Hospitality & Travel
Concierge service at contact-center scale.
Your front desk fields reservation changes, late-checkout requests, and upgrade questions all day. The calls that go unanswered become a canceled stay. The ones that get through pull someone away from the guest standing right in front of them.
Hi, can you push my reservation back one night, and what time is late checkout?
Let's move the reservation first, then I'll pull up your property's checkout policy.
- verify_booking
- reservations.update
- send_confirmation → email
Your reservation now runs through the new date, late checkout is confirmed for 1 PM under your property's policy, and the update is on its way to your inbox.
What it handles
The reservation calls and requests that tie up your front desk.
Reservations, modifications, and cancellations
A guest asks to change dates or cancel a stay, and the agent checks real availability before it writes anything back. The change lands directly in your booking system, not a note for someone to enter later.
Pre-arrival questions
Parking, pool hours, resort fees, and what's included in the rate are the questions that repeat before every stay. The agent answers them from your own property documents, not a script someone forgot to update.
Upsells, offered at the right moment
A room upgrade or a late checkout only lands when it comes up at the right point in the conversation, not bolted onto a script. The agent offers it once, tied to what the guest is already asking about.
Disruption rebooking
When a delay or an overbooking forces a change, the agent reaches out by phone and email before the guest has to call in, rebooking proactively instead of waiting for a complaint. Never a text message.
Loyalty account questions
A member asks about points, tier status, or a reward stay, and the agent already has their loyalty history loaded before it answers. No one repeats a member number twice.
Every guest, answered in their language
Agents answer in English and Spanish today, with a speech stack that understands 10+ languages.
A short word on guest data
Guest data, handled the way you choose.
You decide how personal information in a reservation call is handled, and every change the agent makes carries a record of who asked and when.
- PII handling modes: full, redacted, or none
- You decide how personal information in a transcript is handled, per agent. Nothing is scrubbed, redacted, or kept without your say.
- Every change written with who, what, and when
- A reservation change the agent makes carries who asked for it, what changed, and when it happened, inside your own booking system record.
- Data-retention controls, per agent
- You set how many days conversation data is kept. There is no single fixed window applied to every property.
- Escalation to your staff, with full context
- When a guest needs a person, the handoff carries the whole conversation with it. No one repeats themselves to a human after talking to the agent.
Works with your stack
Connects to your booking system and the systems you already run.
- MCP servers
- Your own APIs and tools
- Your PMS or booking system, by tool call or API
- Calendar booking, by tool call
- Your CRM, by tool call
- Webhooks
- Your knowledge base
Book a demo
Let your front desk focus on the guest in front of it.
Put a Zumu agent on your phones and your booking system. It handles the routine reservation calls itself, and brings your team in only when a guest needs a person.