Grilled salmon + seasonal salad
- Received10:30
- Forwarded10:30
- Completed10:58
Horecas Concierge
Guests message you on WhatsApp. Requests reach the right team.
Guests write to your hotel on the WhatsApp they already use. There is no app to download and no account to create. Concierge answers questions with the information your hotel provides and passes service requests to the right department. Your team manages conversations and requests on the web.
- Guest (21:04): Guten Abend! Könnten wir bitte zwei zusätzliche Handtücher bekommen?
- Horecas (21:04): Guten Abend! Sehr gern. Ich habe Ihre Anfrage an unser Housekeeping-Team weitergeleitet.
Illustrative screen · Sample data
Requests
The same request on your team’s Requests screen. The assistant always writes request titles in Turkish; the panel interface is also available in English.
Illustrative screen · Sample data
- No app to downloadGuests write to your hotel on WhatsApp.
- In the guest’s languageThe assistant replies in the language the guest writes in.
- Managed on the webThe panel opens in a browser on desktop or phone.
Scenarios
What the guest writes, and what your team sees
Each scenario shows the guest’s WhatsApp conversation on the left and the same moment on your team’s side on the right; some conversations are example screenshots in Turkish. Times are for illustration; service times differ by hotel and by request. On screen, request titles reach your team in Turkish; they are shown in English here so you can follow the example.
Example conversation in Turkish
The assistant gives room service hours from your hotel’s information and suggests options from your menu. The order is only opened once the guest confirms, and then lands on the room service team’s Orders screen.
What the hotel team sees
On the team’s side
- 10:30Question answeredRoom service hours came from your hotel’s information; no record was opened.
- 10:30Order receivedThe order was opened once the guest confirmed: grilled salmon with a seasonal salad.
- 10:30Sent to Room ServiceThe order landed on the team’s Orders screen.
- 10:58DeliveredThe team delivered the order to the room and closed it.
Example conversation in Turkish
The guest’s requests are gathered in one ticket: with the guest’s agreement, a blanket and towels are added to the cot and bath. The request goes to Housekeeping and closes once the items are in the room.
What the hotel team sees
Baby cot, baby bath, extra blanket and baby towels
- Received10:30
- Forwarded10:30
- Completed10:52
On the team’s side
- 10:30Request openedBaby cot, baby bath, extra blanket and baby towels were gathered in one request.
- 10:30Sent to HousekeepingThe department’s first-response and resolution timers started.
- 10:34AssignedThe department manager gave the request to a room attendant.
- 10:52CompletedThe items were left in the room; the attendant closed the request and the guest gets an update.
Illustrative conversation
- Guest (14:32): The air conditioning in our room isn’t cooling. Could someone take a look?
- Horecas (14:32): Thank you for letting us know. I’ve passed this on to our maintenance team; they will check your room.
- Guest (14:41): Great, I’m in the room.
- Horecas (15:03): Your request has been completed. If anything else comes up, just write to us here.
The fault goes to maintenance and every step is time-stamped. Had the target time passed, the request would have been flagged and its priority raised.
What the hotel team sees
Air conditioning not cooling
- Received14:32
- Forwarded14:32
- Completed15:03
Time tracking
- Response6 / 15 min (target)
- Resolution31 / 120 min (target)
On the team’s side
- 14:32Ticket openedThe message was classified as a technical fault.
- 14:32Forwarded to MaintenanceResponse target 15 min, resolution target 120 min.
- 14:38Assigned to a technicianAssigned in 6 minutes, within the response target.
- 15:03CompletedResolved in 31 minutes; the guest was notified.
Example conversation in Turkish
The assistant gives the spa hours from your hotel’s information. The time the guest picks becomes a booking request in Wellness, waiting for approval; the spa team confirms it.
What the hotel team sees
Aromatherapy massage · 50 min
- Received10:30
- Forwarded10:30
- Completed10:41
On the team’s side
- 10:30Question answeredSpa opening hours came from your hotel’s information; no record was opened.
- 10:30Booking request openedTime and treatment were captured in one request: today at 18:00, a 50-minute aromatherapy massage.
- 10:30Sent to WellnessThe request joined the spa team’s list awaiting approval.
- 10:41Confirmed by the spa teamA therapist and treatment room were reserved and the booking is on the calendar; the guest is told on WhatsApp.
This flow works with Horecas Wellness. In hotels without Wellness, the request opens as a booking request that the spa team follows up. Explore Horecas Wellness
Example conversation in Turkish
A late check-out request reaches the Front Office as a ticket, with the requested time on it. Once the guest confirms, the front office records the late check-out and closes the request.
What the hotel team sees
Late check-out · until 14:00
- Received10:30
- Forwarded10:30
- Completed10:36
On the team’s side
- 10:30Request openedThe late check-out for tomorrow was logged as a Front Office request.
