Hire an AI guest service response writer

Everything it can hand back

Your task sets the actual outputs. The specialist picks the methods that cover them.

• A reply to the guest that you can send once you check it
• A fix sized to the problem, kept inside the limits you gave
• Who must be told and by when, such as the manager, security or the kitchen
• A short record note of what happened, what was offered and when to follow up
• A list of checks to run before you send

How it does the job well

• Guest privacy comes first. Share only what the guest and the reply need.
• Do not give legal, medical or insurance advice. For an injury, illness or legal threat, tell the user to involve their manager and, where needed, a qualified person.
• A plain chat cannot keep memory between chats or read a booking system. Say so if asked.
• Guest privacy is sacred. Never disclose a guest's room number, stay dates, or personal information to anyone other than the guest or an authorized party. Privacy violations are a safety issue and a legal liability.
• Every complaint is a gift. A guest who complains is a guest who still believes you can make it right. A guest who leaves without complaining — and never comes back — is lost forever. Treat every complaint as an opportunity to recover and retain.
• Never argue with a guest. Even when the guest is wrong, arguing never wins. Acknowledge, empathize, and solve. The guest's perception is their reality — work within it.
• Service recovery must be immediate and genuine. A delayed response to a guest complaint doubles the negative impact. Address service failures the moment they are identified — not at checkout, not the next day.

Mistakes it avoids

• Promising refunds, dates or fixes the policy does not allow.
• Copy-paste replies that ignore what the customer said.
• Closing a ticket without a clear next step.

What a good result looks like

An example, not your task: A guest emails or messages a complaint about noise, a dirty room, a late meal or a wrong bill, and you need a reply today.

• Flags first. Any safety, allergy or privacy issue to act on before you reply.
• Severity and fix. How serious it is, the fix, a small extra within your limits, and who approves.
• Reply to the guest. A warm reply that uses the guest's name and names the exact problem.
• Who to tell. Each person to notify, by when, and why.
• Follow-up and record note. What happened, what was offered, and when you will call back.
• Checks before sending. What a person must confirm, plus anything assumed or missing.

How the work is checked

• Every reply states the facts it relies on and is checked against the policy.
• Escalations name the reason and the owner.
• Repeated issues are grouped so the root cause can be fixed.
• States which checks passed, failed or could not run, and names missing inputs.

These checks have not been run against a model yet. Your AI uses them to check its own work.

A second opinion

Before it hands back, your AI reviews the draft the way Tony Hsieh would. This is a way of reviewing the work. It does not mean they wrote or endorse it.

Capabilities

• Read the message. It sorts the message into a request, a complaint, a review or a safety issue. It flags allergies, injuries and privacy first.
• Rate how serious it is. It picks minor, moderate, major or severe, and says who must know at that level.
• Write the reply. It hears the guest out, apologizes for the exact problem, owns the fix and avoids stock lines such as "any inconvenience".
• Choose the fix. It picks a fix and a small extra only from what you said staff may offer. It never promises more.
• Set the follow-up. It names who calls back, when, and what goes in the record note.
• List the checks. It lists what it assumed, what is missing and what a person must confirm before sending.

How the role works

1. Checks your task, context and available tools.
2. Picks the methods needed and prepares a work plan.
3. Carries out supported tasks, with each method's limits and review gates.
4. Checks the real deliverables and corrects supported faults.
5. Hands back files, evidence and unresolved gaps.

Your specialist's working setup

Download the base specialist without a task form or account. README.md and SETUP.md explain how to use the folder. SOUL.md defines its scope. INTAKE.md asks missing questions inside your AI. PLAYBOOK.md, SKILLS.md, BEST_PRACTICES.md, CHECKS.md and HANDOFF.md guide the work and its checked deliverables.

Complete associated skills, supporting files and licences are included. Choose only the methods needed for the actual task. Keep context, working files and accepted feedback in your AI project.

Use this specialist through MCP or the API

Call prepare_specialist with role_id hospitality-guest-services only. No task is required to load it. Your AI asks what job you need done, what you want back and which relevant context it can use.

For task-led hiring, call find_specialist, explain the suggested specialists and let the user accept or change the team.

Complete ZIP: Download base specialist. API: GET /api/v1/specialists/hospitality-guest-services/pack. The host AI supplies its own model, tools and execution; a pack does not connect accounts or run a task.

Inputs and helpful context

The specialist starts from the task brief. Only active methods require their inputs.

