Hotel Email Assistant
The concierge inbox, answered in your hotel's voice.
Every guest email has to sound like your hotel, from a dinner booking to a VIP arrival. The agent reads each one and drafts a reply grounded in your own knowledge base. Your concierge just reviews and sends.
How it works
Four steps, on every guest email.
From the moment an enquiry lands to the moment your concierge hits send, the agent does the reading and the drafting, and stops exactly where a human should take over.
Understand & prioritise
Reads each incoming guest email and identifies the topic (dining, spa, rooms, transfers, VIP), then assigns the priority your team defines. VIPs and time-critical requests are flagged the moment they arrive.
Route
Auto-assigns each email to the right concierge team and applies labels right in your inbox. When it isn't confident, it escalates to a human by default, never a silent guess.
Draft, on-brand & grounded
Writes a reply in your hotel's voice using only verified details from your own menus, rate cards, opening hours, and policies. If the answer isn't in the source, it flags the gap instead of inventing one.
Fact-check & hand off
A second pass checks the thread for logistical conflicts, like a spa slot too close to dinner or a party too large for the table. Your concierge reviews and sends, tweaking the tone if needed. The human is always the last word.
Capabilities
Six things it does for the concierge desk.
Each capability is configured to your property: your topics, your teams, your voice, your rules. Turn on what the desk needs most.
Classify by topic
Every email sorted the moment it lands.
Every enquiry is read and tagged automatically, whether it's dining, spa, a room request, or a VIP note. The shared concierge@ inbox stops being a pile and becomes a triaged queue.
Prioritise & flag VIPs
Urgent and VIP never buried again.
Each thread gets a priority from P0 to P3, and returning or suite guests are surfaced to the top. A 5am transfer request doesn't sit behind a brochure enquiry.
Route to the right team
The right concierge, automatically.
Auto-assigned to the correct team with labels applied in your inbox. When confidence is low, it escalates to your default owner rather than guessing who should handle it.
Draft on-brand & grounded
Your voice, never invented.
Replies are written from your own knowledge base. It won't fabricate a rate, an opening time, a name, or a booking detail. If the source doesn't say it, it doesn't say it.
Second-pass fact-check
Catch the clash before the guest does.
A quiet second pass scans each thread for logistical conflicts, like a spa booking too soon after dinner or a table over capacity, and flags them to the concierge before a reply goes out.
Manager-editable rules
Change the rules without a developer.
Your concierge manager edits the voice and the priority rules directly, with no ticket and no redeploy. The rules that govern the agent are yours to tune.
What it won't do
The guardrails matter more than the speed.
A five-star inbox can't afford a confident wrong answer. The agent is built to know what it doesn't know, and to hand off before it guesses.
Won't invent details
Grounded in your knowledge base. No invented rates, times, prices, or policies.
Won't send on its own
Suggest-only. Your concierge reviews and sends, so the human is the last word.
Won't bury a VIP
Priority and VIP flags surface the threads that can't wait to the top.
Won't guess when unsure
If the answer isn't in the source, it flags the gap and hands off to a human.
Concierge playbook
Six emails a hotel desk gets every week.
Scenarios we've built the agent to handle, grounded in how a real concierge inbox actually reads. Your version is configured to your outlets, your rate cards, your policies, and your rules.
Dining reservation
A guest emails to book the grill for six at 8pm on Saturday. The agent tags it dining, checks it against your seating policy, drafts a confirmation in your voice, and routes it to the restaurant team.
Spa slot clash
A guest requests a 7pm couples' massage the same night they've booked a 7:30 dinner. The second pass flags the conflict, and the draft offers an earlier slot instead of a rushed one.
Overnight airport transfer
A 5am transfer request lands at 1am. The agent flags it time-critical and drafts the arrangement from your transport rate card, then escalates to the on-duty concierge.
VIP arrival
A returning suite guest emails ahead of arrival. The agent recognises the VIP flag and drafts a welcome note, referencing only confirmed preferences from your records.
Group & events enquiry
A 40-pax anniversary dinner enquiry comes in. The agent captures the brief (date, headcount, dietary notes, seating) and drafts a first reply for the events team, with nothing quoted that isn't in your rate card.
Out of scope
A guest asks something your knowledge base doesn't cover. Rather than guess, the agent flags the gap and hands the thread to a human, with a note on exactly what's missing.
Plugs into your stack
No new inbox to learn. It works where your desk already lives.
Outlook
Microsoft 365
GmailCommon questions.
Does it send emails on its own?
No, it's suggest-only by default. The agent drafts the reply; your concierge reviews and sends, tweaking the tone if needed. The human is always the last word. You can raise the autonomy on low-risk topics later, on your terms.
How does it stay on-brand and accurate?
Every draft is grounded in your own knowledge base: menus, rate cards, opening hours, policies. It writes in your hotel's voice and won't fabricate a rate, a time, a name, or a booking detail. If the answer isn't in the source, it flags the gap instead of guessing.
What happens with VIPs and urgent requests?
Each thread is scored P0 to P3, and returning or suite guests are flagged as VIP. Time-critical and VIP emails are surfaced to the top the moment they arrive, so a 5am transfer never sits behind a routine brochure request.
Can we change how it prioritises or sounds?
Yes. Your concierge manager edits the voice, the priority levels, the routing rules, and the escalation defaults directly, with no developer and no redeploy. The rules that govern the agent are yours to tune as the property changes.
Where is guest data stored?
Thread content and extracted fields are stored in Singapore (AWS ap-southeast-1), PDPA-aligned with role-based access and audit logs. We sign DPAs and can walk your team through the architecture during scoping.
How is it priced, and are there grants?
Pricing is scoped to your property after a free scoping session. For hotels, the Singapore Tourism Board's Business Improvement Fund (BIF) may support the adoption, and we'll tell you what applies during scoping. Full tiers and grant details are on our pricing page. SMEs are eligible for up to 50% Productivity Solutions Grant (PSG) support for the adoption of Voltade AI solutions, a Pre-Approved Solution under the IMDA SMEs Go Digital programme.
Show us a week of your inbox.
Free scoping session. Bring one week of concierge emails, and we'll map the topics, the priorities, the routing, and the voice, then show you exactly what the agent would draft.