Every dining question answered, every setup request owned
Lance answers restaurant hours, menu and policy questions on the main line from your own FAQ, texts the guest your booking link, hands special requests to the restaurant with context, and logs setups and turnovers as F&B work orders. It does not touch your POS or your reservation book.
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Dining questions answered before the host stand has to pick up.
A question is answered, a link is texted, a request is handed over, the setup is logged and the team is told. Here is what each product does in that sequence, and where it stops.
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Guest requests automated on the main line
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Languages a guest can ask about the menu in
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Dining questions answered, breakfast through last call
The products behind it
The products behind food and beverage.
Each one is a product on its own. Together they cover the dining question on the main line, the follow-up text, the work for the team, and the note from the chef.
- 01AI Front DeskProduct page
Answers hours, menu and policy questions from your FAQ; transfers dining requests that need a person.
- 02Guest CommunicationsProduct page
Texts the guest your OpenTable booking link and what was agreed, with consent logged.
- Product page
- 04MobileProduct page
Puts the chef's announcements and the F&B queue on every staff pad, in each person's language.
The AI Front Desk answers dining questions from your own FAQ.
Restaurant hours, the brunch menu, whether the bar serves food after ten, corkage, kids' menus, allergen options: the questions that ring the host stand during service. Lance answers them on the hotel's main line from the FAQ library your F&B manager maintains, in the guest's language, and only speaks when the match is confident.
Every answer comes from the hotel's FAQ library, matched by meaning rather than keywords, so 'do you do brunch' finds the entry written as 'Sunday brunch hours'. Change the hours for a holiday in the dashboard and the agent uses the new answer on the next call. Nothing is scraped from a website or guessed.
A strong match is answered on the call. A borderline match is answered and flagged for your review, so the F&B manager can tighten the entry. A weak match is never guessed at: the caller is transferred to the department you chose for dining questions.
Each call is recorded with a transcript, what the agent did and how the call ended. Over a month the log shows which dining questions come up most, which is where the next FAQ entries should come from.
When a request needs the restaurant, the handoff carries the details.
A severe allergy, a proposal dinner, a table for twelve on a Saturday: the restaurant should hear these from a person. Lance classifies the call, transfers it to the extension you configured for dining requests on your existing PBX, and passes the request along so the host picks up already knowing what was asked.
No phone tree. The guest says they need to talk to someone about a nut allergy for tonight and Lance sends the call to the department you mapped for that: the restaurant, banquets, or the desk. Each destination is an extension on your PBX, configured per hotel in the dashboard.
The receiving team sees what was asked before saying hello. The guest does not repeat the allergy, the date or the party size. Ring-no-answer and busy outcomes are logged, so you can see when the host stand missed a transfer in the middle of service.
Lance does not manage restaurant reservations and does not take in-room dining orders. It answers the question, texts your OpenTable link where you have configured one, or transfers the caller to the person who does the booking. Your reservation book and your POS stay exactly as they are.
Guest Communications texts the booking link, from the hotel's number.
The guest asked about brunch; the useful next step is a table. Where the hotel has an OpenTable link configured, Lance texts it from the hotel's own number during or right after the call, and keeps the consent record every carrier expects. The guest books on OpenTable. Lance never holds the reservation.
The guest gets a text with the restaurant's booking link and taps it. The booking happens on OpenTable, the same as if they had found the link themselves, with no new reservation system for the host stand to check.
Brunch hours, the wake-up call for an early breakfast, the answer the guest asked to have in writing: what was said on the call can be sent as a text so the guest has it. The message sits on the call log next to the transcript.
Opt-ins and opt-outs are recorded in an append-only consent ledger per hotel and per number, and a guest who replies STOP is not texted again. The record is there if a carrier or a brand asks for it.
Task Management turns 'room service setup at 6' into an F&B work order with an owner.
Most of what F&B is asked for by phone is work for someone on the team: a setup in a suite, an amenity for an arrival, a turnover between events. Lance logs it as a work order while the caller is still on the line: where, what, which team, what status. The restaurant manager sees it move from open to done without a radio call.
Work orders reach the F&B queue from the voice agent, from the front desk, from housekeeping on the pad, or typed in directly. A setup request from a guest call and an amenity request from the desk land in the same list with the same fields: location, request, owner, status.
Whoever on shift can act on an F&B order is notified on their pad, not one named person who may be off. A supervisor reassigns it in one tap, and start-to-stop timing shows how long a setup actually took.
The server marks the setup done on the tablet outside the suite. The desk and the restaurant manager see it the same second, and the guest can be told it is handled. The closed order stays on the record with who did it and when.
Mobile puts the chef's announcement on every pad, in every language.
