Solutions · Branded hotels
Brand standards met, operational gaps filled
Marriott, Hilton, Hyatt, IHG and Wyndham properties run Lance on top of the PMS and brand reporting the flag requires. An AI front desk on the existing line, work orders that never touch the brand system, boards and labor scheduling.
Everything the flag requires stays. Everything it leaves to the property runs on Lance.
The brand mandates the PMS, the reporting and the standard. It does not staff the overnight desk, chase a leaking shower or build tomorrow's housekeeping board. Lance sits beside the brand stack and does that work, at one property or across a management company's portfolio.
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Flagged hotels running on Lance
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Brand families: Marriott, Hilton, Hyatt, IHG, Wyndham
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Guest requests handled
Where Lance fits
Where Lance fits at a branded property.
Four places a flagged property feels the gap between what the brand provides and what the shift needs, and what Lance does about each.
Operates Alongside Brand Systems
The PMS and the brand reporting stack stay exactly as the flag requires. Lance adds an AI front desk on the existing PBX, a live room board and a task system on top of them. No PMS API to request, nothing to replace.
Overnight and Peak-Hour Coverage
A single-agent overnight desk is where the brand's service standard is hardest to hold. Lance answers the main line 24/7 in 29+ languages from the property's own FAQ library, logs work orders and schedules wake-up calls, so the one agent on shift can stay with the guest in front of them.
Work Orders Without PMS Round-Trips
Housekeeping and maintenance work orders are logged, assigned, timed and closed in Lance: from a guest call, from the desk or from the pad. Routine requests never round-trip through the brand system, and every one carries a room, an owner and a status.
Multi-Property Visibility for Groups
A management company running several flags gets the same boards, work-order queues, call logs and daily briefing at every property, so GMs and supervisors read each location the same way, with no brand-level reporting contract.
How it works
How a flagged property goes live, with the brand stack untouched.
- 01
Connect the main line
Lance joins the property's existing PBX over a SIP trunk. The number, the phones and the PMS stay as they are, and transfers go to the departments the property configures. A per-hotel switch sends every call straight to the desk whenever you want it off.
- 02
Load the property's answers
The FAQ library is written from the property's own policies: parking, breakfast hours, pets, shuttle times, the questions the desk answers all day. Strong matches are answered, borderline ones answered and flagged for review, weak ones transferred to a person.
- 03
Put the pad on the floor
Managed Android tablets, bound to the hotel, with a login per staff member and access by role. Housekeeping works the board, maintenance works the queue, and PM checklists and readings are logged with timestamps for the compliance record.
- 04
Run the week and read the morning
Occupancy from the PMS reports the property already emails (Marriott FOSSE, Hilton OnQ, Hyatt Opera) feeds the labor solver, which builds 7 days in one pass. A daily manager briefing, now in rollout, lands at 8:30 with yesterday's calls, past-due work orders, open complaints and PM due.
“Hotels have operated the same way for decades. Lance changed that.”
FAQ
Questions franchisees and management companies ask first.
No. Lance operates alongside the PMS and brand reporting stack. Internal housekeeping and maintenance work orders are tracked in Lance; brand systems keep doing what the brand requires.
Properties under Marriott, Hilton, Hyatt, IHG and Wyndham flags, including AC Hotels by Marriott and Tapestry Collection by Hilton, alongside independent operators.
Yes. Groups operating multiple flagged properties give GMs and supervisors a consistent view across locations in Lance without a brand-level reporting contract.
Nothing. There is no PMS API and no integration project. The AI front desk sits on the property's existing PBX over a SIP trunk, and the operations pad runs on managed Android tablets bound to the hotel. For labor scheduling, occupancy comes from the PMS reports the property already emails (Marriott FOSSE, Hilton OnQ, Hyatt Opera) or from ProfitSage where the group uses it, checked every 15 minutes.
Yes. Every property has its own switch. Off, calls ring straight through to the front desk as they do today. On, every call is logged with a transcript, the actions taken and the outcome, with call recording available for review.
Related
- Front of HouseVoice, routing, and guest request management.
- MaintenanceWork orders and PM for the maintenance team.
- ManagementCross-department visibility for supervisors and GMs.
See it run beside your brand stack.
Book a demo. We will call your line, build a board from your rooms and show you what changes at the overnight desk. Nothing in the PMS moves.
