The suggestion is based on the guest’s stay, not mass messaging
A timing rule and approved catalogue make it possible to present one useful service instead of a list of random extras.
The guest has not booked dinner
It is 17:20, the restaurant is accepting bookings, and the communication limit allows one suggestion that day.
One clear next step
Concierge presents the option to book a table and guides the guest to a conversation about the booking, without adding the service automatically.
- service aligned with the hotel catalogue
- justified contact timing
- no booking without guest confirmation
Contextual recommendations within set boundaries
The module actively presents selected additional services according to approved timing and frequency rules. Location, incentives and PMS data can improve relevance, but are not required for the basic rule.
Recognises the right moment
It considers the stage of the stay, the time and the agreed window in which a suggestion may be helpful.
Selects a service
It selects an item from the approved catalogue based on the available context, without creating a new offer.
Manages frequency
It applies limits on the number of suggestions and the intervals between them, so guests are not overloaded with messages.
How is a stay-based suggestion created?
Checking the rule
The module assesses the stage of the stay, the time, the suggestion history and other approved conditions.
Selecting from the catalogue
It compares the context with services that the hotel has approved for active recommendation.
Checking limits
It checks that the guest has not already received a similar suggestion and that contact is permitted.
Presentation in Concierge
It shows a concise benefit and gives the guest the option to explore the service or skip the suggestion.
The recommendation rule combines context with the catalogue
For each service, the hotel should define the right moment, audience, exclusions and limit. Location or PMS data expand the context only when available and permitted.
What does AI use?
- approved service catalogue
- timing and audience rules
- history of previous suggestions
- optional PMS, location or incentive context
What does the team receive?
- tailored service suggestion
- reason for the rule and timing
- record of the presentation and guest response
The hotel decides what can be suggested and how often
The team approves the catalogue, scenarios, exclusions and limits. Any rule can be disabled, and guests are not required to respond.
Staff design the rules and monitor the results; the booking is only processed after the guest confirms it through the appropriate process.
The module does not change prices, confirm availability without a source, add a service to the bill or bypass communication limits or guest consent.
More relevant opportunities to sell during the stay
The suggestion appears when the service may suit the guest’s current situation.
The hotel reminds guests about additional offers without manually sending every message.
Limits and exclusions protect guests from suggestions that are too frequent or irrelevant.
The guest guide and Concierge present the approved suggestion
The basic scenario uses the guest guide, notifications and Concierge AI. PMS, location and incentives can improve relevance if the hotel chooses to enable them.
Related process elements
Frequently asked questions
Is PMS necessary?
Not for simple timing rules. However, it can help exclude services already purchased or tailor the suggestion more effectively.
Does AI decide on the promotion itself?
No. It only selects from services, conditions and scenarios approved by the hotel.
How can we avoid too many messages?
The hotel sets daily limits, intervals, exclusions and situations in which a suggestion must not appear.
Is the service booked immediately?
No. The guest must confirm the booking in the module used to process services.