Operate · Operations automation
Requests become completed work.
A guest asks for extra towels. The task is created, the right person is notified and the guest is updated - without anyone copying it into another system.
Reservation context from your PMS · Team notifications · Task status log
- Reservation context from your PMS
- Team notifications
- Task status log
Customer-reportedA four-hotel group in Tel Aviv (187 rooms) runs its reservation centre, guest service and staff task management through Ersona. (Customer-reported; published without the group’s name at their preference.) Read the story
What it looks like
One request, handled end to end.
Jonas W. · 16:05
Could we get two extra towels and a crib for the little one?
Ersona · 16:05
Of course - I’ve asked housekeeping to bring two towels and a crib to Room 21. They’ll be with you within the hour.
Ersona · 16:38
Delivered - let me know if you need anything else.
- Reservation identifiedRoom 21 · night 1 of 4PMS16:05
- Request understood2 towels · 1 cribErsona16:05
- Task createdGuest service · Room 21 · high · due 17:00Tasks16:05
- Assigned to housekeepingChecklist: towels ×2, crib ×1Tasks16:05
- Task completedMarked done by AnaTasks16:37
- Guest updatedWhatsApp16:38
Illustrative workflowDemo property and data.
How it works
- 01
Request detected
Ersona identifies actionable requests in conversations
- 02
Task created
Automatically logged in your ops dashboard
- 03
Staff assigned
Right person notified based on task type and location
- 04
Marked complete
Staff confirms completion in the app
- 05
Guest notified
Automatic follow-up message confirms resolution
Both sides, and the line between
What the guest experiences, what your team works in, and where a person enters - as the product works today.
- The guest
- Asks for towels, a crib, a repair - and hears back when it is done.
- Your team
- A task with room, priority and assignee; a notification to the right person; the status log; the guest’s confirmation sent when the task is closed.
- Where a person decides
- Every task has an owner; complaints and refunds are never decided by Ersona.
Works with your systems
Your PMS keeps doing its job. Each guest channel can follow its own rules.
- GuestyPartner · Marketplace
- OptimaPartner · Marketplace
- MiniHotelPartner · Marketplace
- Hostaway
- Cloudbeds
Guests reach you on WhatsApp, the phone, Instagram, Messenger, Telegram, email, your website and the OTA inboxes your PMS relays. Booking goes to your own engine, WebHotelier included. All integrations
Questions
Something not answered here? Write to us
How does task assignment work?
You configure rules: task type → department/person. Ersona routes automatically based on request content, property and your routing rules.
What if staff don’t use the app?
Team notifications go out on the events you choose, and staff update the task status in the app - with checklists, notes and attachments on each task.
How do I keep track of open work?
Every task has a status, priority, category, assignee and due time, and shows up in the task list, card and week views. Team notifications go out on the events you choose.
Does this integrate with my existing ops system?
Tasks live in Ersona today - with checklists, notes, attachments and a status log - and can be created by automations or from conversations. Integrations with external ops tools are on request.
How do guests know their request is being handled?
Ersona confirms the request in the conversation, and the team can update the guest when the task is done - all in the same thread.
Also in Operate
See it on your hotel.
How this works with your PMS, channels and instructions - in a short walkthrough.