AI Contact Center
for Hospitality & Food Service
Your front-of-house team can't answer the phone during a Friday evening rush. Lobbi handles every reservation call, menu question, delivery inquiry, and guest complaint across voice, WhatsApp, and webchat — 24/7 — so your staff focus on the guests in front of them, not the ones calling from outside.
Every booking confirmed. Every guest heard.
Customer Service Challenges in Hospitality & Food Service
Hospitality businesses deal with high volumes of repetitive inbound contacts at the exact moments when staff are busiest — creating a structural conflict between service delivery and customer communication.
Unanswered Calls During Service
Reservation calls arrive during service hours when every team member is occupied. Ringing phones interrupt the guest experience, and unanswered calls mean lost bookings that never call back.
Allergen Inquiries Handled Inconsistently
Allergen and dietary questions require accurate, consistent answers — but are often handled differently by different staff members, creating liability risk and guest trust issues when information is incomplete or wrong.
Delivery Status Calls to the Restaurant
For restaurants offering delivery, customer calls asking "where is my order?" pull kitchen and front-of-house staff away from service to look up information they may not have immediate access to.
Guest Complaints Without a Resolution Path
Negative experiences — wrong order, delayed delivery, dissatisfied hotel guest — often reach review platforms before they reach your team, because contacting you was too difficult or the response too slow.
How Lobbi Transforms Hospitality Customer Service
Lobbi becomes the always-available voice of your venue — capturing every booking, answering every question, and giving guests a recovery path before a bad experience turns into a 1-star review.
Reservation Handling 24/7
Lobbi answers reservation calls at any hour and captures date, party size, and special requirements in a guided flow. With an integration to your reservation system's API it checks availability and confirms the booking; otherwise the request reaches your team as a ticket.
Accurate Allergen & Menu Information
Upload your menu, allergen matrix, and seasonal specials — spreadsheets included — and every guest gets the same answer: gluten-free, nut-free, vegan, halal. Pronunciation guides make sure the voice AI says dish and venue names correctly, and dietary requirements are noted with the reservation request.
Delivery Order Tracking
With an integration to your delivery platform's API, Lobbi looks up the order during the conversation and gives the customer the status and ETA via WhatsApp, chat, or phone — without the restaurant phone ringing during service.
Guest Complaint Recovery
When a guest reports a problem, Lobbi responds with empathy, captures details, and offers approved recovery options — a complimentary item, a discount on next visit, or a direct callback from the manager — before the guest turns to a review platform.
Guest Satisfaction Surveys
CSAT, NPS, or CES surveys run in the conversation, by SMS or email link, or as a keypad survey right after an agent call. After a low score the guest picks a reason, and supervisors can exclude a response from the score with a reason — so the numbers reflect your service.
Multi-Location & Chain Support
Restaurant chains and hotel groups manage all locations from one Lobbi platform. Each venue runs as its own entity with its own business hours, holidays, bot, and knowledge — while you maintain brand consistency and oversight across every site.
Common Hospitality & Food Service Use Cases
Specific scenarios across restaurants, hotels, catering, and food delivery where Lobbi protects revenue and improves guest satisfaction.
Restaurant Reservation by Voice
A caller books a table for four on Saturday evening. Lobbi checks availability through your reservation system's API, notes a birthday celebration and a nut allergy, and confirms the booking on the call — while the restaurant team serves the lunchtime rush.
No-Show Prevention
Coming soon: Outbound AI for reservation reminders and confirmations. Today, guests confirm, change, or cancel a booking by phone, WhatsApp, or chat at any time, through your reservation system's API.
Delivery ETA Updates
A customer messages asking when their delivery arrives. Lobbi looks up the order through an integration with your delivery platform and responds instantly — no restaurant staff involved, no interruption to the kitchen.
Allergen & Dietary Inquiry
A coeliac guest calls to check which dishes are gluten-free. Lobbi answers from the allergen information in your knowledge base — and notes the dietary requirement with their reservation request.
Wrong Order Complaint Resolution
A delivery customer received the wrong item. Lobbi apologises, captures the order details, and offers a replacement within your pre-approved policy or starts a refund through your system's API — closing the complaint before it hits a review site.
Hotel Guest Services
Hotel guests ask about check-in times, amenities, late checkout, or restaurant availability via WhatsApp. Lobbi answers instantly in the guest's language, transfers requests that need staff action, and keeps a full conversation log.
Frequently Asked Questions
Questions from restaurants, hotel chains, and food delivery operators evaluating Lobbi.
Can Lobbi take restaurant reservations over the phone automatically?
How does Lobbi handle allergen and dietary requirement inquiries?
Can Lobbi manage high call volumes during peak dinner and weekend hours?
Does Lobbi work for food delivery operations as well as restaurants?
How does Lobbi handle guest complaints and negative feedback?
Ready to Transform Your Hospitality Contact Center?
Stop losing bookings to unanswered calls and complaints to review platforms. Let Lobbi handle every guest interaction so your team can focus on delivering exceptional experiences in person.