Industries / Hospitality

Service worthy of your property, at any hour.

For luxury hotels and independent properties: booking requests, guest expectations, and additional services handled promptly, with your teams free to welcome guests.

Book a scoping callSee the use cases
01 / Day-to-day at a hotel

Front desk teams pulled in every direction

"A booking request comes in by email at 11pm. We reply the next day at noon, and the guest has booked elsewhere."

Direct bookings are lost to the online platforms.

"Parking, opening hours, airport transfers: we answer the same questions all day."

The front desk spends less time with the guests who are actually there.

"Our guests would book a dinner or a treatment, but nobody offers it before they arrive."

Additional revenue depends on how busy the team is.

"The PMS, the channel manager, and our emails don’t talk to each other."

Every detail is re-entered, with a risk of errors on the stay.

02 / Use cases

What we set up at a hotel

01Capture & follow up

Handle booking requests

Situation

Requests come by email, form, WhatsApp, and social media, often outside front desk hours and in several languages.

What Heralink sets up

  • Immediate reply in the guest’s language, at any hour.
  • Request qualification: dates, party size, room type, occasion.
  • Availability and rates proposed from the PMS.
  • Special requests and groups passed to the front desk.
Expected result

More direct bookings, and requests handled even overnight.

Booking requests — today
Suite · 3 nights · BirthdayQualified
Availability sent · awaiting reply
WhatsApp · 11:40pm · EnglishAnswered
Deluxe room proposed
Group · 12 rooms · Corporate retreatFront desk
Passed to sales team
02Automate

Concierge and stay preparation

Situation

Before and during the stay, guests ask the same questions and request services that the front desk arranges by hand.

What Heralink sets up

  • Pre-arrival message to prepare the stay.
  • Answers to practical questions: access, parking, hours, services.
  • Taxi and airport or station transfers booked and confirmed to the guest.
  • Requests needing a personal touch passed to the concierge.
Expected result

Well-informed guests before they arrive, and a concierge focused on high-value requests.

Concierge — today
Airport transfer · Arrival 2pmConfirmed
Taxi booked · driver details sent
EV charging available?Answered
Charger available · reserved
Food allergy · DinnerConcierge
Passed to the restaurant
03Automate

Offer additional services

Situation

Upgrades, dinner, spa, early check-in: these services sell well when offered at the right moment, which rarely happens for lack of time.

What Heralink sets up

  • Personalized offers based on the guest profile and occasion.
  • Sent at the right moment: at booking, a few days before arrival, during the stay.
  • Accepted services booked directly, with confirmation to the guest.
  • Additional revenue tracked by service.
Expected result

Higher revenue per stay, without sales pressure on the team.

Additional services — this week
Suite upgradeAccepted
Stay on the 14th · +€180
Restaurant dinner · BirthdayBooked
Table for 2 · 8pm
Spa treatment · Arrival D-2Offered
Message sent to guest
04Custom

Integrate your tools

Situation

PMS, channel manager, booking engine, messaging, and CRM run separately. The team re-enters guest details.

What Heralink sets up

  • Connection to the PMS and booking engine.
  • Enriched guest profile: preferences, past stays, occasions.
  • Email, WhatsApp, and social messages in one place.
  • Reporting on direct bookings and additional revenue.
Expected result

A complete view of every guest, and a team that no longer re-enters data.

Syncs
PMS → Guest profilesReal time
8 arrivals today · preferences up to date
Messaging · 3 channelsUnified
24 conversations this week
Booking engineHourly
Availability synced
03 / The streamlined journey

From booking request to loyal guest, without gaps

  1. 01
    Request
  2. 02
    Booking
  3. 03
    Preparation
  4. 04
    Stay
  5. 05
    Services
  6. 06
    Loyalty
04 / Your tools

We integrate the solution into your existing environment rather than imposing a new tool.

  • PMS
  • Channel manager
  • Booking engine
  • WhatsApp
  • Email
  • Social media
  • CRM
  • Transport partners
05 / FAQ

Frequently asked questions

Yes. Tone, vocabulary, and level of formality are defined with you and approved before going live.

Let’s identify what will most improve your guests’ experience.

A free 30-minute scoping call to review your bookings, concierge service, and tools.

Book a scoping call