Your Front Desk Shouldn’t Be Your First Line of Support Anymore
A guest checks in after a long flight. They get to their room, drop their bags, and have three quick questions:
- What’s the Wi-Fi password?
- Is the hotel restaurant still open?
- And how do you turn off the weird glowing light on the TV?
They don’t want to call the front desk. They really don’t want to wait on hold. And they’re not about to download an app. They just want answers — now.
That’s exactly what MilesCX is built for.
Let Guests Text, Let AI Do the Rest
With MilesCX, guests can text a dedicated number and instantly get help — thanks to AI-powered responses that know your property inside and out.
Whether it’s:
- Basic FAQs like Wi-Fi, hours of operation, or check-out time
- Smart recommendations for dining, spa, or things to do nearby
- Low-level tech support like how to cast to the TV or connect to Wi-Fi
MilesCX handles it all — with no staff intervention required. And if something needs a human touch? The AI knows when to pass the conversation to a real person, seamlessly.
Real Example: Save Time, Serve Better
One boutique hotel in the Southwest was fielding hundreds of calls per week to the front desk — most of them asking the same five questions. After implementing MilesCX, guests simply texted for help. In the first month:
- Front desk call volume dropped by 40%
- Staff had more time for high-touch service and guest check-ins
- Guests got faster, more consistent answers — even at midnight
One late-arriving guest texted asking about room service options. The AI responded with a custom menu link and offered a late-night snack suggestion — without a single ring at reception.
Why It Works for GMs and Staff
This isn’t just about guest convenience — it’s about running leaner, smarter operations:
- Fewer calls, less pressure on front desk teams
- More consistent answers, 24/7
- Text-based communication guests already know how to use
- Smooth handoffs to human staff when needed
- Upsell opportunities for dining, activities, and services
It’s one of the fastest ways to improve both guest satisfaction and team efficiency — without increasing headcount.
