GuestStay: Front Office Inbox, Guest Recognition & Loyalty
How GetPost Labs would build the front office workflow: booking and enquiry emails read and replies drafted by AI agents, rates and terms held by rules, and every reply, check-in and courtesy left with your front office team. Returning guests and their preferences are recognised on the same record.
Executive Summary
The Problem: The front office answers reservation and enquiry emails, keys bookings into the property management system, checks guests in and out, and balances the night audit. A guest's preferences and past stays sit in profile notes, old emails and people's memories, so a returning guest is often treated as new.
The Solution: GuestStay gives the reading and drafting to AI agents — the reply, the reservation details, the returning-guest summary and the night audit pack. Rates, deposits and cancellation terms are fixed rules in software. Every reply sent, every courtesy and every check-in stays with your front office team.
The Outcome: The front office reviews drafts instead of re-typing emails, returning guests are recognised before they reach the desk, and each stay adds to one guest record.
The Challenge
Understanding the problem space
"Build strong guest relationships by recognising returning guests and creating personalised and memorable experiences."
— A duty listed in a current Australian front office manager job ad (SEEK, September 2026)
Across 15 current front office and guest relations ads, the same duties come up: take reservations, answer enquiries in person, by phone and by email, check guests in and out, handle feedback, and close the day with the night audit. The same ads ask the team to recognise returning guests and make each stay feel personal.
Both jobs depend on reading. The booking detail is in an email, the preference is in a note on last year's profile, the complaint is in a review. When the property management system, the inbox and the team's memory don't join up, replies are typed from scratch and a regular guest arrives as a stranger.
Source: 15 front office and guest relations job ads in Australia on SEEK, September 2026. Employers not named.
The Solution
What GetPost Labs would build
Core Capabilities
Where the Time Comes Back
Reviewing, not re-typing
The front office stops re-typing emails into the PMS and starts checking what the agent has drafted:
Booking Emails
Read the email, check availability, key the booking into the PMS, then type a reply from scratch.
The agent has drafted the reply and the reservation. Staff check the details and press send.
Returning Guests
Hope someone remembers the guest, or scroll through old profile notes while they wait at the desk.
Past stays and preferences are already on the booking, so the team can act on them before the guest arrives.
Night Audit
Print the reports, tick off charges and payments by hand, and hunt for the one that doesn't balance.
The agent has matched the day's charges and flagged the exceptions. The night auditor checks those and closes the day.
BPMN Workflow
The business process modelled
Booking Enquiry: Email to Night Audit
User Journey
A Booking Enquiry, Email to Night Audit
Scenario: A Thursday afternoon at a 120-room city hotel. A guest emails asking for two nights next month, mentions it will be her third stay, and asks for a quiet room away from the lift.
Emails the reservations inbox asking for two nights, a quiet room and a late check-out
Reads the email, fills in the reservation details and drafts a reply with the room types available on those dates
Checks availability, the rate for those dates, the deposit and the cancellation terms. The draft cannot quote a rate the system does not hold
Finds two earlier stays under the same email address and adds her notes to the booking: quiet room, extra pillows. Flags that late check-out was charged last time
Checks the draft, approves a free late check-out as a returning-guest courtesy, and sends the confirmation
On arrival her preferences are on screen. The front desk allocates a quiet room, welcomes her back and checks her in
Matches the day's charges, payments and room status against the PMS reports and flags what doesn't balance for the night auditor to check before closing the day
Outcome: The guest is recognised on her third stay without anyone having to remember her. The agent read and drafted; the front office decided and welcomed her back.
Interactive Prototype
Functional dashboard demonstrating the concept
Express Check-in
75% time reduction
© 2026 GETPOST Labs. Full Stack Engineering Solutions.
Functional prototype. Click on cells and entries to see interactions.
System Context
Where GuestStay fits in the ecosystem
Have a Similar Problem?
This is the kind of workflow automation GetPost Labs builds. If your organisation has similar challenges, we'd love to discuss how a custom solution might help.