Receptionists made 6× more service offers in the first month
A five-star boutique hotel ran Lansy AI at reception. It reviewed every check-in against the hotel’s own standard and told the receptionist what to offer each guest next. In the first month, a service was offered to 55% of guests, up from 45%, and more of the offers ended in a purchase.
45% → 55%
guests offered a service
3.7×
more offers built on the guest’s situation
+20%
offer-to-purchase conversion
Pilot at reception, 2026. The first month with Lansy AI compared with the month before.
A five-star boutique hotel
- Rooms
- One- and two-story villas
- Experiences
- Yoga, workshops, hammam, spa, and evening programs
- Season
- Year-round
- In the pilot
- Reception
The hotel had been open for a year. Every stay is planned to the minute, from morning yoga to the evening campfire. The team was still forming, and none of the staff had years of hotel experience yet.
Each stay starts with a conversation at the front desk. The receptionist checks the guest in, shows them around, and offers extra services. The hotel set itself one task: hold a single standard of guest communication and build the sale of services into it.
“We want guests to be offered a service that fits them: a pottery workshop for a family with children, a restorative steam in the hammam for guests tired from the road. Choosing the right service and offering it gracefully is a craft of its own,” says the hotel director.
Receptionists named services but stopped short of a booking
Guests gave clear cues at check-in. At one of them, a large group of friends arrived together, a direct cue for an evening in the hammam. The receptionist never said the word. One guest mentioned that some of the group were flying in later that evening, a cue for a dinner table for everyone, and it passed without an offer. The return transfer came up only as a line about the bill.
The rest of the conversation went well. The booking was found at once, and the delay with one villa was explained calmly. The farewell was warm. The money was lost in the upsell.
Group check-in to villas 4, 5, and 7
Receptionist · Check-in · Group of friends
Overall score
18 /28
Service upsell
1 / 4
Information
1 / 2
Check-in
4 / 5
Communication quality
3 / 5
Summary
A large group of friends checked in to three villas. The booking was found right away, and the delay with one villa was explained honestly, though nothing was offered while the guests waited. The tone was friendly and engaged, with filler words in places. The group gave three upsell cues: the hammam, a dinner table, and the return transfer. None of them reached a booking.
Moments on the timeline
Criteria of the hotel’s standard
Hammam for the group of friends: never named. A large group checking in together was a direct cue, and the service did not come up once in the whole conversation.
Better approach
“I see you’ve arrived as a big group, a perfect occasion for an evening in the hammam with a steam session. There’s a free slot tonight. Shall I book it for everyone?”
Dinner at the restaurant: never named. A guest gave the cue by mentioning that part of the group arrives later in the evening.
Better approach
“Your friends arrive in the evening. I can book a large table at the restaurant right now so you can all have dinner together. Shall I?”
Return transfer: named, with no reason to book. The receptionist mentioned the transfer but did not explain its value or offer a car for the flight home.
“So we’ll just put it all on your account.”
Better approach
“For your convenience, we can arrange the return transfer to your flight right away. Shall I have a car ready?”
Lansy AI reviewed every conversation against the hotel’s own standard
A compact microphone at the front desk records every conversation between the receptionist and the guest. Lansy AI reviews each one against the hotel’s standard. For every service the guest had a cue for, it tells whether the receptionist only described it or asked the guest to book.
What Lansy AI checks in a conversation at reception
criteria from the hotel’s standard
Criteria
- Greeting
- Purpose of visit
- Check-in
- Key handover
- Information
- Service upsell
- Farewell
- Communication
How far a service went
- Cue
- Named
- Reason given
- Asked to book
Every service is marked by the furthest step it reached. At the group check-in above, the hammam and dinner broke off before “Named,” and the transfer before “Reason given.”
Services sell through two touches: the conversation at check-in and a message to the guest a little later. After the conversation, Lansy AI gives the receptionist advice for the next similar situation. When a cue was missed just now, it flags the conversation and drafts a message, so the same guest still gets the offer while it is relevant.
Follow-up
Offer the guest: hammam
A large group of friends checked in together, a natural occasion for a hammam evening, but the receptionist never named the service.
Message to the guest
Good evening, this is the hotel reception. We see you arrived as a big group of friends, a perfect occasion for an evening in the hammam. There’s a free slot with a steam session tonight. Shall we book it for the whole group?
Copy the message and send it to the guest.
Reviewing the day’s conversations became part of the routine
After each conversation, the receptionist sees a review: a score against the standard’s checklist, quotes, and recommendations, from upsells to using the guest’s name at goodbye.
At another check-in, a family staying for ten nights, the receptionist named a hammam slot for that evening, and the guests booked it on the spot. The same review shows where revenue was still left on the table.
Check-in of a family for 10 nights with a hammam and late check-out upsell
Receptionist · 5 min · Check-in · Family with school-age children
Overall score
9.1 /10
Criteria met
21 / 23
Greeting
1 / 3
Service upsell
5 / 5
Communication quality
5 / 5
Summary
The receptionist looked after the guests following a long journey and moved to the upsell herself. She offered the hammam at a set time: “The hammam is free tonight. Would you like to book it for around six?” The guests booked it on the spot, and late check-out was closed along the way.
Upsells · two of the four services with a cue
The workshop and the spa came up only as a list, with no offer to book. That is where revenue was missed. The greeting also left out the hotel’s name, and the guest was not addressed by name after handing over the passport.
Better approach
“Good morning, welcome to [hotel name]!” And right after the passport: “[Guest name], thank you, I’ll have everything ready in a moment.”
A review of every guest conversation
A score against the standard’s checklist, quotes, and recommendations, once a day.
Quick breakdowns instead of listening
Sales dynamics by day or by shift, ready to act on, with no recordings to listen to.
The whole picture
Every complaint goes into one summary. A separate list shows the services guests ask about most, ready for expanding the offer.
The team was wary at first and saw the system as a control tool: everything you say is recorded. The attitude changed when Lansy AI started giving recommendations that actually helped the team sell.
More of the offers fit the guest, and more of them ended in a purchase
Receptionists began offering services deliberately, following Lansy AI’s prompts. In the first month they made six times more offers, and the offers fit the guest in front of them more often.
Most guests who got an offer now heard several, so the number of offers grew faster than the share of guests who got one: from 45% to 55%. Upsell sales grew 3.5× while the number of guests changed far less, so the growth does not come down to more guests.
Offers became more precise
Offers built on the guest’s situation, such as a hammam for a group or dinner for late arrivals, came far more often.
More offers turned into sales
More of the offers made at reception ended in a booking, the first month compared with the month before.
Service offers at reception
the month before Lansy AI · the first month
Share of guests offered a service
45%55%
Share of all guests at reception.
“A regular mystery shopper checks your service once a month, once a week at best. Lansy AI is a mystery shopper on duty around the clock and a business coach at the same time, and it hears every conversation, not one in a hundred.”
The booking department and the restaurant are next
Booking department
Phone sales are already being tested. The same distinction between a cue, information, and an attempt to sell applies to calls.
Restaurant
The next point of contact with the guest in line to be connected.
Guest history
Lansy AI already suggests the follow-up message. Next it will take the guest’s whole history of visits into account.
See how Lansy AI reviews your team’s conversations
In the demo, Lansy AI reviews conversations against your criteria and picks out the moments worth discussing with the team.