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Front of house
Deskwhere guest signal begins.
The front-of-house surface of the operating layer — every guest and partner conversation, in context, with the next move and the next margin already attached.
Desk consolidates the channels your guests and your booking partners actually use into one timeline. Booking confirmations, OTA chats, WhatsApp threads, corporate inquiries and post-stay reviews land in one inbox with the full booking, stay history, partner contract and live revenue contribution attached. Fewer tabs, faster handovers, sharper rate calls, and a record an auditor can follow.
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In the suite
Desk as it lives in the platform.
The surface your front office, controller, or chef actually opens. Same context, same data, same governance — wherever they sit in the property.
What it does
Built around how
the work actually moves.
Unified guest and partner inbox
Every guest channel — email, SMS, WhatsApp, OTA chat, review — and every partner channel — OTA market manager, corporate account, travel agency, wholesaler — threads into one timeline. The thread carries the reservation, the contract, the prior stays and any open ticket from Flow.
- Guest and partner channels in a single inbox
- Threads attached to reservation, folio, and contract
- Open Flow tickets surface inline with the message
- Cross-channel search across years of history
Sentiment, intent and risk scoring
Desk reads every inbound message and scores tone, escalation language and complaint patterns before they reach a review. A pre-checkout grumble in a Booking.com chat becomes a recovery ticket while the guest is still on property. A negative trend across a partner's stays becomes a flag for the next rate call.
- Per-message sentiment and rolling thread temperature
- Complaint, refund and legal language flagged early
- Risk score promotes the thread to a manager queue
- Trend lines per guest, per channel, per booking partner
Partner performance and rate dashboards
Every booking partner — OTA, corporate account, travel agency, wholesaler — gets a live revenue scorecard. Bookings, ADR, conversion rate, lead time, cancellations and the actual margin after commission, all in the same surface as the open inbox and the rate they were last offered. The next rate call has the receipts.
- Per-partner revenue, ADR, RevPAR contribution and margin
- Conversion rate, lead time and cancellation history
- OTA commission and contracted-rate visibility
- Rate-renegotiation surface with sourced talking points
Governed AI replies
Drafts are written against your tone guide, your refund policy and your manager-approved templates — never freelanced. Agents accept, edit or hand off; nothing reaches a guest or a partner without a human or a rule the property explicitly signed off on.
- Reply drafts grounded in property policy and tone
- Template library curated by the GM, versioned in Command
- Auto-send only when a Command rule allows it
- Every draft, edit and send recorded in the audit log
How it works
From signal
to outcome.
Every Desk workflow begins as a real event in the property — and arrives in the records with its context already attached.
- 01
Ingest
Guest and partner channels connect once and route into a single inbox keyed to the reservation or the contract.
- 02
Read
Sentiment, intent and risk are scored on arrival; the thread is tagged, prioritised and assigned by rule.
- 03
Draft
A grounded reply is suggested using property tone, policy and prior guest or partner context — never raw model output.
- 04
Resolve
Agent sends or hands off; outcomes feed Flow recovery, Clarity revenue impact, partner scorecards and Command audit.
Plays well with
Sits inside
the stack you already run.
- Mews
- Cloudbeds
- Opera Cloud
- Booking.com
- Expedia
- Airbnb
- WhatsApp Business
- Twilio
- Revinate
- HubSpot
- Salesforce
- Microsoft Outlook
- Gmail
- Cvent
- Amadeus Demand360
What changes
The operating reality,
shifted by a degree.
Recovery before review
Negative signals are caught and routed to Flow before the guest reaches the survey field.
Partner scorecards that move rates
Per-partner revenue, margin and conversion read alongside the inbox — the next rate call walks in with evidence.
One record an auditor can follow
Every guest interaction, partner thread, draft, edit and approval is captured in the audit log.
Bring Desk into the operating layer
Run the front of house on one surface, with one memory.
Move guest signal and partner conversations off your inbox and onto the operating layer — where every thread carries its booking, its history, its margin and its next move with it.