Reservation triage
Inbound across phone, OTA, direct and WhatsApp consolidated, confirmed and reconciled with the PMS.
Industry
Hospitality
Reservations, guest requests and housekeeping ops with AI.
The sector reality
How the sector operates today.
Guests measure a hotel by how fast it responds. The booking confirmation, the room-ready text, the answer to a 2am request — every minute of friction is felt in the next morning's review and the next year's repeat-guest rate.
The front desk is buried under inbound flow. Phone, OTA channels, direct email, WhatsApp, walk-ins — all converging on a small team that also handles check-in, check-out, complaints and the occasional crisis. Routine smothers attention.
Handoffs are where service breaks. Reception logs a maintenance request, housekeeping does not see it, the guest calls again at midnight to remind. The hotel had the information; the operation lost it between two systems.
Operational data is scattered across channels nobody reconciles. PMS says one thing, the OTA says another, the supplier invoice does not match the room nights billed. Auditors and owners get summaries that already smoothed over the gaps.
Where Sommatic fits
A cognitive layer that shapes itself to your operation.
Sommatic absorbs the inbound flow so reception can focus on the guest in front of them. Reservations, OTA confirmations, special requests and routine questions get classified, answered or routed in seconds — under your service standards.
Housekeeping and maintenance receive structured tasks instead of forwarded screenshots. A request raised by a guest, a recurring deep-clean, a supplier delivery — all reach the right team with priority, room number and the context they need.
The team stays focused on hospitality, not coordination. The cognitive layer holds the routine, escalates judgment calls, and leaves an evidence trail every operator and auditor can follow.
Patterns become visible. Same complaint twice from the same room? Maintenance gets flagged. Spike in late check-ins from a channel? The script for next time is already drafted. The hotel learns from its own operation instead of repeating its own mistakes.
Common workflows
The first things the cognitive layer starts operating.
Housekeeping routing
Room status, deep-clean cycles and guest requests turned into prioritized tasks with full context.
Maintenance triage
Issues reported once and tracked end-to-end. Recurring problems flagged before they become reviews.
OTA reconciliation
Channel bookings, commissions and room-night invoices reconciled against the PMS with exceptions raised.
Guest feedback
Reviews and post-stay surveys triaged, drafted for response and turned into operational signals.
What you will see change
Three things your team will notice first.
The front desk breathes
Routine inbound flow gets absorbed. Reception spends its time with the guest, not the inbox.
Handoffs stop dropping
Maintenance and housekeeping receive context they can act on. Guests stop having to ask twice.
Reviews trend up
Faster responses, fewer dropped requests, better follow-up — the rating curve moves before the next season.
Where you start
Your recommended entry point.
Start with reservation routing and guest-request triage. Add housekeeping and supplier ops once the front desk has its rhythm back.