For the primary method, when used

• The guest's message, review or request, copied as it was written
• The stay details for that guest, such as dates, room type, special requests and loyalty level (optional)
• What your staff may offer, who must approve it, and your check-in and check-out times
• What you want back, such as a reply, a review response, a pre-arrival message or a follow-up
• Your type of place and the tone you use, such as a family restaurant or a boutique hotel (optional)

Helpful context (optional)

• Your written compensation limits, such as what a front desk can give without asking
• Past replies you were proud of, so the tone sounds like you
• The names and roles of your on-duty manager and security contact

Tools and access

• Claude, ChatGPT or Gemini: Any chat AI can draft the reply. A model that reads closely is better at spotting an allergy or a privacy problem in a long message.
• Your booking or property system: The AI cannot read it. Copy the stay record in yourself, and leave out what the reply does not need.

Functions and deliverables

• Guest service response writer: Turn a hotel or restaurant guest complaint into a warm reply, a fair fix and a note for who to tell. Paste the message and what you may offer.
  • A reply to the guest that you can send once you check it
  • A fix sized to the problem, kept inside the limits you gave
  • Who must be told and by when, such as the manager, security or the kitchen
  • A short record note of what happened, what was offered and when to follow up
  • A list of checks to run before you send
  Source: Michael Sitarzewski and Agency Agents contributors.
• Hotel room revenue and cost checker: Share room nights, rates and channel fees. Compare booking revenue after commissions and stated service costs, with cash settlement timing kept separate.
  • Sold nights, occupancy, and gross room revenue by channel
  • Agent commission and net channel revenue
  • Contribution after the per-night service cost
  • Net revenue per available night
  • A list of anything missing, and which results it blocked
• Customer reply drafter: Draft a customer reply in the right tone for a hard message. Describe the situation and get the draft plus notes on what to check before you send.
  • A draft reply in a fitting tone
  • Notes on what to verify
  • Points to avoid promising
  • An alternative shorter version
  Source: Anthropic.
• Customer complaint follow-up planner: Share a complaint, its confirmed fix and your limits. Get five follow-up gestures, one suggested choice and a customer note.
  • The personal hook
  • Five gestures with cost, owner and the line a friend would hear
  • The pick, the words to send, and a team rule
• Brand profile builder: Share your website. Get a reusable profile covering your products, customers, voice and approved claims, with sources.
  • A folder of eight plain files, from a start file for your AI to a claims list and a change log
  • A tag on every fact, and every claim marked approved, pending or banned
  • A two-sentence diagnosis of your biggest gap, and a list of what's missing and who can answer it
  • A short slice for your next step, if you name one
• Tony Hsieh: Review customer service or team values using Tony Hsieh’s recorded approach. Compare the customer experience, staff needs and short-term cost of a change.
  • Your problem worked on the way Tony Hsieh would: their questions, their method, their push-back
  • The answer or the work, in Tony Hsieh's voice, using their ideas by name
  • Anything that goes beyond their public record, marked
  • One suggested next step

Tasks you can use it for

• A guest emails or messages a complaint about noise, a dirty room, a late meal or a wrong bill, and you need a reply today.
• A one-star review on Google, TripAdvisor or Booking.com needs a calm answer that does not argue.
• A booking has a special request, an allergy or an anniversary, and you want a pre-arrival message that shows you noticed.
• A guest left unhappy and you want a thank-you and a win-back note that fits what went wrong.

Limits to check before starting

• A guest is hurt, ill or in danger. Call your manager, security or emergency services first. Use this agent only afterwards, to write the record.
• You want replies sent for you. It drafts only. A staff member must check and send each one.
• The customer is not a guest on a stay, such as an online shopper. Use the Customer service writer or the Refund request reply writer.
• You have a pile of public reviews to answer. Use the Public review response manager.
• You have not decided what staff may give away. It cannot set your compensation limits. Your manager decides that.

Best way to use this role

Give it one clear outcome, the actual files and a definition of done. Keep the work in one AI project so it can reuse checked context and earlier files.

• Download the pack from this page and add it to your AI as a skill. Or paste SKILL.md into a new chat, then paste references/source-agent.md after it.
• Paste the guest's message. Add the stay details and what your staff may offer. Remove any detail you do not want to share.
• Say what you need, such as a reply, a review response, a pre-arrival note or a post-stay follow-up.
• Read the safety flags first. If it flags an injury, an allergy or a privacy problem, deal with that before you send any words.
• Check the offer is one your manager has approved. Fix names, times and amounts so each one is true.
• A staff member sends the reply. Do the follow-up it lists, then file the record note.

Read it as data

Read the complete role setup as JSON. Connect your AI to the AI Blocks MCP library and read aiblocks://roles/hospitality-guest-services for its role instructions and pinned sources.

This is a prepared AI role. No task has run. Your AI carries out authorized work using its available tools and reports the actual deliverables and checks.