86 the halibut, push the special, the setup in suite 9 is at six: the notes that get shouted across the pass and forgotten by the second seating. On Lance a manager writes it once and it reaches every F&B pad, translated for staff who read in another language, with the F&B work-order queue on the same device.
A restaurant manager or chef posts a shift note or an announcement to the F&B group in Lance. Servers, hosts and bar staff see it on their tablet, and it stays there to read back, unlike a group text on personal phones that nobody can find later.
A note written in English is shown in Spanish to the server who reads Spanish. Everyone on the shift reads the same note in the language they are comfortable in, so the 86 list does not depend on who overheard it.
F&B shares managed Android tablets in kiosk mode, bound to the hotel. Each person logs in with their own PIN and sees their tasks and messages by role. A new shift is a new login on the same device, not a personal phone.
Built for the problems a hotel restaurant actually has.
Not a reservation system and not a POS. Lance is built around the hotel line that rings the host stand with questions, the setup request that never reaches the kitchen, and the shift note nobody saw.
The host stand answers the hotel's questions
Hours, parking, the pool, whether brunch is on: during service the restaurant phone becomes a second front desk. Lance answers those on the main line so the host seats the room.
Calls during service go unanswered
At 7:30 on a Saturday nobody in the restaurant can pick up. The main line is answered around the clock, and the call log shows what was asked and where a transfer rang out.
The setup request that never reached the kitchen
'Suite 9 at six' written on a pad at the desk does not survive a shift change. A work order with an owner and a status does, and it is closed on the tablet outside the suite.
Shift notes that live on the whiteboard
The 86 list, the special, the VIP note: written once, read by everyone on the F&B pad in their own language, and still there at the second seating.
How it works
From a question about brunch to a setup marked done.
- 01
The guest calls the main line
Lance answers on your PBX in under a second, in your greeting, in the guest's language. Restaurant hours, brunch, the bar, room service: it recognizes a dining question as the guest speaks.
- 02
Answer, text, or transfer
A confident FAQ match is answered on the call, and the OpenTable booking link is texted where you have set one up. A request that needs the restaurant is transferred with the details attached.
- 03
The work is logged for F&B
A room service setup, an amenity or an event turnover becomes a work order in the F&B queue with a location, an owner and a status. The team is notified on the pad.
- 04
The team is told
The chef's announcement reaches every F&B pad in each person's language. The call log, the closed work order and the text sit together for the manager to review.
Under the hood
From your FAQ, on your PBX, beside your POS. Never inside it.
The details an F&B director asks about before switching it on, including what Lance does not do.
Pickup
Under a second
Lance answers the hotel's main line on your existing PBX over a SIP trunk, 24/7. No new phone system, no number change.
Knowledge
Your F&B FAQ
Hours, menus, dress code, corkage, kids, allergens: the entries your F&B manager writes, matched by meaning. Edits are live on the next call.
Booking
OpenTable link by text
Where the hotel has configured its OpenTable link, Lance texts it to the guest from the hotel's number. Reservations are made and held on OpenTable, not in Lance.
Scope
No POS, no orders
Lance does not integrate with your POS, take in-room dining orders, or manage restaurant reservations. It answers, texts, transfers and logs the work.
What the AI Front Desk doesWork orders
One F&B queue
Created from the call, the desk, the pad or direct entry. Location, owner, status and start-to-stop timing on each. Closed on the tablet where the work happens.
Staff messaging
Translated per reader
Announcements and shift notes reach F&B pads in the language each person reads. Managed Android tablets, one login per staff member, access by role.
Security and data handling“Fewer missed calls, faster room turns, and a front desk that finally has time for guests.”
FAQ
Questions F&B managers ask first.
It answers hours, menu and policy questions itself and texts the guest your OpenTable booking link where configured; requests that need a person, such as special arrangements or dietary accommodations, are transferred or logged for the restaurant team.
Room service setup, event turnover and amenity requests become work orders routed to the F&B or housekeeping team from any channel, with status visible to managers.
Yes. Shift notes and announcements are broadcast to F&B staff through Lance, including the mobile pad, so everyone is on the same page.
No. Lance does not integrate with POS systems, take in-room dining orders, or manage restaurant reservations. It answers dining questions from your FAQ, texts your OpenTable link where configured, transfers callers who need a person, and logs F&B work orders. Your POS and your reservation book stay as they are.
Your team, in the Lance dashboard. Change brunch hours for a holiday or add a new special and the agent uses the new answer on the next call. Borderline matches are flagged for review, so you can see which entries need tightening.
Related
- AI Front Desk ReceptionistHandles all guest call types, including dining inquiries.
- Task ManagementF&B tasks created, routed, and tracked to completion.
- Front of HouseGuest routing and request handling for the full property.
Hear it answer your restaurant's questions.
Book a demo. We will load your hours and menu FAQs, call the line together, and show a room service setup land in the F&B queue.
