How to Prepare an AI Concierge With Your Hotel's Information

To prepare an AI concierge, gather the information your front desk already uses to answer guests, meaning services, hours, policies and who takes each case. Start with confirmed facts only, and decide from the beginning which questions a person should handle.

Creating the agent and putting it to work are two different moments. With Contler you can create your AI Concierge in under two minutes, and it is answering guests in under 24 hours. That speed does not replace reviewing what it is going to tell your guests.

Start with the questions your front desk already gets

You do not need to write an encyclopedia of your hotel. Ask your team to note, over a few days, the questions that come up again and again, and split them into two groups.

The first group holds questions answered with stable information, such as where breakfast is served or what time check-out is. The second holds the ones that require checking availability, authorizing an exception or making a decision, such as confirming a spa booking or approving a late check-out.

That split tells you where to begin. The first group is natural material for an AI concierge. The second needs clear rules or a person.

How to prepare an AI concierge with a simple inventory

Organize the information by area. For each one, note what to gather and what you need to verify before using it.

• Arrival and departure. Gather check-in and check-out policies, location and directions. Verify how early arrivals and exceptions are handled.
• Services. Gather breakfast, restaurants, gym and the other services that are actually available. Verify current hours, conditions and who is responsible for each.
• Requests. Gather how guests ask for housekeeping, maintenance and special needs. Verify who receives each request and when a person steps in.
• Rules. Gather pet, accessibility and house policies. Verify that the wording is approved and which cases require review.
• Contacts. Gather the official channels for the front desk and each area. Verify that they are current and can be shared.

Do not include a service just because other hotels usually have it. And do not fill a fact you do not know with a guess. A useful answer starts with reliable information.

Write answers that actually solve the question

A good answer gives the fact first and the conditions after. If a guest asks where to have breakfast, a line like "we offer an excellent dining experience" does not help. Knowing the place and the hours does.

A simple structure keeps all your answers consistent.

1. The answer, with the fact that solves the question.
2. The condition, if there is a real limitation or exception.
3. The next step, with the contact or action that applies if the case needs help.

This structure is a writing recommendation. It does not describe buttons or fields in the platform.

Decide what a person should handle

Before testing the agent, agree with your team on which questions should not be closed with an automatic answer. A sensitive complaint, an emergency, an exception to a policy or a request that depends on availability nobody has confirmed are good candidates for that list.

The goal is not to keep guests away from your people. It is to solve repetitive questions with clear information and leave judgment calls to the people who have the judgment. According to the AI Concierge page, staff receive a real-time alert when a task needs a human touch. If you want to see what a good handoff to a person looks like, I covered it in this article on handoffs.

Keep information and integrations apart

Sharing the spa hours is not the same as booking a slot in the spa system. Contler's website describes two ways of working, a standalone one that answers questions without heavy IT involvement, and an integrated one connected to the PMS, POS and other hotel tools.

For this first stage, it is enough to be clear about which questions you want answered. Which actions need a connection to other systems is a separate conversation, and it is best not to promise it to guests on the same timeline as creating the agent.

Run a small first test

Before opening the agent to every guest, ask it sample questions that reflect your daily operation. A common question, an ambiguous request, a missing fact and a case that should go to a person are enough to start.

Log each error as something concrete, such as an outdated schedule, a missing condition or an answer that should have gone to the front desk. Fix the content and test again.

Name the person who looks after the information

Hotel information changes. Choose one person responsible for collecting updates from each area and reviewing answers whenever hours, a service or a policy change. Without that owner, even the best inventory goes stale within a few weeks.

Frequently asked questions

What information should I prepare first?

The services, policies and questions your front desk answers most often. Prioritize current facts that are easy to confirm, and leave exceptions for human review.

Do I need to integrate my PMS to get started?

Not to answer general information. Contler's website describes a standalone mode and an integrated one. Checking or changing a reservation does depend on integration, so confirm which operations your test will include before announcing them.

Can the agent answer in other languages?

Yes. Contler's website says the AI Concierge answers in more than 20 languages. What it says depends on the information you give it, so make sure your facts are right before testing it in the languages your hotel hears most.

Does creating it in under two minutes mean it is already serving guests?

No. You can create it in under two minutes, and it is answering guests in under 24 hours. Custom integrations are assessed separately.

What do I do if I do not have a confirmed answer?

Do not make one up. Identify who should verify it and decide how that question will be handled in the meantime, usually by a person on your team.

What you can do this week

Ask your front desk for the twenty questions they hear most and build the inventory with those alone. That already gives you enough material to create your AI Concierge and run the first test.