Concierge Applications
A guest arrives in their room after a 12-hour flight. It’s 11pm, they’re hungry, but they have no desire to pick up the telephone to order a club sandwich in their rudimentary French. So they order nothing. The following day, they would have gladly booked a massage, but the spa closes at 6pm and they were in a meeting.
Result: two revenue opportunities lost, a guest who departs without having truly enjoyed the establishment’s services. At reception, it’s the opposite of calm: the telephone rings with requests that could be handled otherwise: an extra towel, breakfast times, a taxi booking. Each call interrupts the welcoming of a new guest or the handling of a more complex request.
Teams juggle between face-to-face service and the telephone, with peaks impossible to absorb. And meanwhile, the ancillary services: spa, restaurant, excursions: remain underutilised because information doesn’t reach the right guest at the right moment.
This solution belongs to the Customer & User Portals family.
Challenges holding back your performance
Paper directories in rooms are never up to date and end up in a drawer. QR codes that redirect to a PDF of the room service menu frustrate more than they serve. Some establishments have attempted downloadable applications: installation rates below 8%, and those who do install uninstall upon departure. Messaging systems integrated into PMS exist, but they are designed for reception, not for the client: dated interfaces, no notifications, laborious user journeys.As for general online ordering solutions, they know nothing of hotel logic: no link to the room number, no billing to the stay, no management of spa time slots or restaurant availability.
Our Technical Approach
Our approach is founded upon a simple principle: zero downloads, zero friction. A QR code in the room instantly opens a complete web interface, already contextualised to the room number. The guest orders room service with actual kitchen hours, books their spa slot whilst viewing real availability, sends a message to reception without waiting for someone to answer.
On the team side, everything arrives on a single interface: tablet at reception, notification in the kitchen, alert at the spa. Each request is tracked, time-stamped, assigned. We know who handled what, and how long it took. The system adapts to your actual catalogue: if you only offer room service until 22:30, that is what the guest sees.
If the spa is fully booked on Tuesday, the slot does not appear. The intelligence lies in permanent contextualisation, not in the accumulation of features.
Online room service ordering
Hotel activity bookings
Messaging with reception
Technical Architecture
Identify the user, let them act on their own, keep them informed: VIP Member Portal and One-Stop Citizen Service Centres work the same way.
- Online room service ordering
- Hotel activity bookings
- Messaging with reception
Smooth and frictionless integration
The platform connects to your existing PMS to retrieve stay information and enable billing to the room account. No replacement of your tools: we interface with Opera, Mews, Misterbooking or others via API or import. Deployment begins with one or two service categories: typically room service and messaging: before extending to activities.
Teams are trained in half a day. QR codes are generated for each room, which can be integrated into your existing materials.
Audit of existing services
We map your offerings (room service, spa, activities), your actual operating hours, your operational constraints and your current PMS.
Configuration and integration
Configuration of the platform with your catalogue, connection to the PMS for billing, generation of QR codes per room.
Training of teams
Half a day with reception, kitchen and spa to master the management interface and request handling.
Gradual deployment and adjustments
Launch on one floor or wing, collect field feedback for a fortnight, then extend to the entire establishment.
Measurable results for your organisation
- 25 to 40% increase in room service orders across deployed establishments
- 60% reduction in calls to reception for simple enquiries
- Spa booking rate up 35% thanks to visibility of available time slots
- Client enquiry response times reduced from 8-12 minutes to under 3 minutes
- Client platform utilisation rate exceeding 70% with no download required
- Complete traceability of requests to identify peaks and adjust staffing levels
Clarifying your decision-making
Our clients have a high average age, will they actually use a QR code?
QR codes have become familiar across all age groups since the pandemic, restaurant menus having accustomed everyone to them. The telephone is always kept as an alternative channel. In practice, adoption is strong even among the over-60s, precisely because it is less intimidating than making a call.
How does it work if our room service menu changes regularly?
A back-office lets you change dishes, prices and availability yourself. Changes appear immediately, with no need to contact us, and one member of your team can be trained on day-to-day management in under an hour.