Never lose sight of a guest request, or the opportunity behind it.
A briefing for owners, managing directors and operations directors.
LUMAEvery guest request is a chance to deliver better service.
Requests arrive around the clock, but a busy reception team cannot answer every call or respond at once. When a request is missed or delayed, the guest notices, and the chance to sell something more is often lost with it.
Missed calls
When the desk is busy, the phone rings out. The dinner or spa booking the guest had in mind may never happen.
Requests that go astray
A request passes from desk to phone to radio before it reaches the right person, and nobody can say whether it was done.
A stretched front desk
The same questions about WiFi, breakfast and checkout, dozens of times a day, take time from the guests in front of the team.
LUMAMore than an AI concierge. A request that gets followed through.
Luma is a white-label concierge that gives guests a simple way to ask for help by voice or chat, from a QR code in the room, with no app to download. Behind it, every request is followed from the moment it is made until it is done.
Asked
The guest asks by voice or chat, at any hour, in their own language.
Captured
Luma answers what it can and turns the rest into a clear request.
Routed
The request goes to the right department, or to the front desk to assign.
Completed
Staff take the job on their phone and mark it done.
Reviewed
Management sees what was done, how fast, and what is still open.
LUMAThree returns on one subscription.
More accessible service
Guests can ask for help at any time without having to reach a member of staff by phone.
Better request management
Teams receive requests directly, work them on their phones and close them, with completion tracked for management.
More commercial opportunity
Hotel services are easier to discover and to book, and requests that would have been missed now reach the team.
LUMAHelp is one question away, day and night.
Guests speak or type to Luma whenever they need something. Your team handles the moments that need a person.
Always available
Luma answers 24/7, by voice or chat, in the guest's own language.
The repeat questions, handled
WiFi, breakfast hours, checkout, parking and amenities, answered from the hotel's own information.
Issues caught in-house
When a guest sounds unhappy, a person is told while there is still time to put it right.
Your brand, not ours
The guest experience carries the hotel's name, colours and concierge persona.
LUMAEvery request reaches the right team, and gets closed.
Fewer calls to reception, and no requests lost between the desk and the department.
Routed automatically
Towels, faults and wake-up calls become requests for Housekeeping, Maintenance, F&B or Front Desk in seconds, with live alerts.
Your routing rules
Some departments receive requests directly; others go via the front desk to be assigned first.
No logins for line staff
Each employee gets a personal shift pass on their phone: start shift, take a job, mark it done.
Urgent items stand out
Callback requests and lock-outs are flagged so they are dealt with first.
LUMAMake more of every stay.
When asking is easy, guests order and book more, and fewer of those requests slip away.
Room service
Guests order from your menu, priced by the hotel, sent straight to the kitchen.
Tables and treatments
Guests book the restaurant or spa from your own availability, confirmed on the spot.
The right offer at the right time
Luma mentions your restaurant, bar, spa and offers when they fit, such as on a birthday.
Charged to the room
Orders and treatments go on the guest's bill, posted to the folio where your PMS allows.
LUMASee how every day went, before it starts.
One dashboard for requests, conversations, guest profiles and insights. Each morning, a short email gives the verdict.
- How much Luma handled on its own
- How fast each team closed its requests
- What has been open too long, and with which team
- What guests asked for that the hotel does not offer
Going well
- Housekeeping was the fastest team yesterday.
Worth a look
- 3 Maintenance requests open for more than 4 hours.
- Several guests asked for late-night food.
Illustrative figures.
LUMADesigned around hospitality, not just technology.
Luma complements your team and the systems you already run.
Mews PMS
Guests, rooms and stay dates sync from Mews; charges can post to the folio.
OPERA by Oracle
Guests, rooms and stay dates sync from OPERA; charges can post to the folio.
Only what you need
Room service, reservations, spa, WhatsApp and callbacks are switched on per hotel.
Each team sees its own work
Housekeeping sees housekeeping, the kitchen sees orders, managers see everything.
Guest data the hotel owns
Conversations become structured preferences for the next stay. Raw transcripts are never exported.
Security built in
Two-factor sign-in, encrypted guest data, GDPR erasure, set retention periods and audit logs.
LUMAWhere Luma is heading.
Taking the same follow-through across more of the guest journey.
Pre-stay
Welcoming guests before arrival, with arrival details and dinner or spa plans made in advance.
Restaurant platforms
Connections to OpenTable, TheFork and similar systems.
Transfers
Airport and city transfers arranged by voice.
Digital key
Room access from the guest's phone.
LUMABetter-connected guest service, whenever it is needed.
Accessible service
Help for every guest, at any hour.
Reliable follow-through
Every request routed, tracked and closed.
Measurable value
Visibility on service, speed and spend.