Finding and keeping good staff is getting harder every year in the hospitality industry. Meanwhile, guest expectations are only going up. They want answers now — not in 10 minutes, not “please hold,” and definitely not “sorry, we’re closed.” Though your team’s doing their best, the phones are ringing non-stop — and even superheroes need backup. That’s where our DialogShift Phone AI comes in.

Think of it as a friendly, never-sleeps, multi-lingual receptionist who loves answering the phone (even on Sundays at 2 a.m.) — and doesn’t mind repeating the same answers 37 times a day. Sounds dreamy, right? Setting it up is easier than you think. With a simple call-forwarding setup — or integration into your phone system — a voicebot can be up and running in no time.

Now, when people first explore Phone AI, they often start with basic questions like: “Can your AI understand Swiss German?” or “Can it find answers from my website?” (The answers: yes and yes.) But the real pros ask differently. Here are 8 essential questions you should be asking when choosing a Phone AI provider:

1. How natural does the voice sound — and how good is the guest experience?

Let’s start with the basics. If your guests are greeted by a voice that sounds like it came straight out of a 1987 sci-fi movie, they’ll hang up. Fast. A good Phone AI should sound natural — warm, polite, human-ish, and fast. Whether you run a hip city hotel or a charming countryside retreat, the AI voice should sound as natural as possible. The voice should feel like part of your team. Guests want to know they’re talking to a bot — they just don’t want to feel like they are.

2. What language models and technologies does the provider use?

Honestly? You don’t need to be a tech whiz. But it does help to know whether your provider is relying on just one language model — or has the flexibility to use several. Many providers stick to a single model, like OpenAI. Sounds impressive, but it can also be limiting. If that one model gets outdated or starts to underperform, you’re stuck. The smarter choice? A provider that can mix and match different models and evolve with the tech. You want a system that grows with you, not one that locks you in when things change.

👉 A provider like DialogShift, for example, supports multiple language models and is built to integrate new technologies as they emerge. That kind of flexibility is what future-proof looks like.

3. How is information retrieved — from your website only, or from a centralized AI database?

Another critical aspect is how the AI retrieves and processes content. Can it pull information from your website? From your CMS like Giata Drive? From that freshly updated PDF menu? It’s tempting to go for quick website scraping and a “2-minutes onboarding” — but let’s be honest: that shortcut usually leads to shallow, unreliable answers. Behind every great Phone AI is a well-structured, centralized knowledge base. That’s the secret sauce. At DialogShift, we focus on building your centralized AI Database, which ensures consistency, accuracy, and reliable replies. That’s also why we offer a concierge onboarding: we carefully review and structure your content to make sure your Phone AI is ready to shine from day one. Especially in hospitality, the quality of the AI responses is crucial for the guest experience. This is why this is one of the most important aspects for the DialogShift Phone AI.

4. Can I configure the Phone AI’s working schedule like I would for a team member?

Phone AI isn’t just a gadget. It’s part of your front office team. A great one takes pressure off your staff, keeps guests happy, and can even boost direct bookings. Some days, you’ll want the AI to take all calls — acting as your first-level support. Other times, maybe just during the night, the low season, or when Kevin at reception is busy checking in a guest. The key is flexibility. Make sure you can set rules for when the AI is active, how it handles overflow, and when it should pass calls back to your team. Make sure to choose a system where you’re in control — just like scheduling a real team member.

5. What happens when a guest asks complicated questions — or the right contact person isn’t available?

Not every question is as simple as “What time is check-in?” Sometimes guests ask about dog-friendly yoga retreats or gluten-free conference lunches for 300 people. Your Phone AI should be able to handle most questions on its own — and know exactly when it’s time to hand the call over to a real human. The handoff should be smooth and seamless — and routed to the right department. But what if the person in the spa department is currently busy with a guest? No problem. The Phone AI should be able to take a callback request — with a short summary of the inquiry — so your team can follow up at the right time, well prepared.

6. Can it plug into my booking engine or PMS — and how?

Here’s the real game-changer: integration. This is where Phone AI goes from being simply informative to truly transformative. If your Phone AI can connect to your PMS, booking engine, or CRM, it can do more than just answer questions. It can check real-time availability, personalize responses based on room categories and rates, and even guide callers toward direct bookings. Some providers (yes, we do) are already developing AI agents that go even further: automating bookings, sending tailored offers, or handling requests like table or spa reservations. So don’t just ask what the system can do today. Ask if your provider has a clear roadmap for these capabilities.

7. Will I have access to detailed reporting and analytics?

Your Phone AI should give you meaningful insights: How many calls is it handling? What are guests asking about? How many inquiries are resolved without a human? That’s why a strong Phone AI solution comes with a dashboard that covers it all — from call volumes and inquiry types to automation rates, callback requests, and even guest sentiment. With the right data, you’ll get a clear picture of what guests really want — and where your service could improve.

At DialogShift, our dashboard even includes sentiment analysis (fancy term for: Was the guest happy or annoyed?). Pretty handy, right?

8. Is the pricing transparent and fair?

Make sure you know what you’re paying for. Is it a flat monthly fee? Or does it depend on how many minutes the AI is on the line? Are there extra charges for additional languages, integrations, booking links, or different voice styles? Price matters. A clear and fair pricing structure gives you planning confidence. And as your hotel grows, your Phone AI should scale with you — not your costs.

Choosing the right Phone AI isn’t just a tech decision — it’s a strategic one. It’s an investment in guest experience, team wellbeing, and long-term success. The right solution will ease the pressure on your staff, keep guests happy, and help drive more direct bookings through better service. But it only works if you choose wisely. So ask the right questions, think beyond the quick fix, and partner with a provider you can trust and rely on. 

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Do you have any questions or comments on this article? Then ask the author directly!

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Ellie Chen
Sales Managerin
ellie.chen@dialogshift.com

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