Solutions · Luxury hotels
The standard holds at every handoff
Written for high-touch properties. The main line answered in under a second, transfers that carry the request with them, a board that holds in-room notes and inspection status, and maintenance done before a guest notices.
High-touch service is a thousand small handoffs, each one done right.
A luxury property runs on precision: the right person told at the right moment, no request dropped, no inspection deferred. Lance is the operational layer under the service, and it stays out of the guest's view.
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Under a second to answer the main line
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Languages the agent answers in
0/7
The main line answered, day and night
Where Lance fits
Where Lance fits at a luxury property.
The four places a high-touch operation loses precision, and what Lance does about each.
Warm, Immediate Guest Connections
The voice agent answers every call instantly and transfers to the right team with full context. Guests never reach voicemail or have to repeat their request.
Boards Built for Housekeeping Precision
Real-time room status boards let housekeeping supervisors coordinate turns, track clean and inspect status, and record in-room notes, without radio calls or whiteboard updates.
Preventive Maintenance on Schedule
PM templates and inspection schedules keep the property at standard before issues surface, protecting both the guest experience and the asset.
Staff Communications That Move Fast
Announcements, task assignments, and internal messaging run through Lance so supervisors and department leads stay coordinated without relying on group texts.
How it works
One day on Lance at a high-touch property, from the morning board to the evening handoff.
- 01
The morning board
The executive housekeeper builds the board, assigns attendants and lets Lance balance the load. Checkout-time badges and in-room notes sit on each room, so an attendant reads the note before she knocks, and a room is marked inspected only once it is at standard.
- 02
The main line
Lance answers in the hotel's own greeting, in the guest's language, in under a second. A question about the spa's hours is answered from the property's FAQ library. Anything that needs a person goes to the right department with the request attached, so the guest says it once.
- 03
The engineer's day
A guest mentions a lamp that flickers. The agent logs a work order with the room on it, whoever on shift can act is notified, and the engineer closes it on the tablet. Alongside, the scheduled round: pool chemistry logged with a timestamp, and a work order raised from inside a PM when something is found.
- 04
The evening handoff
Shift change at the desk. The night team opens Lance and sees the day as it stands: open work orders with their owners, rooms still to inspect, and every call with its transcript and outcome. Nothing rides on memory, a radio call or a sticky note.
“Fewer missed calls, faster room turns, and a front desk that finally has time for guests.”
FAQ
What general managers at high-touch properties ask first.
The agent answers in your hotel's greeting, in a natural voice, in the guest's language, and hands off to a person with the request attached the moment that is the better experience. Hotels decide how the agent introduces itself.
Yes. Supervisors track clean and inspect status and record in-room notes on the board, so the next attendant and the front desk see them without a radio call.
PM templates and inspection schedules keep the property at standard on a cadence you set, so issues are caught before a guest notices and completion records show what was done.
No. Lance answers on your existing phone system over a SIP trunk and needs no PMS integration to go live. It runs alongside the systems you already have and does not replace them.
Yes. Transfers are configured per hotel, by department, and the request travels with the call. A weak match in the FAQ library is transferred rather than guessed at, a borderline one is answered and flagged for review, and a per-hotel switch sends every call straight to the desk when you want the agent off.
Related
- BoardsLive room status and housekeeping coordination.
- Preventive MaintenanceTemplates, schedules, and inspection records.
- Front of HouseVoice, routing, and guest request management.
See it hold your standard.
Book a demo. We will call your main line, build a board from your rooms with a note on one of them, and show a transfer that carries the request with it.
