A new all-in-one automated reception system has been developed to address challenges in the hospitality sector by improving efficiency, supporting staff, and simplifying the guest experience.
Developed specifically for hotels, B&Bs, serviced apartments, and hostels, the premise of DreamDesk, recently launched in partnership with Lamington Group, is to support hospitality teams and address the pain points faced by the industry, by enabling breathing room to focus on the more rewarding and impactful elements of service.
Despite being labour intensive, the hospitality industry is facing a chronic staff shortage. According to UKHospitality, there are around 132,000 vacancies across the sector, 48% above pre-pandemic levels. Properties operated by leaner staff models, such as serviced apartments or aparthotels, are particularly vulnerable, often struggling to maintain a 24-hour reception.
Co-founded by Vieri Balboni and Robert Godwin (CEO of Lamington Group), both with extensive experience in hospitality, DreamDesk transforms guest communications across voice, chatbot, email, and WhatsApp, automating up to 90% of routine tasks so staff can focus on guests.
Key features include tailored language and formality to offer consistent tone and branding, multi-property scalability, reporting and analytics, 24/7 automation, PMS/ booking integrations, and the escalation of complex queries to a hotel’s human team.
DreamDesk has already successfully been integrated and is supporting a number of hotels’ challenges including room2 hometels and Lamington Apartments with plans to roll out its services into 50 hotels by the end of the year.
Vieri Balboni, co-founder of DreamDesk, said: “We know firsthand how demanding this sector can be and just how much time and effort goes into running a successful hospitality business. Time is always of the essence, staffing costs are notoriously high and guests’ expectations are rising as they expect the very best service each and every time. This is where DreamDesk comes in.
“By removing time-consuming and unrewarding routine tasks, hospitality professionals can concentrate on the personal touches that shape the guest experience.”