions in natural language and finds the relevant information in the hotel's knowledge base.
Connects guests to staff
It forwards the question to the Central Communication Hub when assistance from a member of staff is needed.
How does the kiosk help guests on site?
Selecting a language and need
The guest selects a topic shortcut or types their own question on the screen.
Finding the information
The system uses the hotel guest guide and the latest content assigned to the property.
Presenting the answer
It displays concise text, an image, map or instructions suitable for the kiosk.
Contacting a member of staff
An unresolved question is sent to the central hub together with the device's location.
The kiosk uses the same knowledge as the other channels
Content is not maintained separately for each screen. The hotel guest guide provides up-to-date information, while the device configuration determines the available features and languages.
What does AI use?
- hotel guest guide content
- the guest's question and language
- kiosk location and configuration
- staff contact rules
What does the team receive?
- answer or information screen
- map, instructions or link
- conversation forwarded to the central hub
The hotel controls the content and features of each device
The team selects the location, languages, visible sections and contact method. The device can be restricted to a safe set of self-service features.
A member of staff updates the guest guide, monitors questions forwarded from the kiosk and takes over the conversation when the answer requires individual action.
The kiosk itself does not handle check-in, payments, key issuing or service orders unless these features are implemented as separate, secure integrations.
Information available where guests need it
Guests can use the guest guide without installing an app or using their own device.
The most frequently requested information is available without waiting in the reception queue.
Matters requiring assistance are sent from the kiosk to the same queue as other channels.
The guest guide feeds the screen; the hub receives conversations
The kiosk requires the hotel guest guide and a connection to the Central Communication Hub. The hardware and display mode are selected for the location.
Related process elements
Frequently asked questions
Does the guest need an app?
No. The entire process takes place on the screen installed at the property.
Does the kiosk support multiple languages?
Yes, provided the relevant content versions and response rules have been prepared and approved.
Can guests contact reception?
Yes. The question can be sent to the central hub, where a member of staff can take over the conversation.
Is the kiosk used for check-in?
Not as part of the standard offering. Remote or self-service check-in is a separate process requiring integration and security measures.