ITB 2022 Special Reporting
Stay Firmly Ahead of Guests' Wants and Needs
By John Smallwood
Thursday, 4th August 2022

A solution to help secure lifelong returning hotel guests: A good hotel is always a few steps ahead of its guests.

Any experienced concierge will tell you that it pays dividends to anticipate guests' needs before they may even be aware of them.

If a guest is checking in for a one-night stay, make them feel welcome by offering a later checkout time to better suit their schedule. If a family arrives around dinner time, hand them their room keys with a list of restaurant recommendations, and offer to have the concierge call ahead and make reservations if needed.

Simple anticipatory actions, like offering an umbrella to guests on the way out of the door when the forecast suggests rain go a long way and help secure lifelong returning customers.

Bella™, The Virtual Hotel Agent™ (Bella), helps your hotel staff stay firmly ahead of their guests' wants and needs as the first-ever Artificial Intelligence-powered voice bot designed specifically for the hospitality industry.

Crossing Language Barriers

The hospitality industry is a global industry, and hotel staff likely encounter dozens of languages monthly. While many hotels strive to have bilingual and multilingual workers on staff, it can be difficult to communicate across language barriers for most hotel employees. When your staff doesn’t speak the same language as your guests, it is hard to anticipate their needs.

Bella helps hotels bridge the language gap. When a guest calls, and Bella answers, she understands no matter what language they speak. Bella has been programmed with a new model of Natural Language Understanding software based on human conversations, resulting in a powerful new way for her to understand what guests are requesting, and for her to provide the correct answer.

Bella features API interfaces with many common hotel software platforms, and her ability to work in different languages is an added advantage that will help hotels curb labor costs and address language barriers at the front desk and in the reservation department.

Answering the Top Hospitality FAQs

Bella is specifically programmed to answer the hospitality industry's top FAQs to help your hotel better meet guests' needs.

In a recent study, a hotel chain with more than 800 hotels found that 91% of emails/messages have one of the same 18 questions. Another chain with 30 hotels found that 63% of emails/messages have one of the same 8 questions. An additional study found that more than 50% of pre-stay and in-stay requests from online travel agencies such as Expedia go unanswered.

When asked at the 2022 Hospitality Industry Technology Exposition and Conference (HITEC®) in Orlando, Kimberly Samuelson, Director of Digital Business Development at Travel Outlook said, “Thanks to Bella, hotels can now program her to answer 100 property-specific FAQs. Bella will help anticipate guests' needs before they even arrive by answering their most pressing Frequently Asked Questions when they call.”

Beyond Bella’s ability to answer customers' FAQS, she has an unparalleled ability to communicate naturally and effectively. The team behind Bella used social media, pop culture, and movies to develop Bella’s flawless natural tone. When callers hear Bella’s voice and conversational manner, they’re don’t hear a robotic voice bot, they hear a familiar voice with a conversational tone.

Allowing Staff to Focus on Current Guests

When the phone lines are manned by the hospitality industry’s first, AI-powered virtual agent, hotel staff can shift their attention off the phone lines and to current guests.

Bella answers up to 60% of front desk department calls. Bella taking over the bulk of the work of the front desk allows properties to refocus their staff around current guests to better anticipate their needs.

Precise Guest Insight™

Bella can also anonymize caller information and collect questions for hotel management, providing a 100% accurate report on why guests are calling.

Precise Guest Insight™ allows hotels to gather valuable data on callers without revealing call identity and use that data to further predict and meet each guests’ needs.

Bella represents the next generation of hospitality-specific tech. Given the high cost of labor, Bella is quickly becoming the most effective solution to consider for your property’s voice channel. Find out how artificial intelligence can improve your hotel’s voice channel. Visit Bella™, The Virtual Hotel Agent™ to learn more.

About John Smallwood, President of Travel Outlook

A veteran in the hospitality industry, John has owned, developed, and managed hotels for many years. After earning a BBA from New Mexico State University, he started his career with AT&T, gaining invaluable insight and experience in the early years of the data revolution. His experience in technology and hospitality merged in his development of Travel Outlook, the world-class hospitality contact center. More recently, he has branched out with the creation of ExpressRez, the premier contact center for the Bed and Breakfast industry, and with the creation of Bella, the first AI-powered voice bot for the hotel industry.

About Travel Outlook, The Hotel Call Center as a Hotel Profit Center™

Given its progressive approach to the voice channel – in terms of performance, training, transparency, testing and the tools used to measure performance – Travel Outlook, The Hotel Call Center as a Hotel Profit Center™ is the leading voice reservations team in hospitality. Travel Outlook’s valued client list includes Viceroy Hotel Group, Curator, Outrigger, KSL Resorts, Proper Hospitality Group, Pacific Hospitality Group, Highgate Hotels, Atlantis, The Irvine Company, Catalina Island, and many others. Travel Outlook’s team and approach increases sales conversion and helps to create more effective voice communication between hotels and their guests, resulting in improved social scores in addition to increased voice channel revenue. www.traveloutlook.com.

About Bella™, The Virtual Hotel Agent™

Bella is an AI powered virtual call center agent that represents the next generation of voice bots designed specifically for the Hospitality industry. Bella has been programmed using a breakthrough approach to voice bots, a system built from human conversations. Using social media, chat forums, and movie dialogue, Bella learns from billions of casual human conversations to understand human inflections and multi-turn queries. This revolutionary approach means Bella understands callers no matter what they say, when they say it, or how they speak. Bella can answer FAQs specific to your property, understand multiple languages, route calls, send follow up texts, and more.

Media Contact: Raul Vega, President, LEVEL 5 Hospitality, LLC


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