The challenge
Guests ask for the same things all day: breakfast hours, extra towels, a late checkout. Each ask has to reach the right team, in the guest’s language, without anything getting lost.
What was built
- Hotel knowledge prepared from the hotel’s own public information, for the hotel to review
- A guest screen that shows the right card while the guest speaks or types
- Housekeeping and maintenance requests that become tracked tasks with a reference and room
- A team workspace with takeover, private notes and overdue flags
- Guest access tied to the stay, ending at checkout
- Setup by form, with a quality check and approval before anything goes live
How a request flows
Request ledger / Room 205Illustrative
1
A guest asks.
“Could we have two extra towels?”
2
VOCA records the request.
Room 205 · Two towels · Housekeeping
3
The team is notified.
A clear task, ready for acknowledgement.
What is and is not measured
This is a pilot build, not a finished deployment. Here is exactly where it stands.
| Item | Status | Notes |
|---|---|---|
| Guest concierge, voice and typed | Built | Exercised on live test calls by the project team. |
| Requests, statuses, team workspace | Built | Accept, escalate, take over, private notes. |
| Arabic voice quality | Not yet measured | Arabic screens exist; spoken Arabic needs listening review with native speakers. |
| Time to first answer | Not yet measured | Early calls showed delays we are working to reduce. No figure is published. |
| Guest adoption, staff time saved | Not yet measured | Requires a period of real use against agreed measures. |
| Hotel approval to publish | Pending | The hotel’s name and this page stay unpublished until approved. |
What is next
Connecting the hotel’s property and booking systems is scoped separately. Until then, dining, spa and transfers are handled as requests confirmed by a person.