- 10:30Sent to the Front OfficeThe request landed on the front office screen as a timed task.
- 10:30Guest confirmedThe guest approved the late check-out until 14:00 in the same chat.
- 10:36RecordedThe front office recorded the late check-out and closed the request.
Illustrative conversation
- Guest (19:48): It’s my wife’s birthday and I’d like to arrange a small surprise in the room. Could I speak to someone?
- Horecas (19:48): Of course. I’ve passed your request to our front office team; a colleague will write to you here.
- Selin · Front Office (19:51): Good evening, this is Selin. Were you thinking of a cake, or flowers with a short note? Let’s plan the timing together.
- Guest (19:53): A cake and a note would be perfect. Around 21:00 would be great.
- Selin · Front Office (19:54): Noted. Your cake and note will be in your room at 21:00. Enjoy the evening!
When a guest asks to speak to someone, the conversation is handed to the team. Once a staff member takes over, the assistant stays silent and the guest carries on in the same chat.
What the hotel team sees
Live conversationStaff: Selin
Room 305 · Guest
Guest asked to speak to staff
- Received19:48
- Forwarded19:48
- Completed19:54
On the team’s side
- 19:48Message receivedThe assistant understood that the guest wants to speak to a person.
- 19:48Waiting for staffFront office is notified with a sound alert; the chat moves up the list.
- 19:50Selin took overThe assistant no longer replies in this conversation.
- 19:54Request handledThe conversation can be handed back to the assistant at any time.
Answers from your hotel’s information, clear work for your team
Concierge works for both sides of the conversation: guests are answered with the information your hotel has entered, questions the assistant cannot answer go to your team, and your team can see who is handling what.
Answering guests
The assistant describes your hotel and does not make things up.
Answers from your hotel’s information
The assistant only uses what you enter in the panel: opening hours, Wi-Fi, policies, services, menus, rooms and public areas, and the guest’s own stay. When it doesn’t know something, it says so and passes the question to your team. Once you add the answer, it uses it next time.
In the guest’s own language
The assistant replies in whichever language the guest writes in, and switches if the guest does. Your team sees the request as one short summary in Turkish.
- DEKönnten wir bitte zwei zusätzliche Handtücher bekommen?
- ENCould we get two more towels, please?
- RUМожно, пожалуйста, ещё два полотенца?
- ARهل يمكن إحضار منشفتين إضافيتين من فضلك؟
The task your team seesHousekeeping
[Oda 305] Misafir iki adet ek havlu istiyor.
Room 305 · Guest requests two extra towels.
Each guest is answered in their own language; your team gets one short summary per request, written in Turkish.
Work for the team
Requests go to the right place, and delays become visible.
Routed to the right department
Amenities and cleaning go to housekeeping, faults to maintenance, transfers and tours to the concierge desk, late check-out to the front office. A message with several requests is split into separate tasks.
Status and delay tracking
You set a response time and a resolution time for each department. Overdue requests are flagged in the panel, their priority goes up and the person responsible is alerted. Unanswered guest messages are also checked at regular intervals.
A clear, traceable record
Every request is logged with the room, guest, time, department and assignee, and links straight back to the conversation. Requests, orders and complaints are kept in separate lists.
People and services
Staff step into the conversation when it matters.
Staff can take over
When a guest asks for a person, or a topic such as a complaint or payment needs staff, the conversation is marked “waiting for staff”. A team member takes it over and can hand it back to the assistant when done.
Promoting services and upselling
When a guest asks about the spa, room service, transfers or a stay package, the assistant answers with the details your hotel has entered. Interest turns into a request or an order; room service orders reach the team only after the guest confirms.
A sample day
A sample day in Concierge
These figures are not results from a real hotel; they are a sample summary of how a day in Concierge might look. There is no ready-made report screen in the panel: the live summary of the day appears on the Dashboard, and you can ask HORECAS AI more detailed questions. Assumption: a 120-room city hotel on a weekday (the same sample day as on our home page).
