One front desk. Every property.
Run all your hotels' front desks from a single remote hub. Your central team answers guest video calls, steps into stalled check-ins, issues keycards and door PINs from anywhere, and sees every property live — with AI voice triage answering first and a full audit trail behind every action.
From guest tap to resolved — in one flow.
A guest taps for help at any of your properties — from the lobby kiosk, the check-in flow, or chat.
AI answers first, speaking naturally and drawing on that hotel's own verified knowledge base.
The moment a human is needed, the call rings your on-duty hub agents — with the guest's reservation and language already on screen.
Your agent resolves it: completing a stalled check-in, overriding a step, or issuing a keycard or door PIN remotely.
Every call, override, and key is logged against the property, the agent, and the reason — automatically.
AI answers first. Your team, the moment it matters.
Switch on AI auto-answer and an AI voice assistant picks up guest calls before anyone at the hub lifts a finger. It handles the routine questions on its own — and your agents stay in control throughout.
Grounded in each hotel's knowledge
The assistant answers from that property's verified knowledge base — policies, facilities, directions — and politely declines anything out of scope. No made-up answers.
Hands over on request
The moment a guest asks for a person, the call routes to your on-duty hub agents.
Silent monitoring and takeover
Agents can listen in on a live AI call without interrupting it — and take over mid-call whenever they choose.
Live guidance for human agents
On human-handled calls, agents see verified answers from the hotel's knowledge base surface in real time as the guest speaks.
Guest calls from every hotel. One team picks up.
Guests reach a person in one tap from any kiosk or check-in flow. Calls route to whoever is on duty at your hub — so a lean central team covers your whole portfolio without a desk at every property.
Shift-based routing
Weekly schedules — overnight shifts included — decide whose devices ring, with a fallback to everyone if nobody is on shift.
One ringer, many hotels
A single dedicated alarm device can ring for every property your team covers.
Guest context on screen
Name, confirmation number, room, and stay dates appear while the call is still ringing.
First to answer takes the call
Calls are claimed the instant an agent picks up, so two agents never talk over each other.
Call any kiosk back
Ring a specific lobby device directly, or return a missed call straight from the activity feed.
Screen sharing on the call
Agents can share their screen to walk a guest through a tricky step.
Serve every guest — in their language and yours.
Live translation runs inside the call, so a hub team in one country can serve guests in another. Transcription keeps a reviewable record of what was said — original and translation side by side.
Live translation
- Translated speech plays over the call in near real time
- The guest's language comes from their check-in — nothing for them to set up
- Agents see the guest's language before they even accept the call
- Agents control both directions, including how audible the original voice stays
Transcription & review
- Opt-in call transcription, per property
- Original and translated speech stored side by side
- Review any call's transcript from the activity feed
- AI-generated summaries of call activity across all your properties
Issue keys from the hub. Guests walk straight in.
Room access is the moment remote operations usually break down — so we built it in. Your central team can encode a physical keycard sitting at the property, or generate a smart-lock PIN, from anywhere.
Keycards encoded on site — remotely
A small agent beside the hotel's existing encoder connects outward to the hub over a secure tunnel. No VPN, no firewall changes, no IT project at the property.
Smart-lock PINs on demand
Generate door codes per reservation — individually or in bulk — with validity matched to the stay.
Works with leading lock systems
Keycard encoding for systems including Saflok and dormakaba Ambiance, Onity, and PMS-integrated encoders; smart-lock PINs for TTLock, Igloohome, and more.
Every key traceable
See which encoder issued which card, when, and whether it was a new key or a duplicate.
When a check-in stalls, your hub steps in.
The live Command Centre shows every arrival at every property as it happens. If a passport won't scan or a payment stalls, an agent completes the step remotely — with a recorded reason, every time.
Step-level overrides
Approve travel documents, guest registration, identity verification, and payments on the guest's behalf.
A reason, every time
Overrides are permission-gated to the staff you choose, and each one requires a written reason.
Live arrivals view
Watch in-progress check-ins across your portfolio in real time, step by step.
Remote kiosk control
Call, restart, lock, or unlock any kiosk in your fleet — without anyone on site.
Every action, on the record.
Central operations only work when every property can trust what the hub did on its behalf. The hub keeps a complete audit trail across all properties.
Who, what, where
Every override, call, key, and settings change is logged with the agent, the property, and the outcome.
Before and after
Changes record the previous and new values, field by field.
Scoped access
Audit history is permission-gated and scoped to each property and organisation.
Guest-journey timeline
Each check-in keeps a step-by-step event log — including any override and the reason behind it.
Your team at the hub — or ours.
The Remote Front Desk Hub and Front Desk Service run on the same AVA platform. The difference is who sits at the desk.
Remote Front Desk Hub
Your hotel group's own central team runs every property's front desk. Best for groups centralising operations across their portfolio.
Talk to usFront Desk Service
Prefer not to staff a hub at all? Vouch's trained agents run the desk for you — fully managed, around the clock.
Explore Front Desk ServiceFrequently asked questions
What is the Remote Front Desk Hub?
It's a way for a hotel group to run several properties' front desks centrally, from one remote location, with its own team. Guests at each hotel check in with AVA; whenever a human is needed, the interaction — a video call, a stalled check-in, a key to issue — reaches your central hub instead of a desk at that property.
How is it different from Front Desk Service?
They share the same platform but differ in who does the work. With the Remote Front Desk Hub, your own central team runs the desks. With Front Desk Service, Vouch's trained agents do it for you. Some groups combine the two — running the hub in-house by day and handing over to Vouch overnight.
How many properties can one hub cover?
There's no fixed limit — properties are connected individually and grouped under your organisation. Call routing schedules and shared alarm devices span every property your team covers, and organisation-level views bring call activity, chat, and settings for all of them into one place.
What happens when two guests call at once?
Calls from different properties ring your team independently. Within a single property, one call is active at a time — a guest calling while another call is in progress sees that the desk is busy, and every missed call sits in the activity feed for a one-tap call-back.
Do guests need to set up translation?
No. The guest's language carries over from their check-in, and your agent sees it before accepting the call. The agent controls translation for both sides — the guest just talks.
Which lock systems work with remote key issuing?
Keycard encoding works with systems including Saflok and dormakaba Ambiance, Onity, and encoders driven through your PMS. Smart-lock PIN generation supports TTLock, Igloohome, and more. The list keeps growing — contact us to check your property's setup.
Can the AI assistant say whatever it likes?
No. It answers only from each property's verified knowledge base, declines questions outside the hotel and the guest's stay, and hands over to your team whenever a guest asks for a person. Your agents can also listen in on any AI call and take over at any moment.
Is every call transcribed?
Only if you switch it on — transcription is opt-in per property. When enabled, transcripts keep the original and translated speech side by side and are reviewable from the call activity feed.
Can we start with a single property?
Yes. Many groups pilot the hub with one property, then add the rest once the routing, room access, and escalation paths are proven. Contact us and we'll help you scope the pilot.
Bring your front desks together.
Tell us about your properties and we'll design your hub with you — call routing, room access, AI triage, and all.