When the desk is busy, or closed
Guests check in, the breakfast room fills up and the phone rings. In a small hotel, B&B or guest house there is not always someone free to answer, and late at night there may be nobody at all. Tilly answers every call in your name, day and night, and sends you the details.
The questions guests ask
Check-in and check-out times, parking, breakfast, dogs, Wi-Fi and how to find you: she answers from what you tell her, in your words, and never makes up a price or a policy. She can also offer to email a caller more information.
Room enquiries
She cannot see your booking system or channel manager, so she never promises a room. Tell her what to ask, such as the dates, the number of guests and the type of room, and she takes them with the caller's contact details, reads them back and sends them to you to check and confirm.
Restaurant and table bookings
On Pro and Business she can book tables into your Tilly diary. If your restaurant takes most of your calls, choose the restaurant set-up when you sign up: she then asks for the number of people and any allergies, and answers allergen questions only from what you tell her. See our restaurant receptionist.
Guests from abroad
On Pro and Business she can switch to the caller's language, such as Spanish, French, German or Polish, and every message still reaches you in English. See multilingual answering.
Night calls
At night she still answers. Set a transfer rule, for example for a guest who is locked out, and she puts the call through to whoever is on duty. Everything else waits in your dashboard with a summary, and guests who ring off before anyone could help can get one text inviting them to call back.
When you sign up, choose "Any business" as your industry, or "Restaurants, cafes and takeaways" if your restaurant is the busier line.