A front desk that answers every call and repeats nothing
Lance answers the main line, resolves the routine from your own FAQ, hands the rest to a person with context, and turns requests into work orders the desk can watch on the board. Your team keeps the lobby.
Trusted by
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Most guest requests handled without a person on the line. Every one of them answered.
Hotels on Lance automate the routine calls and hand the rest to a person with context. Four products make that happen, in the order a front desk actually needs them.
0%
Guest requests automated, no one on the line
0+
Guest calls a month answered at one Marriott property
0 hrs
Of phone work off the front desk, every day
The products behind it
The products behind the front desk.
Each one is a product on its own. Together they cover what happens on a call, after a call, and while the desk waits for a room.
The AI Front Desk answers first, from your own knowledge base.
Lance picks up the main line on your existing PBX and greets in your hotel's own words. Pool hours, parking, breakfast, late checkout: it answers from the FAQ library your team maintains, and only speaks when the match is confident. Anything else is transferred, not guessed.
Every answer comes from your hotel's FAQ library, matched by meaning rather than keywords. Edit a question in the dashboard and the agent uses the new answer on the next call. A borderline match is answered and flagged for your review; a weak one is transferred.
Reservations, housekeeping, maintenance, the desk itself: the caller is routed by what they asked for, and the receiving team sees the request. Nobody has to say it twice. Ring-no-answer and busy outcomes are logged so you can see where transfers go unanswered.
A guest asks for 6:30 and it is scheduled from the conversation. The call is placed automatically at the time, with retries, and the outcome is on the call log. Nothing for the overnight agent to remember.
When a person is the better answer, the handoff is warm.
The desk still owns the moments that need a human: a complaint, a change to a reservation, a guest who just wants a person. Lance classifies the call, transfers it to the right department on your PBX, and passes the context along, so the agent picks up already knowing why.
No 'press 4 for the spa'. The guest says what they need and Lance sends the call to the department you mapped for it. Routing is configured per hotel from the dashboard, extension by extension.
A single per-hotel switch turns the agent off. When it is off, calls ring straight through to the front desk exactly as they did before. Switch it back on when you are ready.
Each call is recorded with a transcript, what the agent did (answer, transfer, work order, wake-up) and how it ended. Managers review the day in minutes, and see which FAQs need a better answer.
Guest Communications texts what was agreed, and keeps the consent record.
The follow-up a busy desk never gets to: the wake-up confirmation, the restaurant booking link, the answer the guest asked to have in writing. Lance sends it from the hotel's number after the call, and keeps the opt-in and opt-out ledger every carrier expects.
A wake-up call set on the phone becomes a text the guest can see. A dinner question becomes the booking link. The message is on the call log next to the transcript.
Opt-outs are recorded in an append-only consent ledger per hotel and per number, and the agent stops texting that guest. The record is there if a carrier or a brand asks.
Announcements and shift notes to the team go through the same platform, translated for staff who read in another language, instead of a group text nobody can find later.
Task Management turns 'extra towels' into a work order with an owner.
Most of what a front desk writes down is a request for another team. Lance logs it as a work order while the guest is still on the line: room number, what was asked, which team, what status. The desk sees it move from open to done without a radio call.
Housekeeping, maintenance and amenity requests are logged by the voice agent or typed by the agent at the desk. Either way it is the same work order, in the same queue, with the same owner and status.
The people who can act on a request are notified on their pad, whoever is on shift. A supervisor can reassign in one tap. Timing runs from start to stop so you know how long requests actually take.
The attendant marks it done on the tablet in the corridor. The desk sees it the same second, and can tell the guest it is handled without walking upstairs to check.
Boards give the desk the answer to 'is my room ready?'
The question every arriving guest asks, answered without calling housekeeping. The live room board shows dirty, in progress, clean and inspected for every room, updated the moment an attendant touches it, with the notes housekeeping left for the desk.
Checkouts, stayovers and arrivals are on the board with their current state. When housekeeping inspects 305, the desk sees 305 turn ready. No radio, no whiteboard.
Extra pillows requested, late checkout granted, a repair pending: remarks recorded on the board are visible to the desk at check-in, so the guest is not surprised and neither is the agent.
The desk sees the board on the dashboard; supervisors and attendants see it on the pad. It is one board, so nobody is working from a stale copy.
Built for the problems a front desk actually has.
Not a chatbot bolted onto a website. Lance is built around the phone that rings during check-in, the agent alone overnight, and the request that gets lost between shifts.
The phone rings during check-in
Every ring pulls the agent away from the guest at the desk. Lance answers the call so the person in the lobby keeps the agent's attention.
One agent overnight
At 2 AM the same person is the switchboard, the concierge and the dispatcher. Lance takes the calls, the wake-ups and the work orders; the agent takes the lobby.
The same twelve questions
Checkout time, parking, the shuttle, the pool. Answered from your FAQ library, in the guest's language, without a hold queue.
Requests lost at shift change
A note on the desk does not survive the handover. A work order with an owner and a status does.
How it works
From the first ring to a closed request.
- 01
The guest calls
Lance answers on your PBX in under a second, in your greeting, in the guest's language.
- 02
The request is understood
FAQ, transfer, work order, wake-up call or a text to follow: the call is classified as the guest speaks.
- 03
The action happens
The answer is given, the transfer is made with context, the work order is logged, the wake-up is scheduled, the text is sent.
- 04
The desk stays informed
Call log with transcript and actions, the work order on the board, room status live. The desk sees everything and repeats nothing.
Under the hood
On your PBX, from your knowledge base, under your control.
The details a front office manager asks about before switching it on.
Pickup
Under a second
The agent answers on the first ring on your existing PBX over a SIP trunk. No new phone system, no number change.
Knowledge
Your FAQ library
Answers come only from the FAQs your team maintains, matched by meaning. Edits are live on the next call.
Confidence
Answer, flag, or transfer
Strong matches are answered. Borderline ones are answered and flagged for review. Weak ones are transferred to a person.
Languages
29+
Guests are answered in the language they speak; the transcript on the call log stays readable for the desk.
Consent
Opt-out ledger
Every text is sent from the hotel's number with an append-only consent record per guest. STOP is honored automatically.
Control
One switch per hotel
Turn the agent off and calls ring straight to the desk as before. Turn it on and it picks up again. Nothing to re-provision.
Security and data handling“Hotels have operated the same way for decades. Lance changed that.”
FAQ
Questions front office managers ask first.
Only when it should. Lance answers every call first, resolves FAQs and routine requests, and transfers or logs everything else, so the agent at the desk keeps their attention on the guest in front of them and picks up calls that need a person.
Yes. Room board status (ready, occupied, flagged) is visible to the desk in real time, so a guest asking whether their room is ready gets an answer without a call downstairs.
A work order with the room number, the request, an owner and a status, visible to the right team immediately and on the call log with the transcript, so whoever follows up can see it without a callback.
Yes. The agent sits on your existing PBX over a SIP trunk; the hotel keeps its number and its extensions. Routing to departments is configured per hotel in the dashboard.
Calls ring straight through to the front desk exactly as they did before. The per-hotel switch is instant in both directions.
Related
- AI Front Desk ReceptionistThe voice agent at the heart of front-of-house automation.
- Guest CommunicationsVoice and SMS unified for the full property.
- Back of HouseThe housekeeping side of the same operational picture.
Hear it answer your front desk.
Book a demo. We will load a few of your FAQs, call the line together, and show the work order land on the board.
