Before arrival
Answer questions, share arrival guidance and support preparations using hotel-maintained information.
Guest-service concierge
Lucy
A response throughout the guest journey
Lucy supports guests throughout their journey in multiple languages, answers questions, understands requests and coordinates hotel service. On-site work and requests outside the authorised scope continue with the hotel team.
How the work comes together
During the stay
Understand guest needs, connect service teams and follow the actual handling status.
After departure
Continue supporting guest feedback and follow-up requests.
Hotel staff own on-site service, sensitive complaints and commitments outside authorised limits. Receiving a request does not mean service is complete.
IN PRACTICE
A clear role. A defined handover.
For teams that need continuous hotel answers, guest request capture and service coordination. Lucy uses hotel-maintained knowledge for multilingual communication, with on-site delivery and human judgment owned by the hotel.
A concrete workflow
Scenario: a guest is heading out and asks the hotel to arrange room cleaning.
Understand the request: capture the cleaning need and necessary details, explaining what hotel policy allows.
Route to the owner: pass the request and context to housekeeping, notifying or recording it through configured workflows.
Follow recorded progress: share updates based on team records and hand over context when a person is needed. Do not report cleaning complete without completion evidence.
Before connecting
- Hotel-maintained facilities, directions, check-in and service policies, with the required languages tested.
- Confirmed guest entry points. WeCom, WeChat, web and other channels are agreed per project.
- Service owners, ticket states and human handover rules. Live rates or booking transactions require a separate system connection.
Where people decide
Hotel staff perform cleaning, deliveries and other on-site service. Extra charges, late checkout, upgrades, complex complaints and commitments outside scope require hotel-authorised confirmation.
Questions before you begin
Does receiving a cleaning request mean it is complete?
No. Received, assigned, accepted and completed are different states. Lucy follows team records and cannot claim completed on-site service without completion evidence.
Where do hotel answers and live rates come from?
Hotel answers use the property’s maintained knowledge and rules. Live rates, availability and transactions need a reservation connection; an enquiry or stay intention is not a confirmed reservation.
What happens to context when a person takes over?
The described handover passes existing conversation context to hotel staff. Confirm the takeover entry, records and notification method for the hotel’s channels and project configuration.
Can Lucy handle late checkout or upgrades?
Lucy can capture and route requests. The hotel’s rules and authorised staff confirm availability, charges, benefits and approval; extra commitments are not assumed.
Video content summary
Watch the original filmThe film shows Lucy supporting hotel questions and multilingual replies before, during and after a stay. A cleaning request goes to housekeeping, progress follows team records, and a human handover includes conversation context. Conversations and service scenes are illustrative.
Read the film subtitle transcript
Source: the editable subtitles supplied with this film’s original resource package. Original wording is retained; on-screen labels and sound effects are not included.
Hi, I'm Lucy.
I help your guests feel understood,
and your team stay focused.
From hotel questions to everyday requests,
I offer multilingual answers grounded in your hotel's knowledge.
Hi Lucy,
we're heading out for the afternoon.
Could you arrange for our room to be cleaned?
Certainly, ma’am.
I’ll pass your request to our housekeeping team.
and share updates as the team records its progress.
Before arrival.
Throughout the stay.
And beyond.
When a request needs a personal touch,
I connect your team with the context they need.
Lucy, by VastBlue Starry.
More room for human hospitality.
Product information · Maintained by the Vast Blue Starry team · Content updated
EXPLORE THE TEAM
Experience it yourself
Start with a hotel conversation
Try a hotel conversation with Lucy, or open the Vast Blue product enquiry entry.