The assignment has a clear rationale
AI compares several rules at once and shows why it selected a particular person. Exceptions or conflicts are referred for manual resolution.
Large event for an existing customer
An international company is enquiring about a conference for 180 people. The previous relationship was managed by a sales representative specialising in MICE.
The right person and the reasons
The system recommends the previous relationship owner, shows the rules used and, once approved, records her against the deal.
- relationship continuity preserved
- team workload checked
- owner change history
Hotel rules organise the division of work
Routing can take account of the property, region, segment, event type, language, value, customer history and employees’ current availability. The hotel sets the hierarchy of rules.
Applies rules
It compares the lead’s profile and brief with the defined hierarchy of assignment criteria.
Protects relationship continuity
It considers the previous owner and contact history when they take priority.
Updates the owner
It can record an unambiguous assignment in the CRM within the scope approved by the hotel.
How does a lead reach the right sales representative?
Retrieving the profile and brief
AI reads the company, enquiry type, event details and recommended priority.
Checking relationships
It combines contact history with owners, specialisms and team availability in the CRM.
Applying the hierarchy
It compares the data with the hotel's rules and identifies any potential conflicts.
Recommending or recording
It shows the owner for confirmation or records it automatically in unambiguous cases.
The lead profile meets the team structure
Effective assignment requires both customer context and up-to-date organisational data. Missing owners, conflicting rules or staff absence should be visible.
What does AI use?
- lead profile and qualification
- complete enquiry brief
- company relationship history
- owners, specialisms, workload and CRM rules
What does the team receive?
- recommended owner with reasoning
- flagged conflicts and exceptions
- optional assignment record in the CRM
Automatic assignment works only with clear rules
The hotel defines when a recommendation can be recorded without an additional decision. Every assignment can still be changed manually.
The team publishes the hierarchy of rules, resolves exceptions and can change the owner while preserving the activity history.
The module does not reject leads, assess employee performance, contact the customer or set offer terms.
Every lead has an owner from the start
A new enquiry does not wait in a manual queue for the right person to be identified.
The same type of lead is distributed according to a shared hierarchy of criteria.
The owner and reason for the assignment are recorded against the relevant record.
The CRM provides the team structure and place to record assignments
Research, the brief and contact history describe the lead. The CRM provides the owners, workload and permissions needed to make the assignment.
Related process elements
Frequently asked questions
Which takes priority: history or workload?
The hotel sets the order of criteria in its routing rules.
Can assignments be made by property or region?
Yes, if this data is available in the profile and team structure.
Is a CRM required?
It is needed to automatically read owners and workload and record the assignment.
Can a sales representative take over a lead?
Yes. The assignment can be changed manually while preserving the activity history.