AI Hotel ReceptionImplementation type: AI Reception + Bookings

AI receptionist running a hotel and a restaurant on one phone number

How the Leadbot voice AI agent answers every call for Park Hotel Brzeg and the Browar Brzeg restaurant — checking availability in two separate booking systems, booking rooms and tables, serving guests during their stay and passing to reception only what it genuinely cannot handle itself.

216

calls handled in August

44

confirmed room and table bookings

87%

success rate of handled calls

2

integrated booking systems

Challenge

One phone number serves two different businesses: a hotel and a restaurant — and callers don't distinguish who they reach.
Room bookings live in Hotres, table bookings in Choice — two separate systems, two separate processes.
Reception answered calls between checking guests in, running the dining room and daily operations.
A large share of calls are repetitive questions: restaurant hours, breakfast, parking, sauna, late check-in, pets, children's cots.
On top of that, traffic unrelated to bookings: suppliers, sales pitches, wrong numbers, takeaway orders, calls from guests in their rooms.
A missed call in season means a concrete lost room night or table.

Solution

Leadbot rolled out a single voice AI agent that answers all inbound traffic and recognises by itself whether the call concerns the hotel, the restaurant, a guest's stay or something else.
The agent is integrated with two systems at once: Hotres (rooms) and Choice (restaurant). In a single call it can book a room and a dinner table right away.
Availability and prices come only from the systems' responses — the agent never quotes a date or rate "from memory".
For a room booking the agent settles the dates, number of guests, bed type and breakfast option, checks live availability, gives the price and finalises the booking in Hotres.
For a table booking it settles the date, time, party size and duration, checks free seats and saves the booking in Choice along with notes (window table, child's chair).
The agent also serves guests already in the hotel: taxi requests, sauna, quiet in the room, help with the TV, service tickets.
Anything beyond its scope — complaints, changes to existing bookings, group and long stays — is handed to reception together with the call context, not "cold".
Calls run in Polish by default, switching automatically to English when the guest speaks another language.

Results

216

calls handled

in August, on one number for the hotel and the restaurant

44

confirmed bookings

33 room bookings and 11 table bookings

87%

call success rate

per automated call quality evaluation

84%

calls without reception

only 16% of calls needed a transfer to a human

~72

system queries

availability checked live in Hotres and Choice

24/7

phone availability

around 280 minutes of calls per month in total

We run a hotel and a restaurant on one phone number, so before we rolled out the agent, reception was constantly switching between the two. Now the agent recognises what the call is about by itself, checks availability in Hotres and Choice and finalises the booking — in August there were over 40 of them, counting rooms and tables. Reception finally has time for the guests who are actually here, not just for the phone.

Wiesław Mielczarek

General Manager, Park Hotel Brzeg