Sample data
- Conversations answered
- 96
- Service requests opened
- 42
- Requests completed
- 38
- 4 still open
- Average time to complete
- 22 min
- 312 guest messages
- 118 information questions answered without a ticket
- 7 conversations taken over by staff
- 3 requests passed their target time
| Requests by department | Completed | Open |
|---|---|---|
| Housekeeping | 17 | 1 |
| Maintenance | 7 | 2 |
| Front Office | 8 | 0 |
| Concierge desk | 3 | 1 |
| Spa | 3 | 0 |
| Average time to complete vs. department target | Average (min) | Target (min) |
|---|---|---|
| Housekeeping | 16 | 30 |
| Maintenance | 41 | 120 |
| Front Office | 11 | 30 |
| Concierge desk | 24 | 60 |
| Spa | 35 | 60 |
| Hour | Messages |
|---|---|
| 00:00 | 4 |
| 01:00 | 2 |
| 02:00 | 1 |
| 03:00 | 1 |
| 04:00 | 0 |
| 05:00 | 2 |
| 06:00 | 5 |
| 07:00 | 12 |
| 08:00 | 22 |
| 09:00 | 24 |
| 10:00 | 20 |
| 11:00 | 16 |
| 12:00 | 13 |
| 13:00 | 12 |
| 14:00 | 14 |
| 15:00 | 15 |
| 16:00 | 16 |
| 17:00 | 17 |
| 18:00 | 19 |
| 19:00 | 22 |
| 20:00 | 24 |
| 21:00 | 22 |
| 22:00 | 16 |
| 23:00 | 13 |
How much of your team’s time goes on repeat questions?
Breakfast times, the Wi-Fi password, parking, check-out time… Reception hears the same questions every day. Enter your own estimates; the calculator shows the formula and the assumptions in full.
- Your reception and guest relations teams can help you estimate the daily number of questions.
- Time per question includes finding the answer, replying and making a note.
- The share that can be answered automatically depends on how much information is entered in the panel.
Calculate with your own assumptions
Estimate based on your assumptionsEstimated time saved per day
1 h
Over 30 days30 h
Formula: 60 questions × 2 min × 50% = 1 h
This is an estimate based on the assumptions you enter; it does not show your hotel’s actual results. The time is the team’s combined time spent on these questions.
Setup is done together with the Horecas team
You tell us about your hotel; entering the information, defining departments and training the team are done together with the Horecas team. How long it takes depends on the size of the hotel and how ready the information is.
Introduction and demo
We talk about the questions your guests ask most, your departments and how you use WhatsApp today, then show Concierge through those processes.
Hotel information
Opening hours, Wi-Fi, policies, rooms and public areas, services, menus and frequently asked questions are collected with a setup form. The assistant uses only this information.
Departments and team
Departments, users and roles are set up, with a response and resolution time for each department. Team members are invited by email.
WhatsApp line and guest list
Guests write to your hotel through the Horecas WhatsApp line. In-house guests are added to the panel manually or with an Excel file, and welcome messages are sent from these records.
Testing and training
The assistant’s answers are tested together before guests see them. The Horecas team walks front office and department users through the panel.
Telling guests
The line is shared with guests through room cards and the welcome message. Questions the assistant can’t answer are collected in a list; as you answer them, it knows more.
Questions about Concierge
If your question isn’t answered here, we can talk it through in a demo or by email.
Email: info@horecas.com
Do guests need to download an app or create an account?
No. Guests write to the hotel from the WhatsApp they already have on their phone. Your team manages conversations and requests in a panel that opens in the browser.
What does the assistant do when it doesn’t know the answer?
It doesn’t guess. It says it doesn’t know and passes the question to your team. Once you enter the answer in the panel, it can be sent to the guest and the assistant uses it from then on.
Which languages does it reply in?
The assistant replies in whichever language the guest writes in. We can go through the languages used for standard notifications, such as booking, check-in and check-out messages, in a demo.
Does the assistant take bookings or give confirmations?
It doesn’t take room bookings or promise prices, times or confirmations. It passes the guest’s request to the right team; confirmations and outcomes come from your staff. Guests asking to book a room are pointed to your hotel’s booking channels.
When does a staff member step in?
Whenever they want. When a guest asks to speak to someone, or a topic such as a complaint or payment needs staff, the conversation is marked “waiting for staff”. Once a staff member takes it over, the assistant stops replying.
What happens if a request runs late?
Each department has a response time and a resolution time. Overdue requests are flagged in the panel, their priority goes up and the person responsible is alerted. Guests are not sent an automatic delay message.
Can it connect to the hotel systems we use?
Today, guest and stay details are added to the panel manually or with an Excel file. Let’s talk about your systems and what you need in a demo.
Who does the setup?
The Horecas team. Collecting your hotel information, setting up departments and training your team are all part of the setup.
Further reading on guest communication
WhatsApp messaging, request tracking, multilingual guests and complaint handling.
Our articles are currently available in Turkish.
Otellerde WhatsApp ile misafir iletişimi nasıl yönetilir?
WhatsApp üzerinden gelen misafir sorularını ve hizmet taleplerini düzenli bir iş akışına dönüştürmek için dikkat edilmesi gerekenler.
Demo
See Concierge with your guests’ questions
In a demo, we’ll talk about what your guests write about most and how your departments work, and look at how Concierge handles it together.
Request a Demo
or email info@horecas.com