Help guests on the phone while your front desk helps guests in person

When the front desk is checking in a group or helping a guest, There247 can answer other incoming calls. It shares approved property information, captures requests and routes calls to the front desk or duty team using your rules.

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What happens when a guest calls?

Compare a late check-in enquiry with a guest reporting a room door that won't lock. Open each example to see what your team would receive when the call needs follow-up.

Guest arriving after check-in closes

"We're running late and won't get there until 11 pm. How do we check in?"

There247 asks: Which property are you staying at, and what is your booking reference?

Captures: Property, booking reference, expected arrival time and a callback number if the team needs to follow up.

Next step: Share the property's approved general arrival instructions. If the guest needs access details specific to their booking, pass the request to the duty team.

What your front desk receives

Example SMS

LATE ARRIVAL: Harbour property, booking DEMO-104. Guest expects to arrive at 11 pm and asks how to check in. Callback: 021 XXX XXXX.

Example email

Subject: Late arrival enquiry for booking DEMO-104

Enquiry: Guest at the Harbour property expects to arrive at 11 pm and asks how to check in. Callback: 021 XXX XXXX.

Follow-up: Check the booking and contact the guest with the appropriate late-arrival arrangements.

Example warm transfer

"Hi, this is Sofie from There247. I have a guest with booking reference DEMO-104 for the Harbour property. They expect to arrive at 11 pm and would like to know how to check in. Can I connect you now?"

Room door won't lock

"Our room door won't lock. Can someone help?"

There247 asks: Which property and room are you in? Can you secure the door at the moment?

Captures: Property, room number, issue as reported, whether the door can be secured and how to reach the guest.

Next step: Follow the hotel's escalation rules. Try a warm transfer to the duty manager and use the hotel's fallback route if the transfer is unavailable.

What your duty team receives

Example SMS

GUEST ISSUE: Harbour property, room 214. Guest says the door won't lock and cannot be secured. Callback: 021 XXX XXXX.

Example email

Subject: Duty team follow-up for room 214 door lock

Enquiry: Guest in room 214 at the Harbour property reports that the room door cannot be secured. Callback: 021 XXX XXXX.

Follow-up: Contact the guest and arrange assistance under the hotel's procedures.

Example warm transfer

"Hi, this is Sofie from There247. I have a guest from room 214 at the Harbour property. They say their door won't lock and they can't secure it. Can I connect you now?"

Your hotel team confirms room availability, reservation changes, booking-specific access arrangements and how guest issues are resolved.

Set up around your front desk and duty roster

There247 understands how your business works. Add your properties, services, front desk hours, approved guest information and call-handling rules. Choose what goes to reservations, the front desk or the duty team.

Keep your existing business number. There247 can answer simultaneous calls and cover busy periods or after hours. Choose when your team receives a summary by SMS or email and when Sofie should introduce the caller by warm transfer. Set up in minutes.

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Calls may be answered by There247, an AI call answering service, and may be transcribed and summarised so our team can follow up.

What happens when a guest calls?

Guest arriving after check-in closes

Room door won't lock

Set up around your front desk and duty roster

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