Hanna

Hotel residents leave without dining on-site

Proactively converting every room into a dining touchpoint

• Sends a personalised in-room welcome message at check-in with same-day F&B availability
• Surfaces relevant experiences based on stay duration — afternoon tea for day-trippers, dinner for multi-night guests
• Enables one-message booking confirmation — no phone call, no front desk handoff
• Tracks resident-to-diner conversion as a reportable KPI surfaced to management weekly
• Follows up with guests who didn't book on day one with a contextual nudge on day two

Bookings, orders, menus, and events live in separate platforms with no shared guest view

Acting as the connective intelligence layer across all guest touchpoints

• Creates a unified guest conversation thread persisting across booking, pre-arrival, in-stay, and post-visit
• Passes structured guest data (preferences, occasion, dietary needs) downstream to each platform via API
• Gives the team a single-view dashboard: who's in the building, what they've booked, what they've asked
• Eliminates manual re-entry between systems — one capture, many uses
• Flags operational gaps (e.g. afternoon tea booked, champagne add-on never offered) for team action

Multiple menus create confusion — team and guests unsure what's available when

Serving the right menu to the right guest at exactly the right time

• Knows session times, service windows, and live availability for every F&B outlet in real time
• Presents only options that are currently live — a guest never enquires about something unavailable
• Routes guests intelligently across all three propositions within a single conversation
• Updates menus and availability from one admin input — reflected instantly across all guest-facing channels
• Handles multi-experience requests: a guest asking about afternoon tea can be offered dinner in the same thread

New events and seasonal experiences are slow and hard to communicate

Becoming an always-on broadcast and booking channel for every new experience

• New experience uploaded once — live across web chat, WhatsApp, and in-room QR within minutes
• Proactively surfaces new events in every relevant guest conversation and at every check-in
• Creates dedicated booking flows with capacity management, pricing tiers, and add-ons built in
• Sends targeted re-engagement to past guests who attended similar experiences
• Reports real-time take-up so the team knows which events need a push and which are selling out

No clear view of which guest booked which experience, or the context they brought with them

Tagging every booking with full guest context before the team is briefed

• Captures occasion, dietary requirements, group composition, and special requests in natural conversation
• Tags each reservation by source: hotel resident, direct web, walk-in enquiry, or returning guest
• Produces a daily "who's coming in" briefing pushed to management each morning with full context per cover
• Gives a unified view across Mad Hatter's, Long Bar, and The Restaurant in one place
• Auto-flags VIPs, returning guests, and celebration occasions so the team personalises before guests sit down

F&B reporting limited to historic cover counts — no demand signals or guest intent data

Turning every conversation into an operational intelligence signal

• Tracks the most common guest enquiries — revealing latent demand for experiences not yet on the menu
• Reports declined bookings: what was turned away due to capacity and the implied revenue lost
• Measures upsell acceptance rates per experience (e.g. champagne add-on take-up at afternoon tea)
• Resident-to-diner conversion tracked weekly, by stay type and room category
• Monthly summary of guest language and sentiment — feeding directly into F&B planning and menu development