Industries · Hospitality
The guest asked twice. Housekeeping never saw it.
Plutonic builds hospitality software and AI for Indian hotels — concierge, requests, and booking tied to the PMS and front desk you already run.
- WhatsApp groups are the night-shift operating system
- The guest asked for extra towels. Housekeeping never saw it
- Front desk answers the same amenity question forty times at check-in
- The website leaks direct bookings to the OTA because it still looks like 2018
Overview
What a hotel actually needs from software
Challenges
If this is your week, keep reading
The front desk is the operating system
Calls and chats spike. The shift is already short.
- Same amenity answer, every check-in
- Night auditor inherits a WhatsApp pile
- Guest asked twice. Nobody owns the ticket
The answer depends on who picked up
Pool hours, late checkout, local tips — tribal knowledge.
- New joinee guesses, then calls the GM
- Policy lives in a PDF behind the desk
- No citation when a guest asks 'is this written down'
Housekeeping status is a rumour
Room ready, maintenance, minibar — the desk finds out from the guest.
- Room shown dirty because the board lagged
- Maintenance job in a group, not a queue
- F&B request died between shifts
The booking died on your own site
OTA took it because the direct path was a mess.
- Rate the site shows isn't what the PMS has
- Upsell is a script at check-in, too late
- Monday MIS is Excel someone built on Sunday
Solutions
What we put on the floor and the desk
Solution 01
The request becomes a job
The mess
Booking, check-in, and in-stay asks don't share a board.
What we put in
Guest flow plus a queue the desk, F&B, and housekeeping actually open — tied to the PMS.
- Towel, AC, F&B — each with an owner
- Status the desk can see without a walkie
- No 'we'll update the PMS later'
Solution 02
Occupancy the revenue manager will use
The mess
Pricing lags because the signal is last night's dump.
What we put in
Demand aids next to the calendar — your RM still sets the rate.
- Pickup the RM can argue with
- Package without confusing the booking path
- No second pricing universe
Solution 03
Kill the WhatsApp OS
The mess
Groups run the night shift.
What we put in
Requests route to a team with a status the next shift can open.
- Queue on a phone
- Handover that survives 11pm
- Guest update from the same ticket
Solution 04
A site that doesn't gift the OTA
The mess
The brand site is a brochure. Booking happens elsewhere.
What we put in
Rates and rooms from the PMS/channel stack — a path the guest can finish.
- Rate the desk will honour
- Room type that still exists
- Confirm without a callback
Capabilities
What we actually build for hotels
01
Concierge that knows when to shut up
Common questions answered. Special requests to a person — with the tone you wrote down.
- FAQ from your binder
- Escalate the weird ones
- Log of what the guest was told
02
Request queue, not a group chat
Towels, AC, F&B — routed with a status the next shift can open.
- Owner on the ticket
- Phone for housekeeping
- Guest sees it moved
03
Booking the guest can finish
Reservation, itinerary, confirm — without a callback to complete it.
- Rate from the PMS
- Room that still exists
- Confirm in the same session
04
Boards for a thin shift
Tasks when check-in piles up and three people called in sick.
- Live room status
- Maintenance in the queue
- Handover at 11pm
05
Packages without confusing the path
Upsell next to the booking — not a surprise at the desk.
- Offer the RM approved
- Doesn't break checkout
- Attach to the reservation
06
A brand site that books
Offers and a path fed from inventory, not last year's PDF.
- Direct rate the desk honours
- Lead into a queue
- Update without a vendor theatre
07
PMS you already pay for
Channel, property, payments — wired. Day one is not a rip-and-replace.
- PMS stays
- Channel manager hooked
- No brittle one-off scripts as the plan
08
Catch the complaint before TripAdvisor
In-stay issue in a loop you close — not a public review.
- Flag before checkout
- Owner on the recovery
- Note on the stay
Use cases
Jobs a hotel owner will pay for
Get the towel request out of WhatsApp
Pilot the queue on one floor. Expand when 'asked twice' stops.
- One floor, one request type
- Owner from day one
- Roll out when the miss rate drops
Stop answering pool hours at the desk
FAQ the night shift can trust, with a person for the rest.
- Binder as the source
- Escalate the special
- Desk load you can measure
Finish the booking on your own site
Rates from the PMS. Guest confirms without a call.
- Inventory the site may promise
- Less OTA tax on the easy stay
- Desk still handles the messy one
Kill the Sunday MIS
Occupancy, requests, and complaints to the phone — not a 40-tab workbook.
- Live request aging
- Shift handover in the system
- Meeting starts with facts
Recommended services
Where to start in our practice
Why it matters
Why hotels stay with us
We talk floors, not 'guest experience'
If we can't name the desk and the ticket, we don't belong in the kickoff.
- Request TAT
- Direct vs OTA
- No buzzword kickoff
We plug into the PMS you have
A concierge that lives beside the property system is a toy. We wire it in.
- No rip-and-replace as the pitch
- Desk + HK + booking
- Pilot on one property
Screens the night shift will use
Peak check-in, thin roster, bad wifi — not only an office laptop.
- Big targets
- Phone-first on the floor
- Handover that survives 11pm
You can point at a number
Request age, desk calls, direct bookings — not 'AI adoption'.
- Baseline before we start
- One owner per metric
- Expand when it pays
FAQ
Hospitality questions
No. It takes the pool-hours question. Staff take the guest who needs a human. If it tries to be the GM, we built it wrong.
More industries
Explore other verticals
Map the highest-ROI floor use case
Book a strategy call to prioritize requests, the desk, or booking on the PMS you have.
Book Strategy Call