Answer the enquiry
Availability, package and facility questions are answered from the information your property has published, at any hour.
Hotels & resorts
The direct booking
was worth answering.
A guest asking about availability directly is the most valuable enquiry a property receives, and it is lost the same way every time: the desk was busy.
Hotels & resorts · what changes
Out-of-hours enquiriesAnswered
Direct booking questionsHandled
Reservations and changesCoordinated
Rates and recoveryTo your manager
Every figure here reconciles with the journey above it.
Your front desk, in view
Less chasing.
More clarity.
One workspace for enquiries, reservations and follow-ups, with every number reconciling across every view. Open a record to see what was actually decided.
Friday
The desk keeps the guests in front of it.
Enquiries90Across configured channels
Reservations52Confirmed and in the calendar
Follow-ups17Scheduled and waiting to send
Open handoffs26 resolved · 8 total
A few journeys in motionMost recent first
Who this is for
Where the capacity actually goes.
Hotels and resorts taking direct enquiries by phone, website and message alongside channel bookings.
The direct enquiry goes to a channel.
A guest who called and got voicemail books through an aggregator instead, and the property pays a commission for a booking it nearly had for nothing.
The desk is busiest when the phone is.
Check-in, check-out and the dinner rush are also when availability questions arrive, and the guest standing in front of you comes first.
Long-lead enquiries cross time zones.
Questions about dates, packages and transfers arrive from everywhere, mostly when the desk is closed.
The journey, step by step
One request.
Four moves.
One hotels and resorts journey, end to end. Your configuration decides the sequence, the rules and the point a person takes over.
Capture what the stay needs
Dates, party size, room preference and any requirement are captured so the booking conversation starts complete.
Coordinate the reservation
The request is written to your connected reservation system, or handed to the desk with everything attached where a person is required.
Follow up before arrival
Approved pre-arrival contact is scheduled, and stops when the guest replies or your team takes it on.
In focus · Dubai hospitality
A fuller house. The same front desk behind it.
Dubai hotels ran at 80.7 per cent average occupancy in 2025, up from 78.2 the year before, across an inventory of 154,264 rooms in 827 establishments. Every one of those stays began as an enquiry, and the busiest hour on the floor is the busiest hour on the phone.
Average occupancy80.7%
Dubai hotels in 2025, from 78.2% in 2024
Hotel rooms154,264
Across 827 establishments at the end of 2025
Occupied room nights44.85m
In 2025, from 43.03m in 2024
The specialists this draws on
Four roles, working in sequence.
All eight specialists are included in every plan. These are the ones Stella typically activates first for hotels and resorts.
Where your people take over
Rate negotiation, upgrades, comps and any service recovery go to your duty manager with the booking and the conversation attached.
The reading room
Ideas for hotels and resorts.
Common questions
Questions hotels and resorts ask.
Will it quote a rate?
It can share the rates you have published. Anything outside your published list, including negotiation, upgrades and goodwill, goes to your duty manager.
Does it write to our reservation system?
Where that system is supported and connected during scoping. Which systems are supported is confirmed then rather than assumed here.
More in hospitality
Your next chapter
Build this around your hotels and resort.
Start with the enquiries you are missing today and map the workflow around them.