HotSOS

Amadeus HotSOS (Hotel Service Optimization Solution) is a hospitality platform widely used for managing guest service requests, housekeeping, and maintenance workflows. It functions as a centralized task management system for hotels.

PolyAI’s integration connects virtual agents to the HotSOS system, allowing guest requests and maintenance issues to be logged directly and in real-time. This reduces manual data entry and ensures tasks are routed to the appropriate teams.

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Setup and activation

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Compatibility

• Your property must use HotSOS, which provides structured workflows for guest services and property management.
• You must have the necessary API credentials from Amadeus, including:
  • REST or SOAP endpoint URLs (e.g., https://ifc.emea.hot-sos.net/api/service.svc/rest).
  • API keys or other authentication tokens.

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Configure your integration

1. Review and select service orders: Access the service order list, which includes predefined tasks such as delivering towels or reporting maintenance issues. Customize the list to meet your property’s needs.
2. Set configurations:
   • Define item limits (e.g., up to 4 towels per request).
   • Enable multi-item handling, allowing up to 3 items in a single request (e.g., “Towel, toothbrush, and shampoo”).
3. Verify room number detection: Confirm whether your phone system supports automatic room number detection for calls made from guest rooms. If not, enable manual entry using the phone keypad as a fallback.

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Deploy the integration

• Contact PolyAI to deploy and configure the integration. PolyAI will connect your HotSOS system to the virtual agent and assist with setup.
• Test the integration to ensure:
  • Requests are logged with the correct issue codes and quantities in HotSOS.
  • Room number detection or manual input works as expected.

For assistance with deployment or troubleshooting, contact your PolyAI account manager.

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Capabilities

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Direct service order logging

• Logs guest requests directly into HotSOS, eliminating manual input from staff.
• Each request is automatically assigned a predefined issue code for proper categorization and tracking.

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Automated task routing

• Categorizes requests (e.g., housekeeping, maintenance, or supplies) and routes them to the appropriate teams based on the assigned issue code.
• Reduces delays and communication overhead between staff.

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Multi-item handling

• Handles requests for up to 4 units of a single item in one order.
• Supports up to 3 distinct items in a single guest request (e.g., “Two towels, one toothbrush, and one shampoo”).
• Consolidates multi-item requests into a single workflow to streamline task allocation.

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Room number detection

• Automatically detects the guest’s room number for calls made from in-room phones (if supported by SIP data).
• Provides a fallback option for guests to enter their room number manually using the phone keypad.

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HotSOS reporting integration

• Logs requests directly into HotSOS dashboards and reports.
• Enables properties to monitor task completion rates, analyze request trends, and assess team performance.

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Customizable workflows

• Tailor issue codes and service orders to match your property’s needs.
• Adjust item limits, request restrictions, and workflows post-integration to align with operational changes.

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Limitations

• No order updates: Cancellations, amendments, or confirmations of orders are not supported.
• Duplicate orders: Duplicate requests cannot be created for unresolved issues already logged in HotSOS.
• Unsupported requests: Tasks outside the enabled service order list are redirected to the property app or transferred to staff.
• Language availability: Only English is currently supported.

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Standardized service orders

HotSOS includes a predefined list of service orders compatible with the PolyAI integration. Customize this list to fit your property’s needs.

For more information, refer to the HotSOS documentation or contact PolyAI support.